Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Shelly McQuade

Bartlett,IL

Summary

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Concierge Agent

5th Avenue Concierge
Fort Lauderdale, FL
07.2022 - 08.2023
  • Managed multiple tasks simultaneously while ensuring quality service delivery.
  • Greeted guests upon arrival, offering assistance with luggage and transportation.
  • Followed safety protocols when dealing with hazardous materials or situations.
  • Prepared daily reports detailing guest arrivals and departures, room occupancy rates, VIP bookings.
  • Maintained an organized system for tracking lost and found items.
  • Resolved customer complaints in a professional manner while upholding company policies.
  • Performed administrative duties such as filing paperwork and responding to emails.
  • Assisted with the coordination of special events or functions taking place at the hotel.
  • Answered inquiries from guests regarding hotel services and amenities as well as general travel information.
  • Ensured safekeeping of packages and deliveries for guests.
  • Developed relationships with local vendors and service providers to enhance guest experiences.
  • Handled mail and package deliveries, keeping items secure.
  • Handled guest inquiries and resolved issues promptly to ensure satisfaction.
  • Prepared daily reports on guest requests and concierge activities.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.

Sales Associate

Sixt Rent A Car
Naperville, IL
03.2023 - 05.2023
  • Greeted guests in a friendly and professional manner.
  • Communicated effectively with team members to ensure smooth operations during peak hours.
  • Provided customer service to ensure guest satisfaction.
  • Enforced safety regulations among staff members.
  • Recorded guest comments or complaints, escalating to management for immediate resolution.

Customer Care Executive

Olympic Marine Usa online bookings remote
Davie, FL
11.2020 - 12.2022
  • Maintained accurate records of customer interactions, transactions, comments and complaints.
  • Investigated customer complaints and provided solutions within acceptable time frames.
  • Developed and maintained relationships with customers to ensure their satisfaction.
  • Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
  • Created detailed reports of customer interactions for internal records keeping purposes.
  • Resolved billing issues and disputes through effective problem solving techniques.
  • Developed customer satisfaction goals and coordinated with the team to meet them on a consistent basis.
  • Consulted with customers regarding needs and addressed concerns.

Managing Owner

Olympic Marine USA
Fort Lauderdale , FL
01.2018 - 01.2021
  • Analyzed market trends to determine potential opportunities for growth.
  • Developed and implemented strategies to increase profitability, reduce expenses, and improve customer service.
  • Ensured compliance with all applicable laws, regulations, policies and procedures.
  • Provided leadership to ensure that team members are motivated and productive.
  • Resolved customer complaints in a timely manner while upholding company standards.
  • Ensured compliance with applicable laws and regulations governing business operations.
  • Monitored competitors' activities in order to anticipate changes in the marketplace.
  • Recruited, hired, trained, coached, and evaluated employees as needed.
  • Managed inventory levels by ordering supplies when necessary and monitoring stock levels.
  • Developed long-term business goals and objectives that aligned with company strategy.
  • Organized events such as conferences or trade shows to promote the organization's brand.
  • Identified risks associated with operations and developed mitigation plans accordingly.
  • Implemented new processes or systems to streamline operations.
  • Built relationships with key stakeholders such as customers, suppliers, and partners.
  • Employed and managed vendors by negotiating deliverables, cost and expected quality.
  • Led startup and creation of operational procedures and workflow planning.
  • Reviewed customer feedback surveys to identify areas for improvement in customer satisfaction.

Personal Assistant to the Owner

Olympic Marine SARL
St Jean Cap Ferrat , France
12.1999 - 01.2005
  • Monitored inventory levels of office supplies needed by the owner.
  • Assisted in developing strategies to improve efficiency and productivity of business operations.
  • Arranged meetings between key stakeholders at request of owner.
  • Provided assistance in resolving customer complaints or issues escalated by owner.
  • Screened phone calls and emails to prioritize requests from clients or colleagues.
  • Updated contact lists of vendors, suppliers and customers on behalf of the Owner.
  • Served as a liaison between the Owner and other departments or personnel within the organization.
  • Performed general office duties such as photocopying, scanning documents.
  • Researched and organized travel arrangements for Owner.
  • Coordinated events, conferences, seminars and workshops as requested by the Owner.
  • Responded promptly to inquiries from clients or team members regarding projects handled by the owner.
  • Managed calendar invites for internal staff meetings or external client engagements.

Retail Sales Associate

Carrefour Antibes France
Valbonne , France
06.1998 - 12.1999
  • Provided product information and answered customer questions.
  • Handled customer complaints in a professional manner.
  • Answered customer inquiries via phone, email, and chat.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Gathered customer feedback through surveys and used the data to improve customer service.

Education

High School Diploma -

Dundee Crown High School
Carpentersville, IL
05-1984

Skills

  • Personal Assistance
  • Customer service expertise
  • Guest Relations
  • Strong interpersonal skills
  • Transportation Coordination
  • Conflict resolution expertise
  • Effective problem solving
  • Safety Procedures
  • Outstanding customer service
  • Guest experiences
  • Management interaction

Certification

Certified in CPR and AED by the American Heart assn. as well as trained and certified in emegency first aid

procedures.

Languages

French
Native/ Bilingual

Timeline

Sales Associate

Sixt Rent A Car
03.2023 - 05.2023

Concierge Agent

5th Avenue Concierge
07.2022 - 08.2023

Customer Care Executive

Olympic Marine Usa online bookings remote
11.2020 - 12.2022

Managing Owner

Olympic Marine USA
01.2018 - 01.2021

Personal Assistant to the Owner

Olympic Marine SARL
12.1999 - 01.2005

Retail Sales Associate

Carrefour Antibes France
06.1998 - 12.1999

High School Diploma -

Dundee Crown High School

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Shelly McQuade