Summary
Overview
Work History
Education
Skills
Timeline
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Shakera Carr

Norwood,PA

Summary

Driven professional with a proven track record in guest experience and team leadership, notably at Minute Suites. Excelled in reservation management and complaint handling, enhancing customer satisfaction and loyalty. Skilled in both exceptional communication and financial transactions, led teams to surpass performance targets through effective training and operational improvements. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

10
10
years of professional experience

Work History

Guest Experience Agent

Minute Suites
06.2023 - Current
    • Took reservations over phone and through email, recording guest information in computer system and verifying details.
    • Collaborated with team members to handle guest requirements from check-in through check-out.
    • Maintained neat and orderly front desk and lobby area to uphold hotel standards.
    • Processed guest check-ins and check-outs following procedures for fast turnover.
    • Answered hotel phones with professionalism and directed calls appropriately.
    • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
    • Handled customer complaints to satisfy and retain guests.

Team Leader

Wawa Food Markets
11.2018 - 03.2021
    • Established open and professional relationships with team members to achieve quick resolutions for various issues.
    • Reviewed, implemented and updated company records related to team activities for future reference.
    • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
    • Assisted in recruitment to build team of top performers.
    • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
    • Evaluated customer needs and feedback to drive product and service improvements.

Service Manager

Chipotle
11.2016 - 10.2018
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Met with customers to discuss service needs and offer available solutions.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Monitored service staff performance and provided feedback for improvement.
  • Monitored inventory levels and placed orders to replenish stock.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Shift Leader

Tropical Smoothie Cafe
10.2014 - 10.2016
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Trained new employees and delegated daily tasks and responsibilities.

Education

High School Diploma -

Lankenau High School
Philadelphia, PA
06.2011

Skills

  • Exceptional communication
  • Reservation Management
  • Complaint Handling
  • Food and Beverage Area Setup
  • Basic accounting
  • Financial Transactions

Timeline

Guest Experience Agent

Minute Suites
06.2023 - Current

Team Leader

Wawa Food Markets
11.2018 - 03.2021

Service Manager

Chipotle
11.2016 - 10.2018

Shift Leader

Tropical Smoothie Cafe
10.2014 - 10.2016

High School Diploma -

Lankenau High School

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Shakera Carr