Sheena Nelson
Ann Arbor,MI
Summary
Adaptable professional with 20 years of work experience and a proven knowledge of safety, executive support, staff training and development, and workflow prioritization. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
23
23
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
United Airlines
06.2022 - Current
- One on one customer interaction
- Communicate with customers
- Generate customers reservations and boarding passes
- Resolving disservice situations determine alternate flight options for delayed, cancelled, or missed flights, change or rebook reservation
- Read customers identification documents, baggage tags, and flight status information
- Operate computer to enter and retrieve data
- Lift baggage and boxes/packages weighing up to 70lbs
- Read weight of baggage from scale and assess baggage fee if required
- Ensure compliance with United and Federal Aviation Administration (FAA) regulations and policies.
GUEST RELATIONS HOST/HOSTESS
Disneyland Resort
08.2001 - 08.2022
- Handling Guests' enquiries, requests and comments
- Achieve Disney service standard which beyond Guests' expectation proactively
- Assist in group ticketing operations with cash handling duties
- Handling guest concern/complaints
- Problem solving
- Assisting with lost children
- Itinerary planning
- Assisting guest with disabilities i.e
- Signing up for Disability access services, assisting with Local Return Times
- Ensuring guest are equipped with best possible information to ensure they have magical experience while visiting resort
- Assistant with dining reservations
- Trouble shooting Disneyland app
- Engage with Guest by address needs, also answering questions, giving directions and other information about theme park and/or surrounding areas
- Crowd control during peak hours, parades and fireworks
- Assist with ticket upgrade/downgrade
- Assist with park reservations
- Provided directions to guests
- Provided information about local shopping, dining, nightlife and recreational destinations.
WORSHIP PASTOR/ADMINISTRATIVE ASSISTANT
Connecting Point Community Church
11.2018 - 07.2020
- As Worship Pastor, lead blended worship services on weekly basis
- This includes multiple elements of worship style
- Work with Pastoral and administrative staff; construct service orders and provided spiritual experience for congregation through music
- Oversee/Supervise Worship Department for all 5 CP locations
- Administrative Assistant
- Compile monthly team member schedule
- Increased number of team members, through recruitment, development, and creating and maintaining fun and engaging atmosphere
- Train and develop new leaders to maintain productive worship team
- Weekly QuickBooks Online Data entry
- Ensuring that all CP finances are processed correctly weekly
- Planning engaging music for multi-site church
- Set and carry out mission, vision, and purpose of Worship Department
- Assist in Launching several technological initiatives including Planning Center Online and QuickBooks online
- Standardized use and implantation of these technologies' organization wide
- Monitored and course-corrected musical standards across all campuses
- As Administrative Assistant at Connecting Point, role includes overseeing all Connecting Point finance aspects
- Streamlining office and finance processes, including assisting with reorganizing Connecting Point finance structure
- Overseeing team of 10 CP counters and maintain compliance with Connecting Point finance processes
- Perform general office duties such as ordering supplies, maintaining records, and performing basic bookkeeping work
- Weekly Process of all Connecting Point Offerings
- Make weekly deposits
- Travel to multiple Connecting Point locations to conduct training
- Proofread and edited correspondence to fix typographical errors or mistakes in grammar
- Resolved issues, escalating major conflicts and concerns to appropriate personnel
- Served as primary point of contact for facilitating operational and administrative inquiries
- Prepared purchase requisitions and requests for payment, informing managers of resources required
- Maintained office inventory by assisting with supply orders
- Maintained files and filing, keeping sensitive information confidential
- Screened incoming telephone calls, routing to appropriate personnel
- Trained staff on office procedures and software applications, driving operations
- Utilized financial reporting software to generate financial statements and create reports
- Counseled individuals or groups concerning spiritual, emotional, or personal needs
- Instructed people who sought conversion to particular faith
- Participated in fundraising activities to support congregational activities and facilities
- Prayed and promoted spirituality
- Trained leaders of church, community, or youth groups
- Shared information about religious issues by writing articles, giving speeches, or teaching.
ASSISTANT MANAGER
Cinemark
04.2009 - 11.2018
- Maintained clean, safe, and organized store environment to enhance customer experience.
- Ensuring all areas of theater including but not limited to, box office, podium, concession and user areas run smoothly
- Deal with any inquiries and complaints and monitor customer service
- Serve customers as needed
- Compile weekly employee schedule
- Check that products sell are well displayed
- Managing vendor deliveries
- Make daily deposits
- Balance out employee cash register drawers
- Complete employee evaluations
- Handling cash up to $10,000 daily
- Established and maintained excellent Customer service in all areas i.e, box office, concessions, usher, etc
- Operated cash registers
- Ensure that all proper breaks are given in timely matter
- Practiced safe procedures in processing of Food preparation within concession area
- Worked within Booth area ensuring movie films are set up properly and projectors are ready to show movies
- Build proper playlist, ensure that movie is at its highest quality for customer viewing
- Change light bulbs on projectors
- Processing Manager funds and transmittals
- Complete employee schedule
- Successful in receiving 100% on EcoSure and Health inspection while Concession Manager
- Recruitment and interviewing skills to identify staff vacancies and select candidates for open positions
- Conducted employee training and Orientations.
- Developed strong working relationships with staff, fostering positive work environment.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Education
High School Diploma -
California Charter Acedemy
Riverside, CA06.2002
Skills
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Understanding Customer Needs
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Customer Relations
- Problem Resolution
- Conflict Resolution
- Customer satisfaction measurement
Timeline
CUSTOMER SERVICE REPRESENTATIVE
United Airlines
06.2022 - Current
WORSHIP PASTOR/ADMINISTRATIVE ASSISTANT
Connecting Point Community Church
11.2018 - 07.2020
ASSISTANT MANAGER
Cinemark
04.2009 - 11.2018
GUEST RELATIONS HOST/HOSTESS
Disneyland Resort
08.2001 - 08.2022
High School Diploma -
California Charter Acedemy