Shannon Rowland
Las Vegas,NV
Summary
Dynamic professional with proven expertise in customer service and housekeeping at Siegel Slots & Suites. Excelled in handling high call volumes and maintaining sanitation standards, enhancing customer satisfaction and loyalty. Skilled in CRM software and active listening, adept at fostering team development and resolving complaints efficiently. Achieved a significant increase in repeat business through exceptional service and problem resolution.
Overview
2
2
years of professional experience
Work History
CSR
Siegel Slots & Suites
09.2024 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Housekeeper
Siegel Slots & Suites
08.2022 - 09.2024
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Dusted picture frames and wall hangings with cloth.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Increased room availability by managing time wisely and completing tasks within designated deadlines.
Education
South Lake Tahoe High
South Lake Tahoe, CA06.2000
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Active listening
- Customer service
- Customer relations
- Payment processing
- Problem resolution
- Team development
Timeline
CSR
Siegel Slots & Suites
09.2024 - Current
Housekeeper
Siegel Slots & Suites
08.2022 - 09.2024
South Lake Tahoe High
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