Matthew Walker
Palmyra,PA
Summary
Dynamic Guest Experience Supervisor at Hershey Entertainment & Resorts with a proven track record in conflict resolution and team leadership. Expert in technical troubleshooting and enhancing customer satisfaction through effective communication. Successfully managed operations for over 100 personnel, ensuring exceptional service delivery and fostering a collaborative environment.
Overview
6
6
years of professional experience
Work History
Guest Experience Supervisor
Hershey Entertainment & Resorts
12.2023 - Current
- Oversaw daily operations for over 100 personnel across Guest Services, Call Center, and Ticketing.
- Troubleshot errors with guest accounts and managed IT tickets as necessary.
- Resolved issues promptly through active listening and effective communication strategies.
- Responded to guest support requests and guided individuals through troubleshooting processes.
- Monitored operational systems to identify and address errors swiftly.
Guest Services Supervisor
Hershey Entertainment & Resorts
03.2023 - 12.2023
- Supervised team of 10 guest services representatives, ensuring exceptional service delivery.
- Resolved escalated customer complaints promptly, maintaining high customer satisfaction levels.
- Created and maintained detailed records of guest interactions to personalize future experiences.
- Collaborated with departments to address guest needs and enhance overall experience.
- Assisted in troubleshooting various devices for daily operations efficiency.
- Developed and implemented training programs to enhance guest services staff skills.
Guest Relations Agent
Hershey Entertainment & Resorts
Hershey, PA
03.2022 - 02.2023
- De-escalated guest issues through effective conflict resolution techniques, achieving satisfactory outcomes.
- Delivered exceptional customer service by actively listening and addressing guest concerns.
- Trained new team members on service protocols to uphold service quality standards.
- Implemented feedback mechanisms to gather insights and enhance service delivery.
Barista
Starbucks
Hershey, Pennsylvania
03.2020 - 03.2022
- Prepared and served coffee, espresso drinks, blended beverages, and teas.
- Managed daily morning rush with efficient and composed customer service.
- Maintained cleanliness by wiping down counters, washing dishes, and cleaning floors.
- Responded promptly and professionally to customer inquiries, ensuring satisfaction.
- Trained new baristas on beverage preparation techniques and store protocols.
- Collaborated with team members to facilitate smooth operations during peak hours.
Education
Bachelor of Science - Aerospace Engineering
Penn State University
Harrisburg, PA06-2028
Associate of Applied Science - Computer Information Security
Harrisburg Area Community College
Harrisburg, PA05.2024
High School Diploma -
Agora Cyber Charter School
Palmyra, PA06-2022
Skills
- Conflict resolution
- Quality assurance
- Team leadership and collaboration
- Customer support
- Multitasking abilities
- Computer proficiency
- Composure under pressure
- Problem-solving skills
- Ticketing system management
- Technical troubleshooting
Timeline
Guest Experience Supervisor
Hershey Entertainment & Resorts
12.2023 - Current
Guest Services Supervisor
Hershey Entertainment & Resorts
03.2023 - 12.2023
Guest Relations Agent
Hershey Entertainment & Resorts
03.2022 - 02.2023
Barista
Starbucks
03.2020 - 03.2022
Bachelor of Science - Aerospace Engineering
Penn State University
Associate of Applied Science - Computer Information Security
Harrisburg Area Community College
High School Diploma -
Agora Cyber Charter School