Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Samantha Pascoe

Saint Augustine,FL
Samantha Pascoe

Summary

Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful spa setting.

Competent Crew Member ready to take on demanding workload to achieve objectives. Experienced in organizing supplies and equipment for efficient use. Team player with drive to reach organizational goals.

Professional with strong background in customer engagement and satisfaction. Proven track record in effectively resolving issues and enhancing client experiences. Excel in team collaboration and adaptable to changing needs. Skilled in communication, problem-solving, and building rapport with clients.

Overview

4
years of professional experience

Work History

Samsonite

Customer Experience Agent
09.2023 - 02.2025

Job overview

  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Trained new customer service agents on policies and procedures to support favorable customer experiences.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Investigated customer complaints and escalated issues to address critical requests.
  • Leveraged excellent listening skills to understand each customer's unique situation, resulting in tailored recommendations that met their specific needs.
  • Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.

Massage Envy

Front Desk Associate
06.2022 - 09.2023

Job overview

  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Performed basic daily bookkeeping tasks.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Maintained clean and organized front desk areas to uphold polished company image.

AMC Theatres

Crew Member
08.2021 - 12.2021

Job overview

  • Worked well with teammates and accepted coaching from management team.
  • Took orders, prepared meals, and collected payments.
  • Collaborated with team members to complete orders.
  • Cleaned and maintained all areas of restaurant to promote clean image.
  • Addressed guest needs, questions, or concerns to create optimum experience onboard.
  • Prepared products following restaurant, health, and safety standards and procedures.
  • Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.

Education

Oakleaf High School
Orange Park, FL

05.2021

Skills

  • Front Office Support
  • Maintaining Clean Work Areas
  • Lobby Maintenance
  • Guest Interaction
  • Constructive Feedback
  • Problem-Solving Skills
  • Hospitality Service
  • POS Transactions
  • Professional Telephone Etiquette
  • Check in and Checkout Procedures
  • Complaint handling
  • Call center experience

Timeline

Customer Experience Agent

Samsonite
09.2023 - 02.2025

Front Desk Associate

Massage Envy
06.2022 - 09.2023

Crew Member

AMC Theatres
08.2021 - 12.2021

Oakleaf High School

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Samantha Pascoe