Natalie Cross
Waco,TX
Summary
Experienced and proactive professional offering many years of customer service needs. Talented with many years of experience providing fast, accurate, and empathetic support to a wide range of customers. Decisive planner with good communication and problem-solving abilities.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Front Office Manager
Holiday Inn & Suites Waco Northwest
Bellmead , TX
11.2017 - 01.2024
- Coordinated with other departments to ensure smooth functioning of operations.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Resolved conflicts between customers or staff members professionally.
- Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
- Analyzed customer feedback data to identify areas of improvement.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
Front Desk Receptionist
Sleep Inn & Suites
Hewitt , TX
06.2011 - 11.2017
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Greeted customers warmly and made them feel welcome.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
Customer Service Representative
EMSI Examination Management Services
Hewitt , TX
07.2007 - 06.2011
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Conducted regular follow-up calls with customers after resolving their issues.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified opportunities for upselling additional products or services based on customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
High School Diploma -
Liberty High School
Liberty, TX05-2000
Some College (No Degree) - Dental Assistant
Kingwood College
Kingwood, TXSkills
- Oral and writing communication
- Workflow Coordination
- Proposal Writing
- Problem Solver
- Effective Multitasking
- Adaptability
- Patience
- Technical Knowledge
- Professional Correspondence
- Tenacity
- Client Relations
- Office Administration
- Effective Planning
- Issue handling
- Data Entry
- Hospitality services
- Customer Service
Certification
- Dental Assistant Certificate
Languages
English
Professional
Timeline
Front Office Manager
Holiday Inn & Suites Waco Northwest
11.2017 - 01.2024
Front Desk Receptionist
Sleep Inn & Suites
06.2011 - 11.2017
Customer Service Representative
EMSI Examination Management Services
07.2007 - 06.2011
High School Diploma -
Liberty High School
Some College (No Degree) - Dental Assistant
Kingwood College
- Dental Assistant Certificate
Similar Profiles
Emma NandEmma Nand
Director of Sales - NZ at voco Auckland City Centre (201 KEYS), Holiday Inn Express Auckland (294 KEYS), Holiday Inn Express and Suites Queenstown (227 KEYS)Director of Sales - NZ at voco Auckland City Centre (201 KEYS), Holiday Inn Express Auckland (294 KEYS), Holiday Inn Express and Suites Queenstown (227 KEYS)
Kristi LewisKristi Lewis
Front Office Manager at Holiday Inn Express Suites/Candlewood SuitesFront Office Manager at Holiday Inn Express Suites/Candlewood Suites
Olivia MartinezOlivia Martinez
Sales Manager at Holiday Inn Presidential/Comfort Inn & SuitesSales Manager at Holiday Inn Presidential/Comfort Inn & Suites