Lakeycha Thompson
Reynoldsburg
Summary
Customer service expertise at G6 Hospitality, driving operational efficiency and elevating customer satisfaction. Proficient in network diagnostics and service support, resulting in enhanced problem-resolution metrics. Recognized for strong multitasking abilities and effective conflict resolution, contributing to high productivity. Skilled in customer relationship management, ensuring positive outcomes for clients.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Assistant
Department of Jobs and Family Services
Columbus
07.2024 - 03.2025
- Anticipated customer needs, enhancing productivity and service levels through exceptional support.
- Increased customer satisfaction ratings by addressing inquiries and resolving issues promptly.
- Engaged customers to identify needs, answer product questions, and resolve complaints effectively.
- Provided product knowledge through clear communication to assist customers in decision-making.
- Utilized problem-solving skills to efficiently address and resolve customer concerns.
- Assisted customers with completing forms and applications to facilitate service processes.
- Greeted customers warmly, creating a welcoming environment for inquiries and assistance.
- Sent service reminder notices to customers to ensure timely follow-up.
PBX HOTEL OPERATOR
Hyatt Regency Columbus
Columbus
03.2022 - 09.2022
- Proficiently utilized computer systems for entering and accessing data related to hotel operations; maintained accurate records of guest accounts
- Handled emergency situations calmly and efficiently by following established protocols; contacted appropriate personnel when needed
- Assisted guests with special requests such as wake-up calls, room changes, extra towels or pillows, providing exceptional service at all times
- Maintained knowledge of all hotel services, features as well as local attractions, activities to respond to guest inquiries accurately
- Developed a thorough understanding of PBX switchboard operation procedures; answered incoming calls promptly and professionally
- Demonstrated the ability to handle numerous tasks simultaneously, including taking reservations, providing information about hotel services and amenities, and responding to guest inquiries in a timely manner
- Successfully supported other departments within the organization upon request; provided assistance in areas such as housekeeping or engineering as needed
- Accurately recorded messages from callers using an automated messaging system; delivered messages promptly according to specified instructions
- Initiated follow-up phone calls or emails regarding special events or promotions sponsored by the hotel; communicated details clearly and concisely
- Provided excellent customer service while operating a multi-line telephone system, managing incoming calls and transferring them to appropriate departments
- Listened to customer requests, referring to directories to answer questions and provide telephone information
RESERVATION SALES AGENT
G6 Hospitality
Worthington
06.2018 - 01.2019
- Conducted regular follow-up calls after check-in to ensure that guests are satisfied with their stay
- Monitored competitor activities within the local market in order to remain competitive
- Handled incoming calls from potential guests inquiring about availability or special offers
- Interacted positively with colleagues at all times in order to promote team spirit and unity
- Ensured compliance with hotel policies and procedures when processing reservations
- Resolved guest complaints in a professional manner whilst maintaining brand standards
- Performed administrative duties such as filing documents and data entry into the system
- Demonstrated strong communication skills while liaising with customers and other departments
- Worked closely with other departments such as housekeeping and maintenance to ensure smooth operations
- Negotiated rates and upsold packages to increase occupancy and maximize revenues
- Researched and provided information to accommodate guests with special needs
Education
INFORMATION TECHNOLOGY CERTIFICATION - IT ESSENTIALS, NETWORKING ESSENTIALS
Per Scholas
Columbus, OH01.2024
ASSOCIATE'S - SOCIAL WORK
Columbus State Community College
Columbus, Ohio09.2016
Skills
Service and administrative support
- Telephone operations
- Attention to detail
- Problem-solving skills
- Time management
- Data entry and call center operations
- Customer service expertise
- Help desk support
- Interpersonal communication
Websites
Certification
- Google Technical Support Fundamentals
- Cisco Networking Academy; Networking Essentials
- Cisco Networking Academy; IT Essentials
References
References available upon request.
Timeline
Customer Service Assistant
Department of Jobs and Family Services
07.2024 - 03.2025
PBX HOTEL OPERATOR
Hyatt Regency Columbus
03.2022 - 09.2022
RESERVATION SALES AGENT
G6 Hospitality
06.2018 - 01.2019
INFORMATION TECHNOLOGY CERTIFICATION - IT ESSENTIALS, NETWORKING ESSENTIALS
Per Scholas
ASSOCIATE'S - SOCIAL WORK
Columbus State Community College
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