Sophie Lyons
Emergency Response Specialist
Denver,CO
Summary
With a background in incident management and customer service, I excel at resolving complex issues. I am adaptable, thriving in dynamic environments and energized by challenges. Highly organized and detail-oriented, I effectively manage multiple tasks, ensuring precision in every aspect of my work. My ability to recognize individual attributes fosters collaborative relationships, and my passion for creativity balances with my analytical nature driving me to build innovative strategies.
Overview
5
5
years of professional experience
Work History
Emergency Response Specialist
EF World Journeys
06.2022 - Current
- Serve as the primary point of contact for resolving customer issues during tours, delivering real-time solutions to ensure a seamless and positive travel experience.
- Manage on-tour disruptions in collaboration with operations and incident response teams, addressing flight cancellations, industry strikes, medical emergencies, mental health crises, interpersonal conflicts, and quality concerns.
- Oversee a case management platform tracking up to 200 active incidents, ensuring precise documentation and cross-functional alignment.
- Provide strategic guidance to staff on crisis communication, service recovery strategies, and escalation protocols to enhance resolution efficiency.
- Design and lead training sessions, case studies, and process improvements to strengthen incident management and elevate team performance.
- Drive key initiatives as a tactic owner for team objectives; optimizing workflows, improving customer experience, and driving operational excellence.
Intern
Big Cedar Lodge
05.2021 - 10.2021
- Gained experience in marina management by shadowing operations leaders.
- Provided guest services by managing 50+ calls per shift.
- Processed reservations, retail sales, and guest transactions.
- Audited invoices for merchandise deliveries to ensure accuracy.
- Coordinated fishing tours, champagne boat tours, and dinner cruises.
Front Desk Receptionist
Hotel Vandivort
01.2021 - 05.2021
- Upsold hotel services and facilities to drive revenue and enhance guest experiences.
- Responded to guest inquiries about amenities, directions, and local attractions.
- Managed check-ins and account maintenance for 98 rooms.
- Posted charges to guest accounts for rooms, services, food, and beverages.
- Built relationships with repeat business travelers, establishing corporate accounts.
Floor Manager
Black Sheep Restaurant
05.2020 - 12.2020
- Hired and trained staff to align with company values and ensure top-tier service.
- Facilitated communication between guests, front-of-house, and back-of-house.
- Led pre-shift meetings to review specials, service goals, and reservations.
- Ensured restaurant compliance with food safety and sanitation standards.
- Managed employee time clocks and labor costs.
- Communicated daily financials with business owners.
Education
Bachelor of Science - Hospitality Management
Missouri State University
Springfield, MOSkills
- Adaptability – Flexible, Present-Focused
- Restorative – Solutions-Oriented Problem-Solver
- Individualization – Tailored Relationship Builder
- Ideation – Creative, Big-Picture Thinker
- Analytical – Data-Driven Critical Thinker
Timeline
Emergency Response Specialist
EF World Journeys
06.2022 - Current
Intern
Big Cedar Lodge
05.2021 - 10.2021
Front Desk Receptionist
Hotel Vandivort
01.2021 - 05.2021
Floor Manager
Black Sheep Restaurant
05.2020 - 12.2020
Bachelor of Science - Hospitality Management
Missouri State University
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