Shawn Rice
Concord,NC
Summary
Dynamic customer service professional with a proven track record at Great Wolf Lodge Resort, excelling in guest satisfaction and problem-solving. Skilled in hospitality services and payment processing, I consistently enhanced guest experiences, leading to increased loyalty and positive feedback. Adept at managing high-pressure situations while maintaining exceptional service standards.
Overview
16
16
years of professional experience
Work History
Front Desk Agent
Great Wolf Lodge Resort
Concord, NC
12.2024 - Current
- Greeted and assisted guests with check-in and check-out procedures
- Managed reservations using hotel management software to ensure seamless operations
- Addressed guest inquiries and resolved issues promptly to enhance satisfaction
- Maintained cleanliness and organization of front desk area for efficient workflow
- Collaborated with housekeeping staff to ensure timely room availability for guests
- Supported team members during peak hours by coordinating tasks and responsibilities
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
Customer Service Representative
Humana Insurance Company
Aiken, SC
05.2020 - 09.2023
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM software to track interactions and ensure timely follow-up on service requests.
- Trained new team members on company policies, procedures, and best practices for customer engagement.
- Implemented process improvements that enhanced response times to customer issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Senior Production Planner
Textron Aviation
Aiken, SC
06.2009 - 11.2020
- Developed production schedules to optimize workflow and meet project deadlines.
- Coordinated with cross-functional teams to resolve supply chain issues efficiently.
- Analyzed inventory levels to reduce excess stock and improve turnover rates.
- Implemented process improvements that enhanced production efficiency and reduced waste.
- Planned production schedules, taking employee production rates, company needs and seasonal changes into account.
- Created and implemented tracking systems to monitor progress and meet deadlines.
- Forecasted production schedules and adjusted plans to accommodate changes in demand.
- Collaborated with cross-functional teams to align production plans with customer requirements.
- Employed accurate forecasting to increase efficiency and reduce waste.
- Directed materials planning and team performance to support company initiatives and goals.
- Worked with engineering, production, and testing departments to implement corrective actions for missed milestones.
- Created new production processes by analyzing current workflow and coordinating customer orders based on material availability and production capacity.
- Customized SAP production planning and detailed scheduling tools to support factory production initiatives.
Education
Bachelor of Science - Business Management
Southern New Hampshire University
Manchester, NH05-2025
High School Diploma -
Aiken High School
Aiken, SC06-2007
Skills
- Customer service
- Guest services
- Problem-solving skills
- Hospitality services
- Guest accommodations
- Room assignments
- Inventory oversight
- Payment processing
Timeline
Front Desk Agent
Great Wolf Lodge Resort
12.2024 - Current
Customer Service Representative
Humana Insurance Company
05.2020 - 09.2023
Senior Production Planner
Textron Aviation
06.2009 - 11.2020
Bachelor of Science - Business Management
Southern New Hampshire University
High School Diploma -
Aiken High School