Sasha McClendon
Marietta,GA
Summary
Driven leader with strong problem-solving and customer service skills. Dedicated to providing highest level of service to customers and creating pleasant work environment for staff. Experienced individual serving years in customer service and hospitality industry.
Overview
5
5
years of professional experience
Work History
Director of Hospitality
The Lodge At Bridge Mill
2022.04 - Current
- Analyzed market trends to identify new opportunities for business expansion within the hospitality sector.
- Coordinated requests and managed third-party events hosted on property for charitable and other organizations.
- Oversaw facility management projects, ensuring timely completion without compromising on quality or safety standards.
- Developed and monitored annual goals and key metrics for continuous improvements for internal service groups.
- Revamped food and beverage offerings by working closely with culinary teams, leading to increased customer satisfaction ratings.
- Led a team of professionals in delivering exceptional guest experiences and maintaining high-quality standards.
- Approved annual sales targets, plans, excursion dates and menus.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
Customer Service Lead
Sedgwick CMS
2019.02 - 2022.03
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
Education
Bachelor of Science - Early Childhood Education
Stillman College
Tuscaloosa, AL06.2010
Skills
- Operational Efficiency
- Staff Training and Development
- Health and safety compliance
- Social Media Marketing
- Facility Management
- Data entry proficiency
- Exceptional communication
- Revenue Generation
- Policy Adherence
- Customer Service
- Critical Thinking
- Team Leadership
- Relationship Building
- Delegating Assignments and Tasks
Timeline
Director of Hospitality
The Lodge At Bridge Mill
2022.04 - Current
Customer Service Lead
Sedgwick CMS
2019.02 - 2022.03
Bachelor of Science - Early Childhood Education
Stillman College
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