Mia O'Laughlin
Diamond Bar,CA
Summary
Adept at navigating high-stress environments, I excelled in conflict resolution and customer service at Bank of the West, enhancing customer loyalty through empathetic engagement. My tenure at Sushi Riki showcased my ability to multitask and delight customers.
Overview
27
27
years of professional experience
Work History
Airbnb Host
Self-employeed
07.2016 - 11.2024
- Resolved conflicts or miscommunications promptly and professionally, maintaining positive relationships with guests even in challenging situations.
- Accommodated last minute requests to address needs of guests, achieving top guest satisfaction and repeat business.
- Managed all aspects of the hosting experience, from check-in to check-out, ensuring smooth operations for each guest stay.
- Enhanced guest satisfaction by providing personalized recommendations for local attractions and dining options.
- Hosted international travelers from various cultures, adapting communication styles accordingly while maintaining a warm, welcoming atmosphere throughout their stay.
- Developed a comprehensive house manual to provide clear instructions for guests during their stay.
- Customized homes in accordance with luxury and quality standards, continuously surpassing guest expectations.
- Maintained high occupancy rates through effective marketing strategies on various online platforms.
- Maximized revenue potential by adjusting pricing strategies based on market trends and demand patterns.
- Ensured compliance with all local regulations and laws pertaining to short-term rentals, including obtaining necessary permits and paying required taxes promptly.
- Coordinated with professional cleaning services between bookings, ensuring a pristine environment for incoming guests every time they arrived at the property.
- Optimized guest experience by inspecting properties prior to guest stays, coordinating repairs, and upgrades.
- Increased repeat bookings by fostering strong relationships with previous guests through excellent customer service and communication efforts.
- Monitored guest reviews closely, addressing any concerns or areas of improvement promptly to maintain high ratings consistently across multiple platforms.
- Streamlined the booking process for guests with efficient communication and prompt responses to inquiries.
Elementary School Volunteer
Quail Summit Elementary School
08.2011 - 05.2019
- Coordinated volunteer efforts during school-wide events, ensuring seamless and successful execution.
- Enhanced student engagement by implementing interactive and hands-on activities in the classroom.
- Assisted in organizing school events, fostering a positive school culture and community involvement.
- Supported teachers in developing strategies to improve overall academic performance of students.
- Augmented teacher''s efforts during art classes by preparing materials, assisting with instruction, and facilitating cleanup procedures.
- Prepared materials for class activities and art projects.
- Supported teachers in classroom instruction and activities by grading papers and creating presentations.
- Helped teacher prepare instructional material and displays.
- Assisted with school field trips and special events by collecting permission slips and payments.
- Graded and provided feedback on assignments.
Customer Service Representative
Bank of the West
09.2001 - 07.2006
- Working at Japanese Corporate Banking Department.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Server
Sushi Riki
04.1998 - 03.2001
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
Education
Associate of Arts - Business Administration And Management
Santa Ana College
Santa Ana, CA06-2000
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Conflict resolution
Languages
Japanese
Native or Bilingual
Timeline
Airbnb Host
Self-employeed
07.2016 - 11.2024
Elementary School Volunteer
Quail Summit Elementary School
08.2011 - 05.2019
Customer Service Representative
Bank of the West
09.2001 - 07.2006
Server
Sushi Riki
04.1998 - 03.2001
Associate of Arts - Business Administration And Management
Santa Ana College
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