Lindsey Pickman
Mercer Island,USA
Summary
Dynamic and dedicated Customer Service Specialist with 16 years of hospitality experience at Marriott International. Proven track record in exceeding guest expectations through exceptional problem-solving and proactive communication skills. Adept at utilizing software systems to enhance operational efficiency while fostering long-term guest relationships. Committed to delivering outstanding service and creating memorable experiences. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services, and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Empathetic Customer Service Specialist known for high productivity and efficient task completion. Skilled in problem-solving, conflict resolution, and time management which enable success in fast-paced environments. Excel at communication, active listening, and empathy to understand customer needs and provide exceptional service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Expert Customer Service Specialist
Marriott International
Redmond, WA
09.2024 - 09.2025
- Expert Customer services. "At Your Service Agent." I utilized the switchboard operations with a positive outgoing personality to maintain 100% accuracy to help all guests, companies, and others.
- My responsibilities: Main objective to always take care of the customer 100 %. Phone etiquette, Sales & marketing techniques, problem solving techniques, professionalism, proactive techniques, organizational techniques, maintained open communications, follow-up techniques, maintained training binders, Innovative ideas to build growth and development, and ensuring professional services are operating with clarity and excellence.
Front Desk Representative
Aloft & Element Hotels
Redmond, WA
12.2023 - 06.2024
- Expertise in Customer Services, Check in/Checkout, a lot of passion & pride -work ethic, excellent communications, very proactive, attention to detail, multitasker, problem solver (fixer), solutions to guests questions & concerns providing successful answers.
- Great phone etiquette, exceeding the expectations of guests, achieved high numbers for guest surveys, Innovative, exceeding the expectations of guests, Training techniques, and provide a friendly at home environment.
Front Desk Sr. Representative
Silver Cloud Lake Union Hotel
Seattle, WA
08.2023 - 02.2024
- Customer service: Check ins, Check outs, communicating effectively and building rapport and trust with all guests.
- Obtaining all guest information, using problem solving Techniques, offering solutions, Great at handling challenges, fast-paced, proactive measures 2 to 5 days prior.
- Handling all guest Q & A, demonstrate professionalism with all situations. Committed to excellence of always taking care of the guest upon arrival and departure going the extra mile.
- Making sure the guest email is listed for receipts at check in. Giving Concierge listings of all Restaurants and events plus transportation to guests at check in confirming Q&A for the area.
Front Desk Representative
Residence Inn by Marriott University District
Seattle, WA
12.2021 - 07.2023
- Reservations, Expert Customer services, Sales, marketing, Training, problem solver (the fixer), multitasking, maintain a high level of communications, exceed expectations with proactive techniques, phone etiquette, payables, receivables, CC authorization procedures for compliance for guest term stays, cashier, Develop & maintain building long time relationships, loyalty, Great strategies to obtain a high level of customer expertise.
- Assist with Guest requests, transportation services, ADA & Accessible assistance providing individual care.
Front Desk Representative
Aloft & Element Hotels
Redmond, WA
02.2023 - 06.2023
- Customer Services, Excellent communication skills, great phone educate, team player, day to day operations, proactive work ethic, detailed-oriented, completing daily checklist, comfortable using various software tools, great problem-solver, keeping operations running smoothly.
- Multitasker, Extremely outgoing, friendly, going above and beyond- going extra mile, self motivated, providing the upmost Best customer services.
Front Desk Guest Service Agent
Silvercloud Stadium Hotel
Seattle, WA
06.2018 - 02.2023
- Customer services, Reservations, Sales, Concierge for directions, checkins, checkouts, accommodate all needs for the guest, proactive work ethic, accounting, flexibility working all shifts, building relationships, glowing personality, fast paced, multitask oriented, organized, maintain hotel standards & policy's, problem solving techniques, efficient work ethics, team worker and team builder, loyalty, communication skills, dedicated & compassionate with quality business ethics.
Front Desk SR Agent/Task Force
Residence Inn by Marriott downtown Convention center
Seattle, WA
10.2020 - 10.2021
- I maintain standards, policies and regulations to encourage safe and efficient hotel Operations.
- Established & maintain good communications and team work with Associates and other Departments.
- Demonstrate the ability to multitask be detailed oriented and be able to problem solve in order to effectively deal with customers internally and externally on a daily basis.
- I'm effective in handling all operations and responsibilities of the hotel in accordance to Marriott standards.
- I possess a positive and upbeat personality with desire to deliver Outstanding Customer service to our Guests.
- Duties include Training Associates, Staff development, Manage front desk duties & checklist, Day to day operations, Proficiency in work ethic, Excellent knowledge of software systems, Maintain on time attendance, Resolve guest complaints to exceed expectations, Sales & Marketing, Assist with Sales Dept reservations, Emergency procedures, Hard working, dedicated, loyal, above & beyond initiative for hotel & guests.
Front Desk Supervisor
Residence Inn by Marriott Seattle Bellevue Redmond
Bellevue, WA
06.2017 - 11.2020
- Responsible for Front Desk Operations, Customer services, Trainer, make reservations, checkins, checkouts, accounting, Sales assistant, efficient work ethics & communications, Daily's, building relationships with Guests for return stay options, working all shifts, working all Departments, cashiering, ordering supplies for the hotel, glowing personality, hard working, loyal, team builder & teamwork, problem solver, maintain guidelines, Assist manager in duties & Operations of Hotel.
Front Desk Agent
Residence Inn by Marriott Seattle Bellevue downtown
Bellevue, WA
01.2017 - 11.2020
- Front Desk Agent, Professional interpersonal relations building rapport with all Guests, Excellent teamwork and communication skills, building constructive and effective relationships with compassion and composure to handle all situations, providing an atmosphere of a friendly supportive work environment with dedication to quality and an outstanding business ethic.
- I'm an Ambitious energetic person, fast paced work ethic, detailed oriented handling monies, cashiering, quality control, problem solving, and maintaining high standards to execute excellence in the hospitality industry.
- June 2017 transferred to Bellevue Redmond Hotel. Nov 2018 started filling in as a floater covering shifts 2 days a week.
Front Desk Lead
Residence Inn by Marriott Downtown lake union
Seattle, WA
02.2016 - 12.2016
- Front Desk Supervisor- Manage all Guest services questions & concerns, and Office responsibilities.
- Extended stay Hotel- Highly motivated, fast paced, problem solver, customer service oriented, teamwork, process daily check-ins/check-outs, room assignments, secure payments, provide training & motivating techniques to all new employees, concierge services, process Accounting needs, process mail & packages for guests, customer care services for housekeeping needs, ensuring the Guest is welcomed to the Hotel and to make sure they are comfortable throughout their stay.
- Accommodating all needs, requests are done in a timely manner. I like to achieve high standards and abilities to establish long term relationships with guests.
Education
Certicate (Associate) -
University of Washington
Seattle, WA12.1988
Sales & Marketing (Associates) -
University of Washington
Seattle, WA12.1988
Administrative Business (Associate) -
University of Washington-Seattle Campus
Seattle, WA12.1988
Medical Business (Associate) -
Business Computer Institute
Tacoma, WA12.1987
Liberal Arts (Associates) -
Southern Virginia University
Buena Vista, VA12.1987
Skills
- Guest Service
- Lead generation
- Phone etiquette
- ResortSuite
- Freshsales
- Insurance verification
- Customer retention
- Animal restraint
- Proactive hotel and accommodations guest assistance
- Hotel and accommodations guest follow-up
- Hotel and accommodations guest check-in
- Organizational skills
- Documentation review
- Customer support experience within healthcare industry
- Order processing
- Hotel and accommodations guest check-out
- Hotel and accommodations guest complaints handling
- Office experience
- Data analysis skills
- Individual consumer customer service
- Customer support experience within retail industry
- Phone communication
- Email customer support
- Customer support experience within technology industry
- Appointment scheduling
- Presentation Skills
- Business management
- Animal handling
- Senior care
- Customer relationship management
- Product management
- Scheduling
- Cash Handling
- Sales Management
- Test-driven development
- Practice management
- Medical office experience
- Trainer
- Merchandising
- Sales & Marketing
- Management
- Hospitality management
- Coaching
- Microsoft Outlook Calendar
- Customer support specialist experience
- OPERA
- Sales
- Attention to detail
- Record Keeping
- Local attractions guest recommendation
- 10 key calculator
- Hotel operational efficiency
- Swimming
- Customer Relations
- Microsoft Excel
- Team management
- Medical receptionist
- Protel Cloud PMS
- Office Management
- Productivity software
- Mentoring
- Phone call management
- Cloud-based systems
- Live chat
- Hotel emergency procedures
- Customer issue escalation
- HubSpot
- Call center agent experience
- Analytical thinking
- Inventory management
- Customer relationship building
- Hospitality industry experience - Hospitality industry experience (16-20 years)
- Pricing
- Databases
- In-person customer service
- Hotel experience
- Hospitality (7 years)
- Customer Service Skills
- Inside sales
- Written communication
- Driving
- Workday
- Microsoft Access
- Client services
- Computer operation
- Computer literacy
- Research
- Hotel and accommodations guest issue escalation
- Time management
- Handling customer exchanges
- Typing
- Hotel and accommodations guest inquiries
- Operations management
- Team Player
- Inventory Control
- Filing
- Efficient work ethics
- Training & Development
- Brand Development
- Multi-Tasker
- Customer support
- Customer service
- Medical terminology
- Microsoft Office
- Detail-Oriented
- Accounts receivable
- Client interaction via phone calls
- Administrative experience
- Team development
- Working with people with developmental disabilities
- Strong Customer Service Skills
- Business hotel experience
- MS Office
- Process Improvement
- Receptionist
- Fast Learner
- Property management
- Leadership
- Continuous improvement
- Boutique hotel experience
- Quality Assurance
- Front Office
- Guest relations
- Reservations management
- Front desk operations
- Problem solving
- Sales techniques
- Conflict resolution
- Proactive mindset
- Adaptability to change
- Training and development
- Communication skills
- Team collaboration
- Customer relations
- Conflict mediation
- Schedule mastery
Certification
Driver's License
Languages
English, Fluent
Additional Information - Authorized To Work
US for any employer
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Accomplishments
Top performer -Customer Services
Timeline
Expert Customer Service Specialist
Marriott International
09.2024 - 09.2025
Front Desk Representative
Aloft & Element Hotels
12.2023 - 06.2024
Front Desk Sr. Representative
Silver Cloud Lake Union Hotel
08.2023 - 02.2024
Front Desk Representative
Aloft & Element Hotels
02.2023 - 06.2023
Front Desk Representative
Residence Inn by Marriott University District
12.2021 - 07.2023
Front Desk SR Agent/Task Force
Residence Inn by Marriott downtown Convention center
10.2020 - 10.2021
Front Desk Guest Service Agent
Silvercloud Stadium Hotel
06.2018 - 02.2023
Front Desk Supervisor
Residence Inn by Marriott Seattle Bellevue Redmond
06.2017 - 11.2020
Front Desk Agent
Residence Inn by Marriott Seattle Bellevue downtown
01.2017 - 11.2020
Front Desk Lead
Residence Inn by Marriott Downtown lake union
02.2016 - 12.2016
Certicate (Associate) -
University of Washington
Sales & Marketing (Associates) -
University of Washington
Administrative Business (Associate) -
University of Washington-Seattle Campus
Medical Business (Associate) -
Business Computer Institute
Liberal Arts (Associates) -
Southern Virginia University