Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Nicole Upthagrove

Auburn,WA

Summary

Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.

Overview

15
15
years of professional experience

Work History

Assistant Store Manager

AutoZone
Auburn, WA
03.2016 - 06.2024
  • Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
  • Provided leadership support during peak business hours by motivating staff members to meet targets.
  • Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
  • Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
  • Answered customer questions and addressed problems and complaints in person and via phone.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Front Desk Manager

Quality Inn
Federal Way, WA
01.2013 - 05.2016
  • Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
  • Managed reservations by answering calls, responding to emails and booking accommodations.
  • Analyzed data related to guest satisfaction surveys to identify areas needing improvement.
  • Responded promptly to emergency situations such as medical emergencies or fire alarms according to established procedures.
  • Greeted guests upon arrival and checked them in to their rooms.
  • Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
  • Promoted loyalty programs to encourage repeat business from customers.
  • Assisted with training new staff members on front desk procedures and policies.
  • Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
  • Maintained an up-to-date knowledge of hotel services, amenities and promotions.
  • Evaluated employee performance through regular feedback sessions and annual reviews.
  • Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
  • Provided excellent customer service by addressing guest inquiries promptly and professionally.
  • Organized daily room assignments and ensured all necessary paperwork was completed accurately.
  • Responded to guest reviews on TripAdvisor, Booking.com and other websites typically within 48 hours.
  • Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Anticipated guests' needs ahead of time and responded to requests efficiently.

Employee Dining Room Cook/Server

Seven Feathers Casino & Resort
Canyonville, OR
06.2009 - 11.2012
  • Followed established procedures and requirements for safe food handling, storage and service.
  • Provided excellent customer service to ensure satisfaction.
  • Accurately recorded orders on cash register and point-of-sale system.
  • Handled money transactions accurately while following company procedures for handling cash payments.

Front Desk Agent

Best Western Garden Villa Inn
Roseburg, OR
05.2009 - 11.2012
  • Scheduled reservations for groups and special events.
  • Stayed current on promotions, discounts, packages, and offers available at the hotel.
  • Provided excellent customer service while upholding company policies.
  • Processed payments accurately and efficiently.
  • Provided information about hotel amenities, services, and local attractions.
  • Inputted guest information into computer system accurately and securely.
  • Answered phones, responded to inquiries, and took messages.
  • Resolved customer complaints promptly and courteously.
  • Addressed customer needs in a timely manner.
  • Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
  • Computed bills, collected payments and made change for guests.

Education

Associate of Arts - Culinary Arts

California School of Culinary Arts
Pasadena, CA
02-2004

Skills

  • Customer Relations
  • Relationship building and management
  • Staff Scheduling
  • Store Organization
  • Loss Prevention
  • Sales expertise
  • Attention to Detail
  • Customer Service and Engagement
  • Cash auditing
  • Upselling and Cross Selling
  • Incident Reports
  • Inventory counting
  • Problem-Solving
  • Hiring and Training
  • Stock management

Accomplishments

  • Multiple Awards for Customer Service
  • Multiple Awards for Loss Prevention

References

References available upon request.

Timeline

Assistant Store Manager

AutoZone
03.2016 - 06.2024

Front Desk Manager

Quality Inn
01.2013 - 05.2016

Employee Dining Room Cook/Server

Seven Feathers Casino & Resort
06.2009 - 11.2012

Front Desk Agent

Best Western Garden Villa Inn
05.2009 - 11.2012

Associate of Arts - Culinary Arts

California School of Culinary Arts

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Nicole Upthagrove