Sophie Wasik
Round Rock,TX
Summary
Knowledgeable Guest Service Representative experienced in busy spa and other professional settings. Driven and dedicated with focus on delivering exemplary service. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
3
3
years of professional experience
Work History
Guest Experience Specialist
Viva Day Spa
08.2023 - Current
- Coordinated with housekeeping and maintenance teams to ensure timely room availability and high-quality standards.
- Developed strong relationships with guests, fostering loyalty and repeat business through attentive service and genuine care.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in/out processes for improved efficiency and reduced wait times.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
Call Center Specialist
Viva Day Spa
03.2023 - 07.2023
- Streamlined call center operations for increased productivity by implementing effective communication strategies.
- Exceeded performance targets with diligent monitoring of calls and providing constructive feedback to team members.
- Handled sensitive information with discretion, adhering strictly to privacy regulations and company policies.
- Developed comprehensive knowledge of company products and services to provide expert assistance to customers.
- Managed high call volume while maintaining professional composure under pressure, ensuring positive customer interactions.
Member Retention Specialist
Hand And Stone Massage And Facial
06.2022 - 03.2023
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
Sales Associate
Hand And Stone Massage And Facial
12.2021 - 07.2022
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product/member offerings.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
Assistant Manager
Swim School Of Austin
06.2021 - 09.2021
- Contributed to an organized work environment by maintaining accurate records of faculty daily attendance, class incident reports, and chemical maintenance logs.
- Enhanced guest experience by swiftly resolving conflicts between patrons while maintaining a professional demeanor.
- Increased operational efficiency by performing routine equipment/pool checks and promptly reporting any issues or necessary repairs to management.
- Strengthened team morale through regular recognition of individual achievements in areas such as excellent customer service or outstanding contributions to facility maintenance.
- Planned, coordinated and promoted aquatics programs to optimize water safety.
Education
Certification - Real Estate
Austin Community College
Austin, TX05.2026
High School Diploma -
Penn Foster Career School
Scranton, PA10.2022
Skills
- Exceptional communication
- Conflict resolution
- Attention to detail
- Guest relations
- Positive attitude
- Strong interpersonal skills
Timeline
Guest Experience Specialist
Viva Day Spa
08.2023 - Current
Call Center Specialist
Viva Day Spa
03.2023 - 07.2023
Member Retention Specialist
Hand And Stone Massage And Facial
06.2022 - 03.2023
Sales Associate
Hand And Stone Massage And Facial
12.2021 - 07.2022
Assistant Manager
Swim School Of Austin
06.2021 - 09.2021
Certification - Real Estate
Austin Community College
High School Diploma -
Penn Foster Career School
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