RACHEL PHELPS

• Book reservations, appointments, accept payments and answer guest questions.
• Coordinate arrivals and departures of guests and resident move outs
• Train new team members in customer service strategies and property policies.
• Confirm arrival and departure times for guests.
• Apply sales skills to maintain full occupancy.
• Handle check-in and check-outs of guests daily by assigning lots, Vacation Rentals. Administering keys and answering questions.
• Give information about area attractions and provide directions.
• Resolve complaints.
• Double-check lot assignments to support accuracy and specialized customer service, utilities are working correctly
• Respond to guest inquiries, complaints and special requests to increase customer satisfaction.
• Collaborate with team members to handle guest requirements from check-in through check-out.
• Welcome guests on arrival, displaying professional and friendly approach.
• Oversee fast-paced front desk operations and guests' needs at busy resort.
• Answer phones with professionalism and return messages in a timely manner.
• Collaborate with Maintenance and housekeeping team members to facilitate smooth operations and items being completed on time.
• Maintained neat and orderly front desk and lobby area to uphold a warm welcoming atmosphere.
• Handle customer complaints to ensure proper service.
• Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
• Maintained accurate and up-to-date records of resident and guest information.
• Uphold rules and regulations policies and procedures by providing completing violations or phone calls when needed.
• Handle all Airbnb reservations and updates
• Asked open-ended questions to determine needs and assist customers in selecting appropriate sites/homes
• Trained and mentored all new team members.
• Used customer insights to develop innovative sales strategies to increase sales.
• Set and achieved company defined sales goals.
• Trained new employees on money handling and organizing strategies.
• Maintained current knowledge of evolving changes in RV living and travel
• Met with customers to discuss and ascertain needs, tailor solutions and close deals.
• Negotiated prices, terms of RV Placement Agreements. Put work orders in Yardi maintenance.
• Stay current on company promotions and industry trends.
• Record accurate and efficient records in customer database.
• Developed and maintained successful relationships with vendors, suppliers and contractors.
• Maintained and updated filing systems for paper and electronic documents.
• Oversee office inventory activities by ordering and stocking shipment receiving.
• Coordinate special projects and manage schedules.
• Coached new hires on company processes while managing employees to achieve maximum production.
• Manage compliance to keep organization operating within legal and regulatory guidelines.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Assist in organizing and overseeing assignments to drive operational excellence.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Monitor workflow to improve employee time management and increase productivity.
• Maintain compliance with company policies, objectives, and communication goals.
• Enforce rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
• Conducted routine inspections to check quality and compliance with established specifications throughout entire community.
• Identify unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
• Solicited customer feedback to identify and improve on areas of weakness.
• Evaluate customer needs and feedback to drive product and service
• Conduct regular reviews of operations and identified areas for improvement.
• Mentor newly hired employees on operating programs such as Microsoft Office, Word, Yardi, Rentpayment, CardPointe, and Campsot, SunAppSys. Used KnowledgeBase to assist in printing instructions for new hires and for myself when needed.
• Achieve results by working with team to meet established targets.
• Coordinate arrivals and departures in Campspot of guests. Use careful structuring of reservations to accommodate the most quests and profit as possible.
• Prepare sign-in sheets, name tags and other documents for events. Prepare manager memos and send them to residents/guests, staff, management to keep everyone informed about current information regarding the community events, rule reminders, amenities, new rules, vendors visiting the community , and special activities among many other items.

During medical leave of previous manager in the beginning of March 2023. I stepped up to keep the office in order and maintain all aspects of property was in perfect order. I worked to manage and do my regular role as Guest Services Coordinator as well. Many things needed to be kept up with while I worked alone and I got my rhythm down swiftly to ensure business success. Decisions and vendors needed extra special attention, along with residents and guests among many things i hadnt handled previously but I found easy to do. I helped direct and keep maintenance team and housekeeper informed regarding all aspects of keeping up the property and emergencies. Assisted multiple times with after hour needs including quests locking themselves out of Vacation rentals and help with maintenance issues on weekends such as air conditioning issues during the summer months. Interim manager stepped in a few hours a week to do payroll and assist with Vacation Rental paperwork for the 4 cottages I was able to sell, and do P&L reports, CapEx and lot mods that were needed. I collect mail daily as well as check our dropbox. Use Cashpro to deposit checks to bank and make bank runs for cash deposits. I spend a lot of time with people interested in renting our RPS lots. After working my entire life in customer service I feel I have perfected skills on concentrating on each person and their wants and different personalities to help them see the excellence in being a resident at a Sun Community or Resort. Genuine caring, conversation, tone of voice make a big impact on each person. Treating people the way I would want my family or myself treated has always been my number 1 priority! Daily Reports are also completed with ease. Talking with the residents each day and being seen as a part of the entire community is very important, it is a family. It shows the residents and the quests how you genuinely care about how they are doing and how we want them all happy staying with us. I keep the lobby stocked and tidy and decorate when Holidays are coming. Assist our new manager with learning about the property, people, policies, computer programs, sales, P&L reports, hiring new team members among many things, we work side by side a lot. As well as staging homes, selling brokered homes. Keeping track of all shed keys, and mail keys and security deposits. Drive around community with Manager daily to check out the community and chat with residents and follow up on any concerns. Schedule meetings when needed. Each day is different and always interesting, the work day goes by very quickly.

• Owner and Operator of Home Bakery business
• I turned my hobby into my own small business
• Through networking I have been selling gourmet baked goods to customers, receiving a warm welcome from the community
• Manage Pastry Chef responsibilities and orders by phone and email
• Anything from Cakes, Cookies to Cupcakes for different holidays and special occasions
• Also I take special requests for specific items such as specialty desserts and pies from time to time
• High level of customer service and quality products are my highest priority.

• Reception: Receive inbound calls from Amerilife Affiliates, Policy Holders, Agents, Applicants, employees etc and transfer to correct department after gathering caller's information for the correct assistance needed
• Send detailed messages to correct personnel and departments to assist with business needs in a timely and efficient manner
• Emphasizing use of an upbeat and friendly tone and helpfulness at all times
• Benefits and Claims Representative: Receive inbound calls from Healthcare Providers/ Facilities and Policy Holders and assist with providing current Medicare Supplement Policy Benefits and Eligibility questions and information
• Take calls from Policy Holders and Healthcare Facilities and Providers requesting detailed information on specific claims regarding payment details for benefits
• Administrative Office assistance tasks done as needed.

• Responsible for receiving inbound calls from Macy's Customers regarding their Furniture or Bedding purchase
• Schedule and reschedule deliveries
• Report any issues of damage of merchandise or personal property, and wrong merchandise delivered taking care of issue for customer that occurred to satisfy the customer and rectify the situation to customers satisfaction
• Priority being a one call take care of it all experience when possible
• Setup inspection of merchandise under warranty
• Respond to emails from customers regarding discussions previously had on telephone.

• Received inquiries by telephone, email and chat for customer service inquiries for the client Abercrombie & Fitch
• Assisted customers with online order inquiries and billing.

• Made and received telephone calls regarding potential fraudulent activity on credit card and checking account debit cards for card members of credit unions
• Answered questions from Fraud Representatives in the department regarding questions on member's accounts, department policies and procedures
• Assisted management on maintaining a quality and customer service friendly environment
• Provided feedback and suggestions to Supervisors and Management and Quality Assurance to help build the department from the ground up
• Trained new Representatives, Leads and Supervisor's
• Acting Supervisor in the absence of a Supervisor
• Maintained correspondence with credit unions we worked for in a professional manner at all times, and was always quick to resolve any questions regarding card holder accounts or our department practices.

• Greeted members arriving at the office
• Entered members into queue for service
• Handed out maps and travel books
• Answered phones and routed calls to correct department
• Planned travel routes for AAA Members
• Sold travel packages
• Greeted AAA Members and directed them to the correct department
• Sold car rental and hotel reservations for AAA sponsored locations
• Sold and upsold AAA Memberships
• Answered incoming calls from members.

• Greeted members arriving at the office
• Entered members into queue for service
• Handed out maps and travel books
• Answered phones and routed calls to correct department
• Planned travel routes for AAA Members
• Renewed DMV driver's licenses
• Booked hotel and car rentals for AAA Members
• Sold foreign currency to members for travel and reloadable VISA cards
• Sold American Express Travelers Checks
• Sold new and renewed AAA Member's memberships over the phone and in person at travel office
• 1 AAA Auto Club branch in the state of CT
• For sales and customer satisfaction.