Makayla James
Byesville
Summary
Dynamic reservationist skilled in conflict resolution, data analysis, and process improvement. Proven ability to enhance customer satisfaction through effective communication and training initiatives. Skilled in identifying recurring patterns and behavioral trends and behavioral trends across customer and team interactions, using insight to improve communication, streamline processes, and enhance overall performance. Demonstrates strong analytical thinking and adaptability in fast-paced environments.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Reservationist
Regency Hotel Management
Lore City, OH
10.2022 - Current
- Resolved high-volume customer concerns using conflict resolution and active listening skills.
- Trained and onboarded new employees on store procedures and customer engagement strategies.
- Maintained performance metrics (sales targets, package add-ons).
- Managed multitasking in fast-paced environments with 100+ daily interactions.
- Identified recurring customer issues and communicated trends to management.
- Managed reservation system to ensure accurate booking and customer satisfaction.
- Collaborated with sales team to promote special offers and packages
Education
Bachelor of Science - Psychology
Ohio University
Athens, Ohio, OH12-2026
Skills
- Cross-Functional Collaboration
- Training & Onboarding
- Public Speaking/Presentation
- Statistical Analysis (SPSS)
- Data Analysis
- Ethical Research Practices (CITI)
- Conflict Resolution
- Process Improvement (Lean Six Sigma - In Progress)
Certification
- CITI Program - Human Subjects Research (Social & Behavioral), Certified, 2025
- Lean Six Sigma Yellow Belt - In Progress, Expected Completion: December 2026
Timeline
Reservationist
Regency Hotel Management
10.2022 - Current
Bachelor of Science - Psychology
Ohio University