Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
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Melissa Wall

Melissa Wall

Summary

Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.

Overview

18
18
years of professional experience

Work History

Front Desk Agent

Hampton by Hilton
03.2023 - Current
  • Experience with both PEP and OnQ reservation systems
  • Manage and resolve guest issues for a high-end hotel with 130 rooms, communicates with empathy to determine solutions, and achieve guest satisfaction scores of over 80%
  • Perform scheduling for hotel bookings, coordinate with guests to reschedule hotel stays, and generate a 80% increase in hotel rewards membership sales
  • Collaborate with cross-functional teams across hotel departments to communicate issues with rooms and amenities and ensure timely resolution
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Supervised front desk staff consisting of 4-6 employees.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.

Care Coordinator

LifeStream Behavioral Center
10.2021 - 12.2022
  • Worked closely with over 50 individuals and their families, LifeStream staff, and other community organizations to meet those needs and to allow the individuals to live as independently as possible within their community
  • Ran assessments and interventions as a care coordinator
  • Served over 300 Consumers by effectively meeting their needs, by building productive relationships, and by taking responsibility for their satisfaction and loyalty
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Used company software and databases to maintain records of services performed and patient conditions.

Care Coordinator

LifeStream Behavioral Center
10.2021 - 12.2022
  • Worked closely with over 50 individuals and their families, LifeStream staff, and other community organizations to meet those needs and to allow the individuals to live as independently as possible within their community
  • Ran assessments and interventions as a care coordinator
  • Served over 300 Consumers by effectively meeting their needs, by building productive relationships, and by taking responsibility for their satisfaction and loyalty

Mobile Crisis Counselor

Crisis Text Line
05.2020 - 10.2021
  • Assisted over 100,000 individuals with coping and support after a major crisis
  • Brought people from a hot moment to a cool calm through active listening, collaborative problem-solving, and safety planning
  • Provided crisis intervention and suicide prevention support, and brief supportive counseling to people who were experiencing an emotional crisis
  • Accessed clients in accordance with program policies and procedures
  • Utilized the referral database to provide referral assistance to callers who were seeking mental health and substance abuse services
  • Used skills such as active listening and collaborative problem-solving daily to connect with patients and address concerns.
  • Evaluated risk to client or others by gathering information and conducting assessments.

Store Manager

Vitamin World
07.2006 - 09.2019
  • Ran one of the top 10 selling stores in the Orlando area
  • Traveled across Florida to maintain stores inventory
  • Made sure management and stores were meeting sale goals of 85% and a minimum of $35 per transaction above
  • Maintained customer locality by building customer relationships, and offering discount savings program of up to 20% off on their purchases
  • Made sure management were keeping track of all sales and properly following store procedures

Education

Bachelor of Arts - Psychology

Rollins College
Winter Park, FL
05-2018

Skills

  • Guest amenities
  • Safety and security procedures
  • Credit and cash payments
  • Automated telephone systems
  • Room assignments
  • Transportation information
  • Microsoft office
  • Guest relations
  • Front office support
  • Conflict and issue documentation
  • Front desk management
  • GoConcierge
  • Information protection
  • Mail and packages
  • Team oversight
  • Clerical duties
  • Training and mentoring
  • Oral and written communications
  • Service dispatching
  • Sales expertise
  • Conflict management

Certification

LinkedIn Learning Certificate of Completion

Customer Service Material: Delight Every Customer

Completed on 02/04/24

Hilton University Certificate of Completion

04_ONQRI About Inventory Controls Completed 08/20/24

Hilton University Certificate of Completion

1.2._ Introduction to GRO Controls Completed 09/20/24

LinkedIn Learning Certificate of Completion

Empathy for Customer Service Professions Completed on 10/13/24

Affiliations

  • PSI CHI
  • PHI Theta Kappa

Timeline

Front Desk Agent

Hampton by Hilton
03.2023 - Current

Care Coordinator

LifeStream Behavioral Center
10.2021 - 12.2022

Care Coordinator

LifeStream Behavioral Center
10.2021 - 12.2022

Mobile Crisis Counselor

Crisis Text Line
05.2020 - 10.2021

Store Manager

Vitamin World
07.2006 - 09.2019

Bachelor of Arts - Psychology

Rollins College

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Melissa Wall