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, IL05-1984
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
Certified in CPR and AED by the American Heart assn. as well as trained and certified in emegency first aid
procedures.
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