Nicole Harms
Las Vegas,NV
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service and Hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Caesars Entertainment
Las Vegas, NV
08.2021 - 02.2022
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Used LMS software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
Pawnbroker
First Cash
Las Vegas, NV
11.2017 - 03.2021
- Managed database of loan information and customer contact details in V2, maintaining accuracy and using data to improve loan and buy processes.
- Performed weekly inventory checks.
- Received and processed payments for loan values and items purchased, recording all transactions in V2 system.
- Assisted clients with merchandise questions regarding musical instruments, jewelry, fashion, tools and electronics.
- Negotiated sale prices to reach target profit margins while reaching suitable pricing for customer.
- Performed store open and close procedures as part of shift responsibilities.
Server
Olive Garden
Las Vegas, NV
11.2015 - 07.2017
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Delivered quality services while maintaining friendly and welcoming environment.
Assistant Store Manager/CSR
Family Dollar
Sun Valley/Las Vegas, NV
09.2012 - 10.2015
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Rotated merchandise and displays to feature new products and promotions.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
Education
GED -
College of Southern Nevada
Las Vegas, NV2021
Skills
- Calm and Professional Under Pressure
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Multitasking and Prioritization
- Data Entry and Maintenance
- Training
- Staff supervision
- Negotiation
- Pricing structures
- Identification requirements
- Effective communicator
- Accurate money handling skills
Certification
Adult and Pediatric First Aid/CPR/AED, CPR Society - March 2021 to March 2023
Timeline
Front Desk Agent
Caesars Entertainment
08.2021 - 02.2022
Pawnbroker
First Cash
11.2017 - 03.2021
Server
Olive Garden
11.2015 - 07.2017
Assistant Store Manager/CSR
Family Dollar
09.2012 - 10.2015
GED -
College of Southern Nevada