Shelley Turner
Mansfield,OH
Summary
Professional with strong background in customer interactions and service solutions. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Director of Sales
TownePlace Suites by Marriott
Mansfield, OH
09.2024 - Current
- Developed and executed sales strategies to increase hotel occupancy rates.
- Fostered relationships with corporate clients to enhance direct bookings and revenue.
- Analyzed market trends to identify new opportunities for growth in local markets.
- Enhanced customer satisfaction levels by addressing concerns promptly and providing tailored solutions.
- Established pricing strategies to maintain competitive pricing and maximize profits.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Front Desk Agent
TownePlace Suites by Marriott
Mansfield, OH
09.2023 - Current
- Managed guest check-ins and check-outs efficiently, ensuring a smooth arrival experience.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Maintained accurate records of reservations, cancellations, and special requests using property management system.
- Collaborated with housekeeping to ensure room readiness according to brand standards and guest expectations.
- Assisted in training new staff on front desk procedures and customer service protocols.
- Processed payments and handled billing inquiries with attention to detail, ensuring accuracy in transactions.
- Developed strong relationships with guests, fostering loyalty through personalized service and follow-up communication.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- 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.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
Cook
Country Meadow
06.2023 - 09.2023
- Prepared diverse menu items adhering to food safety and sanitation standards.
- Operated kitchen equipment efficiently, ensuring consistent quality in food preparation.
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
- Prepared diverse cuisines to meet customer dietary needs and preferences, elevating dining experience.
Youth Care Specialist
Foundations For Living
10.2022 - 06.2023
- Implemented therapeutic activities, enhancing engagement and promoting positive behavior change.
- Provided crisis intervention support, de-escalating situations to maintain a safe environment.
- Maintained accurate documentation of client progress and incidents for compliance purposes.
- Advocated for clients' needs, fostering relationships that promote trust and open communication.
- Enhanced youth development by implementing engaging and interactive activities tailored to individual needs.
- Provided a safe and nurturing environment for at-risk youths, offering compassionate guidance during times of personal struggle.
- Developed life skills training curriculum to empower youths in making responsible decisions and preparing for independent living.
- Fostered positive relationships with youths, guiding them towards healthier choices and improved behaviors.
- Maintained strict confidentiality regarding sensitive information pertaining to each youth''s background and circumstances.
- Managed crisis situations effectively, deescalating conflicts and ensuring the safety of all involved parties.
- Completed clear and concise documentation of youth behavior and actions.
- Monitored daily interactions, ensuring safety and adherence to treatment protocols.
- Collaborated with multidisciplinary teams to evaluate progress and adjust interventions effectively.
- Developed and implemented individualized care plans for youth, enhancing behavioral outcomes and emotional well-being.
Stay At Home Mom
My Children
11.2016 - 10.2022
- Becoming a mom to 2 kids (Twins) I quickly learned how to multi-task, use my time wisely, adapt, problem solve, be creative, leadership, organization, manage people, plan, communicate, have empathy, patience, teaching, become a pro at conflict resolution and crisis management and prioritization.
Sales Associate
Puff's Tobacco
07.2015 - 10.2016
- Trained and mentored new sales associates on product knowledge and customer service techniques.
- Managed inventory levels, ensuring product availability and compliance with regulations.
- Utilized point-of-sale systems to process transactions accurately and efficiently.
- Fostered strong relationships with customers, resulting in repeat business and loyalty.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Manager
Gionino's Pizzeria
11.2014 - 06.2015
- Led daily operations, ensuring efficient workflow and adherence to quality standards.
- Oversaw compliance with health and safety regulations, fostering a safe work environment.
- Enhanced customer satisfaction through proactive engagement and resolution of concerns.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
Education
High School Diploma -
Crook County High School
Prineville, OR06.2007
Skills
- Customer service
- Computer proficiency
- Professional telephone demeanor
- Building rapport
- Clerical support
- Work ethic and integrity
- Cash handling
- Cash register operation
- Professionalism and courtesy
- POS system operations
- Guest inquiries
- ID verification
Languages
English
Native or Bilingual
Timeline
Director of Sales
TownePlace Suites by Marriott
09.2024 - Current
Front Desk Agent
TownePlace Suites by Marriott
09.2023 - Current
Cook
Country Meadow
06.2023 - 09.2023
Youth Care Specialist
Foundations For Living
10.2022 - 06.2023
Stay At Home Mom
My Children
11.2016 - 10.2022
Sales Associate
Puff's Tobacco
07.2015 - 10.2016
Manager
Gionino's Pizzeria
11.2014 - 06.2015
High School Diploma -
Crook County High School