Patricia Johnson
Moran,WY
Summary
Warm and friendly professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Committed to leaving a great, lasting impression.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Activities/Concierge Desk Agent
Vail Resorts Grand Teton Lodge
05.2008 - Current
- Managed up to 100 reservations daily over phone, in person, and via computer for guests and provided confirmation information.
- Trained and guided activities staff at Jackson Lake Lodge and Coulter Bay locations.
- Processed room charges, collected fees, and payments.
- Familiarized guests with Grand Teton National Park and surrounding area.
- Assisted guests with dining reservations and transportation.
- Compliance with policies, procedures and brand standards.
Customer Service Agent
WestJet Airlines
11.2006 - 05.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Managed gate operations working with flight crew to expedite the safe deplaning and boarding of aircraft.
- Completed certified trainer course, learning how to train new agents and hold instructional meetings regarding company policy compliance.
Juneau Base Sales Representative
Era Helicopters
05.2000 - 09.2007
- Managed customer accounts to secure customer satisfaction and repeat business.
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Resolved scheduling conflicts due to cruise ships docking late and aircraft maintenance.
- Dispatch and manifesting of tour aircraft - was able to comply with company protocol in the instance of an aircraft rollover incident as contact for NTSB and corporate office in Anchorage, AK.
Ski Resort Mountain Host Supervisor
Snow Summit Mountain Resort
11.1997 - 04.2006
- Built and established positive relationships with patrons, team members and supervisors.
- Monitored guests and enforced rules, maintaining safety for visitors and staff.
- Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
- Delivered information and details of interest about facility to visitors.
- Assisted with the first Winter X Games held at Snow Summit.
Education
High School Diploma -
Palm Springs High School
Palm Springs, CADiploma - Medical Office Specialist
Kaplan College
Palm Springs, CA07.2015
Skills
- Exceptional Hospitality Service
- Training
- HIPAA Guidelines
- Social Perceptiveness
- Citrix
- Sabre
- World Tracer
- Visual One
Accomplishments
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- Vail Resorts Epic Employee Award 2023
- Vail Resorts Ten Years of Service Award 2023
Certification
JetBlue Airlines CSA, JetBlue University, Orlando, FL.
Train the Trainer Certification, WestJet Airlines, Calgary.
American Hotel and Lodging Association (AHMA) Hospitality Supervisor
Timeline
Activities/Concierge Desk Agent
Vail Resorts Grand Teton Lodge
05.2008 - Current
Customer Service Agent
WestJet Airlines
11.2006 - 05.2023
Juneau Base Sales Representative
Era Helicopters
05.2000 - 09.2007
Ski Resort Mountain Host Supervisor
Snow Summit Mountain Resort
11.1997 - 04.2006
High School Diploma -
Palm Springs High School
Diploma - Medical Office Specialist
Kaplan College
JetBlue Airlines CSA, JetBlue University, Orlando, FL.
Train the Trainer Certification, WestJet Airlines, Calgary.
American Hotel and Lodging Association (AHMA) Hospitality Supervisor
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