NOVLETTE WALKER
Customer Experience Professional
Townsend,DE
Summary
Customer-focused professional with extensive experience in customer service, hospitality, and security management. Proven ability to lead teams, resolve conflicts, and enhance the customer experience through strategic problem-solving and relationship-building. Adept at maintaining safety, operational efficiency, and seamless service delivery in fast-paced environments. CORE SKILLS Customer Experience & Satisfaction Conflict Resolution & Problem-Solving Leadership & Team Management Safety & Emergency Response (First Aid/CPR Certified) Process Optimization & Operational Efficiency Strong Work Ethic & Adaptability
Overview
9
9
years of professional experience
Work History
Flight Attendant
PSA Airlines
08.2023 - Current
- Deliver exceptional customer service while ensuring passenger safety and comfort
- Resolve customer concerns swiftly and professionally to maintain a positive experience
- Collaborate with ground and flight crews to handle operational issues efficiently
- Conduct pre-flight safety checks and enforce FAA regulations to maintain compliance.
Account Manager
Allied Universal Security Services
01.2019 - 07.2023
- Led a team of 150 security officers and supervisors, overseeing hiring, training, and daily operations
- Managed client relationships, ensuring high satisfaction through proactive communication and service adjustments
- Balanced multiple priorities, including personnel scheduling, payroll, and compliance enforcement
- Developed and implemented security protocols to enhance customer and client safety.
Rooms Controller
Equinox Hotel
05.2020 - 01.2021
- Managed room inventory to optimize occupancy and reduce overbooking scenarios
- Handled VIP guest assignments, special requests, and service recovery to maintain guest satisfaction
- Coordinated between front desk, housekeeping, and management to streamline operations.
Front Desk Manager
Wyndham Vacation Ownership
01.2019 - 05.2019
- Supervised front desk operations, ensuring a seamless check-in/out process
- Conducted performance evaluations and provided coaching to improve staff efficiency
- Maintained office supplies and managed reports for senior management.
Front Desk Supervisor
Helmsley Medical Tower, Cushman Wakefield
10.2015 - 01.2019
- Provided leadership and training to front desk associates and insurance specialists
- Ensured employees had the necessary tools and knowledge to deliver high-quality service
- Developed and implemented procedures to enhance front desk efficiency and customer satisfaction.
Education
Master of Science - Emergency Management
12.2026
Bachelor of Science - Hospitality Administration & Management
01.2019
Timeline
Flight Attendant - PSA Airlines
08.2023 - Current
Rooms Controller - Equinox Hotel
05.2020 - 01.2021
Account Manager - Allied Universal Security Services
01.2019 - 07.2023
Front Desk Manager - Wyndham Vacation Ownership
01.2019 - 05.2019
Front Desk Supervisor - Helmsley Medical Tower, Cushman Wakefield
10.2015 - 01.2019
John Jay College of Criminal Justice - Master of Science, Emergency Management
New York City College of Technology - Bachelor of Science, Hospitality Administration & Management
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