Tamala Jackson
Summary
Passionate about transitioning into the hospitality industry, driven by extensive background in customer service and retail, as well as recent academic achievements and graduation in Hospitality and Restaurant Operations Management. After dedicating years to roles in retail, made the decision to return to school to deepen expertise and bridge the gap between past experience and future aspirations. Ultimate goal is to leverage HR management and financial operations skills to make a meaningful contribution to a hospitality business, with a long-term vision of owning a hotel bed and breakfast. With natural hospitality and social skills, enthusiastic about excelling in this industry and creating memorable experiences for guests.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Guest Experience Specialist
MARRIOTT INTERNATIONAL
10.2024 - Current
- Process guest check-ins, assigning rooms and activating room keys
- Co-ordinate with Housekeeping to track readiness of rooms for check-in and report any guest concerns
- Answer, respond to and process all guest calls, messages, questions or concerns
- Give guests information and directions regarding property and local areas of interest
- Process check-outs and resolving any disputed charges
- Process payments and room charges, as well as cashing guests' personal and traveler's cheques
- Confirm reservations and cancellations, running daily reports on the number of arrivals and departures
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Delivery Specialist
AMAZON FLEX
03.2024 - Current
- Delivered Packages: Picked up and delivered an average of 40-50 packages daily to customers' doorsteps and business offices, achieving a 98% on-time delivery rate
- Planned Routes: Strategically planned and optimized delivery routes, resulting in a 15% reduction in delivery times and increased overall route efficiency
- Operated Vehicle Safely: Adhered to all traffic laws and maintained a 100% accident-free record while driving in congested areas, ensuring the safety of deliveries
- Communicated Proactively: Maintained effective communication with dispatch and management regarding delays and issues, enhancing response times and resolution efficiency by 20%
Assistant Manager
VERSONA
06.2024 - 09.2024
- Tracked and evaluated sales performance against targets, identifying key areas for improvement which contributed to a 75% increase in sales over a 2-month period
- Built and nurtured relationships with top clients, achieving a 45% increase in customer retention and ensuring high levels of satisfaction with products and services
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
Activation and Repair Rep
SPECTRUM MOBILE(CHARTER COMMUNICATIONS)
12.2022 - 10.2023
- Delivered Accurate Information: Provided precise and relevant information in response to an average of 50 customer inquiries per day, achieving a 95% accuracy rate and reducing follow-up questions by 20%
- Managed Activation and Repair: Assisted with activation and repair processes, adhering to company status goals and achieving a 98% success rate in meeting activation targets and resolving technical issues
- Exhibited Excellent Customer Service: Demonstrated strong interpersonal and communication skills, receiving a customer satisfaction rating of 4.8 out of 5 and consistently earning positive feedback for professionalism and responsiveness
- Skilled at working independently and collaboratively in a team environment.
Personal Shopper
INSTACART
08.2017 - 01.2020
- Punctual and Positive: Consistently arrived on time for scheduled shifts with a 100% punctuality record, maintaining a positive attitude to enhance customer experience
- Efficient Product Handling: Organized, stacked, and processed food products in totes and boxes with precision, ensuring 99% accuracy in order fulfillment and reducing packaging errors by 15%
- Grocery Shopping and Delivery: Shopped for and delivered groceries to an average of 15 customers per day, achieving a 95% on-time delivery rate and maintaining a high satisfaction rating
- Product Substitution: Identified and provided alternative products when necessary, successfully accommodating 90% of out-of-stock situations and ensuring customer satisfaction with substitutions
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Service Representative Mentor
JCPENNEY DISTRIBUTION CENTER
08.2014 - 02.2019
- Delivered exceptional sales and customer service to retail clients, achieving a 25% increase in customer satisfaction scores
- Managed and processed inventory efficiently, reducing stock discrepancies by 15%
- Resolved customer escalations with a 90% first-contact resolution rate, improving overall customer retention
- Collaborated with internal teams to ensure timely and accurate delivery, enhancing on-time delivery rates by 35%
- Utilized telephone, chat, and email to facilitate effective communication with internal teams, contributing to a 35% improvement in cross-departmental collaboration
- Leveraged Salesforce and ADP systems to streamline operations, increasing data accuracy and efficiency by 25%
- Trained and mentored new associates, reducing onboarding time by 40% and boosting team productivity
Education
Associate Degree of Occupational Studies - Hospitality & Restaurant Operations Management
Auguste Escoffier School of Culinary Arts
10-2024
Skills
- Food Cost Control
- Inventory
- Knife Skills
- Menu Planning
- Mise en Place
- Safety & Sanitation
- Food Safety Knowledge
- Safety Procedure Knowledge
- Cleaning & Sanitation
- Expediting
- Plating
- Adaptable
- Creative
- Communicative
- Dependable
- Leadership
- Multitasking
- Organized
- Problem Solving
- Time Management
- Responsible
- Commitment
- Human Resources
- Business Mindset
- Confidence
- Recipe Development
- Quality Control
- Customer service
- Teamwork and collaboration
- Friendly, positive attitude
- Guest relations
- Reservation management
- Brand representation
- Data entry
- Verbal and written communication
- Guest accommodations
- Payment processing
- Product sales
- Reservation processing
- Services and amenities promotion
- Cash handling experience
- Office support
Certification
- Food Handlers Card
- Food Safety Manager Certification
- Forklift Certification
- Driver's License
- Certified Sales Professional (CSP)
Timeline
Guest Experience Specialist
MARRIOTT INTERNATIONAL
10.2024 - Current
Assistant Manager
VERSONA
06.2024 - 09.2024
Delivery Specialist
AMAZON FLEX
03.2024 - Current
Activation and Repair Rep
SPECTRUM MOBILE(CHARTER COMMUNICATIONS)
12.2022 - 10.2023
Personal Shopper
INSTACART
08.2017 - 01.2020
Customer Service Representative Mentor
JCPENNEY DISTRIBUTION CENTER
08.2014 - 02.2019
Associate Degree of Occupational Studies - Hospitality & Restaurant Operations Management
Auguste Escoffier School of Culinary Arts
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