Melinda Roche
Pace,FL
Summary
Enthusiastic and detail-oriented professional with a background in customer service. Recognized for exceptional guest service skills and effective membership growth and satisfation. Ready to deliver impactful solutions that elevate guest experiences. One of my favorite things at BJ's was helping our members get the most out of their membership. teaching them to use their apps, the layout of the store, about sales and promotions. I really took pride in the store and members. cleaning all the time to make sure the store always stayed like new for the members. I left to start my own business the first time and then the second time I left because I hurt myself and was in pain. I was misdignosed and missed work my store manager was not understanding. Turns out the pain was because I broke my hip and had to have a hip replacement. but it was totally not my fault I promise you. The other Assistant managers all wanted me to come back because I was a great asset to the club.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Hilton at Pensacola Beach
Pensacola Beach, FL
03.2026 - Current
- Managed guest check-in and check-out processes efficiently.
- Assisted guests with inquiries, providing exceptional customer service.
- Coordinated room assignments and ensured accurate billing procedures.
- Handled reservations using Hilton's proprietary booking system effectively.
- Resolved guest complaints promptly, enhancing overall satisfaction levels.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
Security Officer
CSC
Pensacola, FL
02.2023 - Current
- Monitored and patrolled premises to ensure safety and security of staff, patrons, and property.
- Responded to incidents, providing first aid and coordinating with emergency services as needed.
- Conducted security at entry with mags, bag inspections, and wanding
- Ticket taking
- Trouble shooting
- Ushering and protecting entries and exits
Owner/Operator
This & That Errand Services
Pace, FL
10.2020 - Current
- Managed daily operations to ensure timely and efficient service delivery.
- Oversaw scheduling of jobs.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Consulted with customers to assess needs and propose optimal solutions.
- Have built an amazing clientel
- Our main focus is providing excellent customer service to our clients and helping them any way that we can
Front Desk Agent
Splash RV Resort
Milton, FL
05.2025 - 03.2026
- Maintained cleanliness and organization of front desk area for optimal operations.
- Supported team members during peak hours, fostering a cooperative environment.
- Collected room deposits, fees, and payments.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Asset Protection Associate
BJ's Wholesale
Pensacola, FL
12.2023 - 04.2024
- Monitored and analyzed customer behavior to identify and respond to potential theft and fraud incidents.
- Was door greeter at entry
- Receipt checker at exit
- Was leading at finding unpaid for items
Membership Sales Representative
BJ's Wholesale
Pensacola, FL
08.2019 - 09.2020
- Cultivated strong member relationships through personalized service and engagement strategies.
- Executed sales initiatives to boost membership enrollment and retention rates.
- Analyzed customer feedback to enhance service offerings and improve member satisfaction.
- Trained new staff on sales techniques and best practices for member interactions.
- Oversaw daily operations of membership desk, ensuring efficient workflow and customer service excellence.
- Provided exceptional customer service during all stages of the sales process – from initial inquiry through post-sale follow-up – resulting in high levels of member satisfaction and loyalty.
- Successfully transitioned existing customers onto more suitable memberships plans when necessary.
- Managed client database efficiently, ensuring accurate tracking of contact information, preferences, interactions, and memberships sold.
- Enhanced customer satisfaction with personalized service, understanding individual needs, and offering appropriate membership plans.
- Contributed to membership growth by participating in promotional events, trade shows, and community outreach initiatives.
- Fostered strong relationships with new and existing members, ensuring high level of satisfaction and loyalty.
Education
Associate of Science - Health Services Management
PJC
Pensacola, FL12-2007
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Promotion
- Educating
- Guest relations
- Listening skills
- Training and mentoring
- Credit and cash payments
- Time management
Timeline
Front Desk Agent
Hilton at Pensacola Beach
03.2026 - Current
Front Desk Agent
Splash RV Resort
05.2025 - 03.2026
Asset Protection Associate
BJ's Wholesale
12.2023 - 04.2024
Security Officer
CSC
02.2023 - Current
Owner/Operator
This & That Errand Services
10.2020 - Current
Membership Sales Representative
BJ's Wholesale
08.2019 - 09.2020
Associate of Science - Health Services Management
PJC