Nicole Roberts
Escondido,CA
Summary
Dedicated Customer Service Representative providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
29
29
years of professional experience
Work History
Marketing Concierge
The Welk Resort
04.2025
- Provided exceptional guest service as a Marketing Concierge, enhancing visitor experiences and fostering positive relationships.
- Executed targeted marketing campaigns, driving substantial improvements in guest engagement and increasing bookings.
- Developed a feedback system for guests, enabling tailored marketing strategies and improving overall guest satisfaction.
- Cultivated strong guest relationships through personalized interactions, leading to enhanced loyalty and repeat visits.
- Implemented data-driven marketing strategies, achieving noticeable gains in guest engagement and booking rates.
- Worked closely with cross-functional teams to launch promotional events, increasing foot traffic and brand visibility.
- Answered calls for the resort regarding Marketing stays and tour times.
- Made outgoing calls to check on the guests stay, tend to their needs and help with sales.
Guest Relations Coordinator
The Welk Resort
02.2024 - 04.2025
- Managed guest check-ins and reservations to ensure accurate room assignments and timely arrivals.
- Resolved guest concerns with focused solutions that produced measurable improvements in satisfaction.
- Coordinated interdepartmental communication to speed issue resolution and increase operational efficiency.
- Implemented tracking for guest requests that reduced response time and improved service consistency.
- Made outgoing calls to confirm guests for their tour times.
Sales Advisor
Club Demonstration Services
03.2022 - 02.2024
- Do different demos every day promoting all types of products to Costco members.
- Cook and prepare different foods for the customers.
- Comfortably speak to large groups of people regarding different products.
- Answer questions and help customers find items while offering samples.
Customer Service Associate
Rhino Linings Corporation
08.1998 - 08.2000
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Educated customers on special pricing opportunities and company offerings.
- Addressed inquiries, resolved customer issues, and managed customer relations.
- Consulted with customers regarding needs and addressed concerns.
Cashier
Home Depot
08.2008 - 02.2000
- Collected payments and provided accurate change.
- Helped customers find specific products, answered questions, and offered product advice.
- Worked closely with front-end staff to assist customers.
- Processed sales transactions to prevent long customer wait times.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Operated cash register or POS system to receive payment by cash, check, or credit card.
Front Desk Agent
Best Western Hotel
09.1997 - 08.1998
- Welcomed patrons to the front desk and engaged in friendly conversations while conducting check-in process.
- Answered phones and greeted visitors to assist, answer questions, and direct.
- Posted charges, updated accounts, and issued bills to departing guests.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Responded to inquiries and room requests made online, by phone, and via email.
- Offered dining information and helped guests organize local activities to enhance their stay.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Input customer data into reservation systems and updated to reflect room changes.
- Supervised daily operations of the hotel front desk in the absence of the manager.
Front Desk Agent
Comfort Inn & Suites
09.1996 - 09.1997
- Welcomed patrons to the front desk and engaged in friendly conversations while conducting check-in process.
- Answered phones and greeted visitors to assist, answer questions, and direct.
- Posted charges, updated accounts, and issued bills to departing guests.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Responded to inquiries and room requests made online, by phone, and via email.
- Offered dining information and helped guests organize local activities to enhance their stay.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Input customer data into reservation systems and updated to reflect room changes.
- Supervised daily operations of the hotel front desk in the absence of the manager.
Education
High School Diploma - undefined
Escondido Adventist Academy
Escondido01.1988
Skills
- Critical thinking
- Problem Solving
- Decision Making
- Multitasking
- Time Management
- Leadership
- Communication
- Fast Learner
- Adaptability
- Computer Skills
- Teamwork
- Customer Service
- Cash Register
Timeline
Marketing Concierge
The Welk Resort
04.2025
Guest Relations Coordinator
The Welk Resort
02.2024 - 04.2025
Sales Advisor
Club Demonstration Services
03.2022 - 02.2024
Cashier
Home Depot
08.2008 - 02.2000
Customer Service Associate
Rhino Linings Corporation
08.1998 - 08.2000
Front Desk Agent
Best Western Hotel
09.1997 - 08.1998
Front Desk Agent
Comfort Inn & Suites
09.1996 - 09.1997
High School Diploma - undefined
Escondido Adventist Academy