Marco Wallace
Jacksonville,FL
Summary
Front Desk Guest Service Representative with proven ability to maintain high productivity and execute tasks with precision. Expertise in customer service protocols, reservation management systems, and conflict resolution. Strong communication, problem-solving, and time management skills contribute to enhanced guest satisfaction and efficient front desk operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Front Desk Guest Service Representative
Delta Hotels By Marriott
Jacksonville, FL
07.2024 - Current
- Managed check-in and check-out processes for arriving and departing guests.
- Ensured guest satisfaction through enthusiastic and friendly interactions.
- Delivered exceptional customer service to improve overall guest experiences.
- Utilized Marriott systems, including Fosse, Lightspeed, and GXP, to resolve issues proactively.
- Managed reservation systems to ensure accurate bookings and customer information.
Service Desk Representative
The Home Depot Inc
Orlando/Jacksonville, FL
01.2015 - 08.2024
- Delivered customer support via phone, email, and in-person interactions.
- Documented customer inquiries in service management system for tracking and resolution.
- Maintained updated knowledge of current promotions and product offerings to provide accurate assistance.
Customer Service Representative/Technical Team Lead
ADT Security (Remote)
, FL
04.2019 - 10.2022
- Provided comprehensive support for product selection, ordering, billing, returns, and technical issues.
- Executed administrative functions including filing, database updates, and report generation.
- Collected customer feedback through surveys to enhance service quality.
- Utilized CRM software tools like Salesforce to maintain precise records of customer interactions.
Education
Associate of Arts - Business Management
Valencia College
Orlando, FLSkills
- Conflict resolution
- Sales support
- Customer service and relations
- Marriott PMS and Global Source
- Lightspeed system proficiency
- Guest experience management
- Operational coordination
- Reservation management
- Typing speed 50 wpm
Certification
- Public Notary
Languages
English
Professional
Spanish
Limited
Accomplishments
- Visit Jacksonville Tourism Brand Ambassador
- LightSpeed trained expert via Marriott Global Soure.
- Openings & Transitions
Timeline
Front Desk Guest Service Representative
Delta Hotels By Marriott
07.2024 - Current
Customer Service Representative/Technical Team Lead
ADT Security (Remote)
04.2019 - 10.2022
Service Desk Representative
The Home Depot Inc
01.2015 - 08.2024
Associate of Arts - Business Management
Valencia College