Melinda Burton
Parrottsville
Summary
Dedicated guest service representative with proven skills in issue resolution and attention to detail. Committed to enhancing guest experiences and maintaining high satisfaction levels.
Overview
20
20
years of professional experience
Work History
Guest Service Representative
Casago Smoky Mountains
Sevierville, TN
12.2025 - Current
- Assisted guests with inquiries, providing information on accommodations and local attractions.
- Managed guest check-in and check-out processes, ensuring a seamless experience.
- Resolved guest complaints promptly, enhancing overall satisfaction.
- Maintained knowledge of property amenities and services to offer tailored recommendations.
- Collaborated with housekeeping and maintenance teams to address guest needs efficiently.
- Processed payments and handled transactions accurately using the reservation system.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
Front Desk Agent
Vacasa
Gatlinburg, TN
07.2025 - 12.2025
- Greeted and assisted guests with check-in and check-out processes, ensuring a welcoming experience.
- Managed phone inquiries, providing information on services and resolving guest issues promptly.
- Maintained accurate records of guest reservations and payments using property management software.
- Collaborated with housekeeping to ensure timely room readiness for incoming guests.
Customer Service Representative
Superior Financial Services LLC
Greeneville, TN
05.2024 - 07.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed financial transactions accurately and efficiently, ensuring compliance with company policies.
- Maintained detailed records of customer interactions to enhance service delivery and follow-up actions.
- Collaborated with team members to streamline processes and improve overall customer satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Office Manager
Credit Central, LLC
Newport, TN
03.2022 - 05.2024
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Fostered a positive work environment by resolving staff conflicts promptly and promoting open communication.
- Safeguarded sensitive company information by establishing comprehensive data security protocols that complied with industry best practices.
- Coordinated office events and staff training sessions, boosting morale and enhancing skill sets across team.
- Improved client satisfaction by developing customer feedback system and addressing concerns promptly and effectively.
- Coordinated with IT department to resolve technical issues swiftly, minimizing downtime and maintaining operational continuity.
Assistant Manager
Cash Express, LLC
Newport, TN
03.2018 - 03.2020
- Conducted regular audits to maintain compliance with company policies and procedures.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Assistant Manager
Dollar General Store
Parrottsville, TN
07.2015 - 03.2018
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Oversaw daily operations to maintain store cleanliness and organization.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
Head Teller
Howard Bank
Peach Bottom, PA
02.2006 - 07.2015
- Supervised daily operations of teller line, ensuring compliance with banking regulations.
- Trained and mentored new tellers, enhancing team efficiency and customer service skills.
- Implemented process improvements that reduced transaction errors and increased accuracy.
- Developed and maintained relationships with customers to promote banking products and services.
- Collaborated with management to identify training needs and career development opportunities for staff.
- Monitored cash flow and conducted audits to minimize risk and safeguard assets.
- Resolved customer inquiries promptly, improving overall satisfaction and loyalty metrics.
- Balanced cash drawers consistently at end-of-day without discrepancies, ensuring accuracy in all transactions processed throughout the day.
- Oversaw currency shipments and deposits while adhering to strict safety guidelines.
- Replenished ATM funds in empty canisters prior to validation process.
- Managed high-volume cash transactions daily, maintaining accuracy and efficiency under pressure.
- Assisted customers with account inquiries, resolving issues promptly to ensure satisfaction.
- Answered inquiries regarding checking and savings accounts and other related products.
- Developed strong rapport with customers by actively listening, addressing concerns promptly, and providing tailored solutions.
- Introduced customers to other bank team members to help meet financial needs.
- Provided support during audits, gathering necessary documentation and demonstrating compliance with internal controls.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
- Coordinated workflow among tellers, assigning tasks and monitoring performance for optimal efficiency during peak hours.
- Strengthened client relationships through exceptional service and proactive identification of financial needs.
- Implemented cross-selling techniques to promote bank products, contributing to increased revenue generation.
- Streamlined teller operations for improved productivity, implementing organized cash drawer management procedures.
- Elevated branch reputation through consistent delivery of friendly service and expertise in managing diverse financial transactions.
- Ensured a secure working environment by adhering to strict security protocols and conducting regular audits.
- Maintained up-to-date knowledge of banking policies, procedures, and regulatory requirements for effective guidance of team members and clients alike.
- Investigated and promptly resolved issues with patron accounts.
- Served as a trusted resource for colleagues on complex transactions or challenging customer situations.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Collaborated with branch management to develop strategies for reaching sales targets and improving overall performance.
- Provided customers with appropriate literature on banking products and services.
- Contributed to the achievement of branch sales goals by identifying opportunities for additional product offerings based on customer needs.
- Received car loan, home loan, and other payments and posted to accounts.
- Promoted an inclusive team environment that fostered collaboration, continuous learning, and employee growth.
- Mentored newly hired team members on appropriate responses to patron questions.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Executed wire transfers, stop payments and account transfers.
- Assisted customers with banking needs and inquiries.
- Trained new hires on customer service policies and procedures.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Educated customers on online banking and mobile banking applications.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed applications for new accounts.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Monitored and verified suspicious activity on customer accounts.
- Maintained friendly and professional customer interactions.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Referred customers to other banking departments for specialized services.
- Established rapport with new clients to increase satisfaction and loyalty.
- Handled various accounting transactions.
Education
High School Diploma -
Solanco High School
Quarryville, PA06-1986
Skills
- Customer service
- Computer skills
- Guest accommodations
- Detail-oriented
- Guest relations
- Issue resolution
- Financial transactions
- Flexible schedule
- Payment processing
- Complaint handling
- Guest orientation
- Food and beverage area setup
- Documentation and reporting
- Basic accounting
- Reservation processing
- Verbal and written communication
- Shift change management
- Cash handling experience
- Check-in coordination
- Room availability
- Language proficiency
- Clear communication
- Multitasking Abilities
- Guest experiences
- Organizational skills
- Teamwork and collaboration
- Active listening
- Relationship building
- Office support
- Team building
- Written communication
- Multitasking
- Attention to detail
- Problem-solving
- Vendor interaction
- Management interaction
- Decision-making
- Problem-solving abilities
- Reliability
- Excellent communication
Accomplishments
- Supervised team of 5 staff members.
Timeline
Guest Service Representative
Casago Smoky Mountains
12.2025 - Current
Front Desk Agent
Vacasa
07.2025 - 12.2025
Customer Service Representative
Superior Financial Services LLC
05.2024 - 07.2025
Office Manager
Credit Central, LLC
03.2022 - 05.2024
Assistant Manager
Cash Express, LLC
03.2018 - 03.2020
Assistant Manager
Dollar General Store
07.2015 - 03.2018
Head Teller
Howard Bank
02.2006 - 07.2015
High School Diploma -
Solanco High School