Hi, I’m
Samantha Pascoe
Orange Park,FL
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
3
years of professional experience
Work History
Samsonite
Customer Experience Agent
09.2023 - Current
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.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Efficiently processed returns according to company policies while ensuring continued positive rapport with customers.
- 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.
- Used internal software to process reservations, check-ins and check-outs.
- Performed basic daily bookkeeping tasks.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Entered and updated sensitive customer information during check-ins and room changes.
- Answered guest questions and referred to local points of interest.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Answered multi-line phone system and enthusiastically greeted callers.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
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.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Prepared products following restaurant, health, and safety standards and procedures.
- Became familiar with products to answer questions and make suggestions.
- Operated cash register to ring up final bill and process various forms of payment.
- Packaged menu items into bags or trays and placed drink orders into carriers.
- Stocked shelves to organize aisles in assigned department.
- Escalated problems or complaints to relevant supervisor or manager for resolution.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
Education
Oakleaf High SchoolOrange 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 - Current
Front Desk Associate
Massage Envy
06.2022 - 09.2023
Crew Member
AMC Theatres
08.2021 - 12.2021
Oakleaf High School
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