Olivia Facey - Hardison
Nashville,TN
Summary
Dedicated Customer Service Specialist with exceptional skills in prioritization and multitasking within a fast-paced working environment. Thrives as a valuable team member, collaborating to achieve both personal and business goals. Known for strong presentation, communication, and problem-solving abilities, consistently delivering effective solutions to diverse customers with individual needs.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Guest Service Manager
Embassy Suites by Hilton
05.2024 - Current
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
- Conducted regular staff training sessions on customer service standards and company policies, promoting a consistent level of service across the team.
Guest Service Team Lead
Home2 Suites by Hilton
07.2023 - 05.2024
- Handled customer complaints in a professional manner
- Coordinated with other departments to ensure smooth operations
- Developed strategies to improve customer satisfaction levels
- Responded promptly to inquiries from guests or potential customers via phone or email
- Trained new hires on procedures, policies, and customer service expectations
- Managed team of front desk agents, supervising personnel in issue resolution
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills
Guest Service Agent
Home2 Suites by Hilton
05.2021 - 07.2023
- Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process
- Handled payment processing and provided customers with receipts and proper bills and change
- Responded to inquiries and room requests made online, by phone and via email
- Coordinated with internal departments to handle a wide range of guest needs
Call Center Representative
Exeter Finance
09.2018 - 02.2019
- Company Overview: Jamaica
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Contact customers with overdue accounts and attempt to either collect the overdue amount or negotiate a payment plan to collect it in installments
- Maintain records of contacts and attempted contacts with delinquent account customers as well as records of any payments collected from the customer
- Jamaica
Cashier Supervisor
Maxie Department Store
11.2017 - 08.2018
- Company Overview: Clarendon
- Greeted customers and responded to requests for information
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans
- Mentored employees in management of complicated sales, complex issues and difficult customers
- Reconciled registers to prepare daily bank deposits
- Trained employees on cash drawer operations and customer service protocols to carry out assigned tasks
- Clarendon
Assistant Customer Service Manager
Progressive Grocer
04.2011 - 01.2016
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Answered incoming calls and emails, providing front line customer support or assistance with product and service transactions
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
Education
Associate's degree - Business Management
Heart Trust National Training College
01.2016
Skills
- Decision Making
- Team Management
- Teamwork and Collaboration
- Problem Solving
- Customer Service
- Hospitality
- Supervising experience
- Hotel experience
- Communication skills
- Organizational skills
- Microsoft Excel
- Administrative experience
- Property Management Systems
- Staff Training and Development
Certification
NYU Hospitality and Tourism Industry Certificate
Timeline
Guest Service Manager
Embassy Suites by Hilton
05.2024 - Current
Guest Service Team Lead
Home2 Suites by Hilton
07.2023 - 05.2024
Guest Service Agent
Home2 Suites by Hilton
05.2021 - 07.2023
Call Center Representative
Exeter Finance
09.2018 - 02.2019
Cashier Supervisor
Maxie Department Store
11.2017 - 08.2018
Assistant Customer Service Manager
Progressive Grocer
04.2011 - 01.2016
NYU Hospitality and Tourism Industry Certificate
Associate's degree - Business Management
Heart Trust National Training College
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