Lissa Thompson
University Park,IL
Summary
Composed hospitality professional with experience in event planning, hospitality management, marketing, sales and communication. Strong knowledge of organizational and business practices. Goal-driven with outstanding interpersonal communication skills to develop rapport with cross-functional teams. Multifaceted in delivering innovative business solutions through social and economic aspects of tourism.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Care Advocate
Blue Cross and Blue Shield : HCSC
2024.06 - Current
- Collaborated with team members to achieve shared goals in improving overall customer experience.
- Contributed to process improvements by offering valuable input during team meetings and brainstorming sessions.
- Enhanced company reputation through
- exceptional customer service and follow-up on inquiries.
- Streamlined communication channels for quicker problem-solving and increased customer loyalty.
- Assisted members with Explanation of Benefits within their selected plan
- Research plan details and coverage limits for HMO members
Lead Resident Coordinator (Supervisor)
Greystar Management -NEXT Apartments
2022.08 - 2024.01
- Answer phone and email inquiries from potential guests in a timely and respectful manner
- Greet guests and visitors warmly and make them feel welcome and attended
- Offer restaurant and activity recommendations and assist guests in arranging transportation and excursions
- Receive and redirect mail, phone calls, packages, etc
- Ensure that guest spaces and lobby are clean and tidy at all times
- Act as a liaison between guests and any department necessary including the maintenance and leasing department
- Anticipate guests needs in order to accommodate them and provide an exceptional guest experience
- Maintain inventory of supplies and order new stock as needed
- Create schedules for front desk team, approve vacation and overtime coverage.
Lead Receptionist
Swisspost Solutions for Neuberger Berman
2021.11 - 2022.07
- Greeting of all clients, verification of vaccination status and registration
- Provides administrative assistance to various functional areas of the corporation, including mail and/or courier processing, booking meeting rooms, catering, etc
- Directing visitors to their destinations, sorting and distributing mail, answering incoming calls on multi-line telephones as well as setting appointments
- Assisting other administrative staff with overflow work, including word processing, data entry and research
- Effective communication to staff and clients, enhanced technology skills and setting up and maintaining procedures and systems that are effective for the business
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- First point of contact and set appointments for all clients
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Directed incoming calls to internal personnel and departments, routing to best-qualified department
- Monitored premises, screened visitors, updated logs and issued passes to maintain security
- Confirmed appointments, communicated with clients and updated client records
- Drafted professional memos, letters and marketing copy to support business objectives and growth
- Provided clerical support to company employees by copying, faxing and filing documents
- Managed multiple tasks and met time-sensitive deadlines
- Sorting and distributing mail correspondence between departments and personnel
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives
- Liaised with vendors, contractors and professional services personnel to properly process orders
- Coordinated travel accommodations, agenda, and transportation for staff and out-of-town visitors.
Concierge
Related Management, One Bennett Park
2018.12 - 2020.03
- Providing support to sales, leasing, maintenance, and management staff members daily
- A professional liaison for broker tours and resident events
- Monitoring cameras, maintaining cleanliness of lobby area and restocking supplies
- Data entry of work orders, permission to enter authorizations, and package delivery
- Daily management of resident lockouts, staff, and vendor key authorization.
Concierge
Blackwell Professional Services
2018.05 - 2018.12
- Provided support to the leasing department and maintenance staff and team members daily
- Restocking supplies, logging of packages and dry cleaning, and food deliveries
- Ensuring tidiness of lobby area and clubroom area, supervision of pool area
- Greeting all staff and guests, and providing dinner, theater and local events in the area
- Demonstrated respect, friendliness and willingness to help wherever needed
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
- Worked flexible hours; night, weekend, and holiday shifts
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Concierge
Village Green Management Company, MDA City Apartments
2016.04 - 2018.09
- Responsible for greeting and secured entry of residents and visitors
- Daily monitoring and receiving of packages for all residents and staff
- Composition of weekly newsletters providing upcoming local events, concerts and festivals
- Ensuring cleanliness of lobby and front desk area
- Coordinating and scheduling of resident rooftop social events.
Lead Concierge
Titan Security Group
2017.04 - 2018.05
- Provided support to the leasing department and business operations team members, assisting with business office responsibilities, accounts receivables, and other administrative duties for the community
- Provided information, recommendations, and booking services for a variety of resident and guest inquiries, including, but not limited to, directions, hours of operation for nearby businesses, community services, transportation and travel arrangements, tour and event tickets, restaurant reservations, spa appointments, shopping, sports events, cultural activities, and medical care
- Addressed questions or concerns from prospective or current residents and families
- Engaged with resident's family and friends and took time to visit with them
- Maintained a high standard of personal and professional appearance as all team members are a visual representation of The Bozzuto community
- Assisted in scheduling and ensuring that all shifts are covered at the start and end of each work shift
- Assisted in the tracking of concierge team member attendance, aided management in the handling of conflicts in a timely manner
- Maintained energy and enthusiasm in a fast-paced environment
- Worked flexible hours; night, weekend, and holiday shifts
- Demonstrated respect, friendliness and willingness to help wherever needed
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
- Developed and maintained courteous and effective working relationships.
Front Office Agent/Night Auditor
Langham Chicago Hotel
2015.08 - 2016.01
- Responsible for daily check-in and check-out of hotel guests
- Daily recording of mini bar, food and beverage, and valet postings
- Postings of nightly room rate to each guest folio
- Providing tours of specialty suites and all hotel outlets according to business needs.
Front Office Agent/Night Auditor
Homewood Suites By Hilton
2014.05 - 2015.08
- Check-in, check-out, reservations, responding to guest complaints, coordinating housekeeping requests, and handling any emergencies that may arise
- Posting the day's room rate and room tax to each guest folio at the close of business
- Ensuring the accuracy of all financial information and gathering all needed paperwork to complete the audit
- Responsible for ensuring the accuracy of the charges to the guest folios, ensuring that the sum of revenues due to accounts receivable from the various departments (food & beverage, rooms, gift shop) found on the department control sheets equals the sum of the charges made to the guest folios.
Business Center Attendant
Encore Events, Hyatt Regency Chicago Hotel
2014.08 - 2015.05
- Arranges for sending and receiving of packages
- Assists in duties such as authorizing credit applications
- Accepts UPS, USPS, and FEDEX shipments and prepares and sends shipments for the hotel and its guests
- Greeting of customers and hotel staff
- Direct billing to hotel and hotel guests for services used
- Assisting guests with fax, scanning, and email requests
- Scheduling pick-up and drop-off packages to hotel guests.
Guest Services/PBX Operator
Embassy Suites Chicago Lakefront
2012.09 - 2014.08
- Responsible for daily check-in and checkout of hotel guests
- Providing hotel, restaurant, and sight tours for guests in the local area
- Quality control to ensure payments
- Data entry of reservations via telephone
- Daily management of room inventory
- Assisting the sales team with room assignment of corporate and social rooming list
- Answering 100-150 inbound calls daily
- Maintaining secure and productive relationships with all hotel guests.
Reservations Agent / Department Trainer
Ritz Carlton Hotel
2005.07 - 2008.11
- Responsible for the accurate check-in and check-out of each guest
- Excellent customer service skills
- Responsible for posting charges, receives cash, checks, credit cards, and comps in payment, obtaining proper approval and authorization
- Maintains an operating bank, renders bills, and issues change
- Empowered to ensure guests' problems/concerns are resolved in a prompt, courteous, and efficient manner
- Provided customers with information about availability and pricing
- Provided a high level of customer service to each person by engaging the customer and using active listening and effective interpersonal skills
- Utilized operations hotel software to input all key data into the hotel's database system.
Education
Bachelors - Hospitality
DePaul University
03.2021
Skills
- Telephone Reservations
- Reading Comprehension
- Time Management
- Customer Reservations
Certification
- Permanent Employee Registration Card
- American Heart CPR AED P certified Adult/child/ Infant
- Completed First Aid and CPR Training.
Timeline
Customer Care Advocate
Blue Cross and Blue Shield : HCSC
2024.06 - Current
Lead Resident Coordinator (Supervisor)
Greystar Management -NEXT Apartments
2022.08 - 2024.01
Lead Receptionist
Swisspost Solutions for Neuberger Berman
2021.11 - 2022.07
Concierge
Related Management, One Bennett Park
2018.12 - 2020.03
Concierge
Blackwell Professional Services
2018.05 - 2018.12
Lead Concierge
Titan Security Group
2017.04 - 2018.05
Concierge
Village Green Management Company, MDA City Apartments
2016.04 - 2018.09
Front Office Agent/Night Auditor
Langham Chicago Hotel
2015.08 - 2016.01
Business Center Attendant
Encore Events, Hyatt Regency Chicago Hotel
2014.08 - 2015.05
Front Office Agent/Night Auditor
Homewood Suites By Hilton
2014.05 - 2015.08
Guest Services/PBX Operator
Embassy Suites Chicago Lakefront
2012.09 - 2014.08
Reservations Agent / Department Trainer
Ritz Carlton Hotel
2005.07 - 2008.11
Bachelors - Hospitality
DePaul University
- Permanent Employee Registration Card
- American Heart CPR AED P certified Adult/child/ Infant
- Completed First Aid and CPR Training.
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