Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
Generic

Rose Lamy

Philadelphia,PA

Summary

Dynamic Guest Service Representative with three years of experience in the hospitality industry. Skilled in delivering excellent customer service, resolving issues efficiently, and ensuring a positive guest experience. Strong communication and problem-solving abilities.

Overview

7
7
years of professional experience

Work History

Guest Service Representative

MSC CRUISES
Santo Domingo, RD
12.2022 - Current
  • Greeted guests and provided information regarding hotel services, amenities, and local attractions.
  • Assisted guests with check-ins and check-outs in a timely manner.
  • Provided assistance to guests throughout their stay.
  • Resolved guest complaints in a professional manner.
  • Answered incoming calls from guests seeking reservations or general information.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.

Team Manager

ALORICA RD
Santo Domingo, RD
07.2020 - 12.2022
  • Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
  • Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
  • Resolved conflicts between team members in a timely manner to maintain harmony within the team.
  • Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
  • Coached team for success by using corrective action processes.

Tier3 agent

ALORICA RD
Santo Domingo, RD
07.2019 - 07.2020
  • Answered customer inquiries regarding product features and technical issues.
  • Managed tickets in a helpdesk system to track customer requests and provide timely resolutions.
  • Resolved customer complaints in a professional manner while adhering to company policies and procedures.
  • Provided first-level technical assistance to diagnose and resolve basic computer issues such as internet connectivity, printer setup.
  • Collected, analyzed and reported on data for use in operational planning.

Tech support agent

ALORICA RD
Santo Domingo, RD
06.2017 - 07.2019
  • Provided customer service to clients through phone and email communication.
  • Developed customer relationships and ensured satisfaction with services.
  • Responded promptly to customer inquiries and complaints in a professional manner.
  • Maintained accurate records of all customer interactions, process customer accounts and file documents.
  • Assisted customers with placing orders, answering questions about products, pricing, availability, product uses and credit terms.

Education

Business Administration Unfinished Title -

Universidad abierta para Adultos UAPA
04.2024

Skills

  • Communication
  • Guest Relations
  • Computer Skills
  • Guest Orientation
  • Problem solving
  • Time management
  • Multitasking
  • Customer service
  • Attention to detail
  • Conflict resolution
  • Organization
  • Technical skills
  • Sales skills
  • Adaptability
  • Active listening
  • Relationship building
  • Leadership
  • Haitian Creole
  • French
  • Spanish
  • English

Personal Information

Title: Guest Service Representative

Languages

French
Native/ Bilingual
Spanish
Professional
English
Professional

Timeline

Guest Service Representative

MSC CRUISES
12.2022 - Current

Team Manager

ALORICA RD
07.2020 - 12.2022

Tier3 agent

ALORICA RD
07.2019 - 07.2020

Tech support agent

ALORICA RD
06.2017 - 07.2019

Business Administration Unfinished Title -

Universidad abierta para Adultos UAPA
Rose Lamy