Open To Work
Paula Capron Capehart
Zephyrhills,United States
Work Preference
Summary
Office manager with a focus on improving client experiences through personalized service and attention to detail. Proven expertise in project management and communication, facilitating smooth operations and achieving high customer satisfaction rates.
Overview
22
22
years of professional experience
Work History
Travel Agent
Cruise Brothers
Miami, Florida
06.2023 - Current
- Provided personalized advice on exceptional cruise experiences to expand travel options.
- Developed travel itineraries focused on cruise packages and unique destinations.
- Managed booking processes using industry-specific software to streamline reservations.
- Managed booking processes using industry-specific software to streamline reservations.
- Researched airfare and hotel availability via reservation systems to enhance client experiences.
- Processed client payments through cash or credit cards to ensure seamless transactions.
- Resolved customer complaints to ensure high satisfaction with services provided.
Customer Service Rep
GEICO
Lakeland, FL
11.2021 - 11.2023
- Managed incoming phone calls to deliver prompt assistance to customers, enhancing their experience.
- Guided customers through policy inquiries and claims processing for efficient resolutions.
- Resolved billing inquiries to provide policyholders with clear financial understanding.
- Coordinated policy changes and provided tailored recommendations to align with policyholder needs.
- Provided comprehensive insurance advice to help customers make informed decisions.
Department Head
Hobby Lobby
Lutz, Florida
02.2019 - 11.2021
- Exceeded standard service levels by crafting an exceptional customer experience.
- Demonstrated effective service and sales techniques to enhance client interactions.
- Completed daily store operations efficiently, ensuring smooth workflow.
- Unloaded and organized merchandise from delivery trucks, optimizing stockroom-to-store transitions.
- Maintained product quality through consistent rotation and inventory checks.
- Trained new associates to uphold company standards and practices.
- Assisted customers with product inquiries to drive satisfaction and sales.
Operation Manager (Remote)
Turks & Caicos Real Estate Association
Providenciales, TCI
03.2006 - 02.2019
- Oversaw data management for real estate agents, ensuring compliance and operational accuracy.
- Developed training curriculum for new members on MLS system functionalities.
- Coached team members through targeted mentorship to enhance job performance.
- Enforced customer service standards while resolving issues to maintain service quality.
- Processed applications for new members, clearly communicating company objectives.
- Implemented strategies to effectively enhance customer satisfaction and loyalty.
- Led team meetings and individual coaching sessions to drive continuous performance improvement.
- Coordinated MLS operations, including member fee payments, to optimize efficiency.
Sales Executive/Office Administrator
Beaches Turks and Caicos Resort and Red Lane Spa
Providenciales, TCI
03.2004 - 02.2006
- Conducted onsite inspections for VIP bookings and travel agents to uphold service quality.
- Proactively organized wedding functions and resolved issues for seamless event execution.
- Drafted correspondence for travel agents, wedding parties, banquet events, and cocktail dinners.
- Provided exceptional service by addressing customer concerns promptly and effectively.
- Oversaw inventory management, payroll processing, commission payments, guest feedback, and billing collections.
- Spearheaded projects that boosted revenue by 45% through targeted strategies.
- Created hotel sales promotions and generated monthly reports to analyze wedding performance.
Education
B.A. - Business Management
Saint Leo University
Saint Leo, FL, United StatesSkills
- Travel reservation systems
- Itinerary planning
- Destination management
- Transaction processing
- Client relationship management
- Client needs assessment
- Client engagement strategies
- Attention to detail
- Problem solving
- Analytical skills
- Effective communication
- Interpersonal skills
- Leadership and teamwork
- Employee training
- Policy compliance
Activities
- 1st Secretary of Providenciales Secretary Association, Providenciales, TCI
- American Express & Caribbean Hotel Association Certificate, Beaches Resort & Spa, Turks & Caicos Islands, TCI
- Awarded Excellence in Customer Service, Citicorp (Citi), Tampa, FL
- President of the Running Club, Provo Road Runners, Turks & Caicos Islands, TCI
Timeline
Travel Agent
Cruise Brothers
06.2023 - Current
Customer Service Rep
GEICO
11.2021 - 11.2023
Department Head
Hobby Lobby
02.2019 - 11.2021
Operation Manager (Remote)
Turks & Caicos Real Estate Association
03.2006 - 02.2019
Sales Executive/Office Administrator
Beaches Turks and Caicos Resort and Red Lane Spa
03.2004 - 02.2006
B.A. - Business Management
Saint Leo University