Adobe Creative Suite
Melissa Marie Dugan
FLOWERY BRANCH,GA
Summary
Dynamic professional with extensive experience in New York City, excelling in reservation systems and customer engagement. Proven track record of enhancing operational efficiency and achieving high customer satisfaction through effective problem-solving and attention to detail. Adept at training teams and implementing process improvements to drive strategic decisions. Experienced with managing and coordinating complex schedules in fast-paced environment. Utilizes strong organizational skills to ensure efficient scheduling and minimize conflicts. Track record of adapting to changing needs and maintaining effective communication with team members.
Overview
2026
2026
years of professional experience
Work History
Leas Reservations Agent
Chateau Elan Resort & Winery
- Supervised daily reservation operations, ensuring seamless guest experiences and optimal service delivery.
- Trained and mentored junior agents on system usage and customer service protocols.
- Implemented process improvements, enhancing efficiency in booking procedures and reducing errors.
- Analyzed reservation data to identify trends, driving strategic decisions for room allocation and pricing strategies.
- Resolved complex guest inquiries and issues, maintaining high levels of customer satisfaction.
- Enhanced customer satisfaction by efficiently managing reservation inquiries and providing accurate information.
- Coordinated with other departments such as front office and housekeeping to ensure seamless guest experiences from booking through departure.
- Consistently achieved high-performance ratings by maintaining exceptional attention to detail when processing reservations and updating client profiles.
- Championed a culture of continuous learning within the team by sharing best practices and staying up-to-date on industry trends related to reservations management.
- Maintained high standards of professionalism while handling customer complaints, resulting in successful resolutions and increased loyalty.
- Promoted company loyalty programs, leading to higher repeat guest ratios and increased brand recognition among travelers.
- Assisted in the implementation of a new reservations software system, improving efficiency within the department.
- Led a team of reservation agents, fostering a positive work environment and boosting team morale.
- Conducted regular performance evaluations for reservation agents, providing constructive feedback and setting goals for improvement.
- Monitored call center metrics to identify areas for improvement in both individual and team performance.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Handled billing information over phone.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Worked closely with front desk to achieve full occupancy of property.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Maintained awareness of types of rooms available in different resort locations.
- Handled reservations and answered questions from interested patrons for busy Number-room hotel.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Produced and shared customer service reports to support management decision-making.
Scheduling Coordinator
American Elevator of Atlanta
02.2025 - 11.2025
- Assisted in coordinating schedules for staff and resource allocation.
- Supported communication between departments to ensure smooth scheduling operations.
- Maintained updated records of appointments and scheduling changes.
- Collaborated with team members to resolve scheduling conflicts efficiently.
- Utilized scheduling software to input and track appointment data accurately.
- Provided administrative support for daily scheduling tasks as needed.
- Monitored deadlines and followed up on pending schedule confirmations proactively.
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Fostered a positive work environment by addressing employee schedule concerns in a timely manner and with empathy.
- Addressed and resolved scheduling issues promptly, minimizing disruptions to planned activities.
- Managed complex scheduling software, leading to reduction in double bookings and scheduling conflicts.
- Developed system for tracking vacation and leave requests, maintaining seamless operations.
- Facilitated smoother workflow by preemptively identifying and resolving scheduling conflicts.
- Maintained up-to-date database of staff availability, qualifications, and preferences to aid in scheduling.
- Fostered positive relationships with clients by efficiently addressing scheduling changes and requests.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Monitored front areas so that questions could be promptly addressed.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Kept high average of performance evaluations.
Bar Manager
The Frying Pan - Nyc
03.2005 - 03.2015
- Managed daily bar operations to ensure smooth service and customer satisfaction.
- Developed and implemented drink menus, enhancing beverage offerings and seasonal promotions.
- Trained and supervised staff on service standards, improving team efficiency and performance.
- Monitored inventory levels, reducing waste through effective stock management practices.
- Established strong relationships with vendors to negotiate favorable pricing and delivery schedules.
- Implemented cash handling procedures, ensuring accurate financial transactions during shifts.
- Resolved customer complaints promptly, maintaining high standards of guest experience.
- Conducted regular staff meetings to communicate goals and foster team collaboration.
- Closed out cash register and prepared cashier report at close of business.
- Created a welcoming atmosphere, fostering a loyal customer base and repeat business.
- Oversaw maintenance tasks for the bar area, ensuring a clean and safe environment for patrons at all times.
- Mentored and trained staff members to ensure exceptional customer service standards.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
- Handled conflict resolution among staff members promptly and professionally, maintaining a positive work environment.
- Introduced new cocktails to the menu based on market research that became popular choices amongst customers.
- Streamlined inventory management for optimal stock levels and reduced waste.
- Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
- Developed strong relationships with suppliers, negotiating favorable terms and pricing.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
- Enhanced team productivity through effective scheduling and task delegation.
- Increased revenue with creative marketing initiatives and promotional events.
- Guaranteed optimal beverage stock by assessing inventory and collaborating with owners for corrective action planning to limit expenses.
- Safeguarded compliance with health, safety, and sanitation regulations in all operations.
- Recruited, hired and trained staff on bar practices, customer service standards, and productivity strategies, providing Number% improvement over prior onboarding process.
- Managed financial aspects of the business, including budgeting, forecasting, and reporting.
- Improved customer service rankings by resolving issues quickly and accurately.
- Implemented drink prep procedures, significantly reducing wasted stock.
- Upsold daily specials and beverage promotions to exceed daily sales goals.
- Boosted customer satisfaction by implementing innovative bar management strategies.
- Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.
- Collaborated with kitchen team for seamless integration of food and beverage offerings.
- Established rapport with local community organizations to create mutually beneficial partnerships that increased brand visibility.
- Coordinated themed nights attracting different demographics expanding overall clientele.
- Implemented cost control measures to maximize profit margins without compromising on quality or service levels.
- Maintained up-to-date knowledge of industry trends and competitor offerings to stay ahead of the curve in the market space.
- Analyzed sales data to identify trends, adjusting menu offerings accordingly.
- Organized charity events at the venue which garnered positive press coverage while supporting social causes.
- Improved bar layout for better customer flow and comfort, increasing seating capacity and satisfaction.
- Coordinated with kitchen to improve speed and quality of food service, enhancing overall customer experience.
- Handled customer complaints professionally, resolving issues promptly and effectively.
- Streamlined bar operations by adopting more efficient scheduling system, reducing staff overtime.
- Enhanced supplier relationships, ensuring timely delivery of high-quality products.
- Implemented strict hygiene and safety protocols, ensuring safe environment for both staff and patrons.
- Conducted competitive analysis to stay ahead of trends, adapting offerings to meet market demands.
- Enhanced team performance through regular reviews and constructive feedback, fostering culture of excellence.
- Negotiated with suppliers to secure more favorable pricing, enhancing profit margins.
- Managed inventory to reduce wastage, ensuring optimal stock levels for daily operations.
- Elevated customer satisfaction with introduction of customer feedback system, addressing concerns promptly.
- Resolved customer complaints with empathy and efficiency, maintaining high level of customer service.
- Fostered positive work atmosphere, reducing staff turnover rates.
- Boosted bar revenue by implementing innovative cocktail menus and themed event nights.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Motivated staff to perform at peak efficiency and quality.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Developed unique events and special promotions to drive sales.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Purchased food and cultivated strong vendor relationships.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Maximized quality assurance by completing frequent line checks.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Oversaw food preparation and monitored safety protocols.
- Coordinated with catering staff to deliver food services for special events and functions.
Education
Bachelor of Arts - Illustration \ Visual Communication
Pratt Institute
Brooklyn, NY06.2000
Skills
- Reservation systems
- Policy adherence
- Industry awareness
- Telephone reservations
- Customer engagement
- Phone etiquette
- Reservation software
- Travel bookings
- Schedule maintenance
- International travel
- Cost planning
- Record preparation
- Travel planning
- Software for reservations
- Customer reservations
- Production leadership
- Teamwork
- Quick thinking
- Customer service
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Safety protocols and procedures
- Creative thinking
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Cash handling
- Detail-oriented
- Relationship building
- Phone and email etiquette
- Microsoft office
- Flexible schedule
- Data entry
- Task prioritization
- Self motivation
- Product knowledge
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Itinerary planning
- Computer literacy
- Documentation
- Goal setting
- Complaint handling
- Professionalism
- Interpersonal communication
- Quality control
- Documentation and reporting
- Staff training
- Payment processing
- Record keeping
- Time management abilities
- Continuous improvement
- Issue resolution
- Inventory management
- Adaptability
- Written communication
- Telephone etiquette
- Cultural awareness
- Professional demeanor
- Problem-solving aptitude
- Stress management
- Reservation confirmation
- Accommodation planning
- Invoice preparation
- Special needs assistance
- Language fluency
- Sabre software
- Corporate travel
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Achieved a solid work flow by introducing Salesforce for customer information and tasks Integrated for everyone.
- Documented and resolved theft issue which led to profit return.
- Collaborated with a team of two in the development of cocktail recipes, menus and marketing,
- Supervised team of 25 staff members.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Society of Illustrators NYC
- Pratt Alumni Visiting Artist
Work Preference
Work Type
Full TimeLocation Preference
On-SiteHybridRemoteImportant To Me
Career advancementCompany CultureWork-life balanceStock Options / Equity / Profit SharingPersonal development programsFlexible work hoursQuote
The price of anything is the amount of life you exchange for it.
Henry David Thoreau
Software
Microsoft Office Suite
Quickbooks
Salesforce
Timeline
Scheduling Coordinator
American Elevator of Atlanta
02.2025 - 11.2025
Bar Manager
The Frying Pan - Nyc
03.2005 - 03.2015
Leas Reservations Agent
Chateau Elan Resort & Winery
Bachelor of Arts - Illustration \ Visual Communication
Pratt Institute