Veronica Hawkins
Colona,IL
Summary
Flexible and hardworking Guest Services professional with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency. Driven to keep team members engaged, focused and dedicated to customer happiness. Organized with good communication and multitasking abilities.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Guest Experience Manager
Kasa Living
San Francisco, California
10.2019 - 08.2022
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Monitored guest experience team members for efficiency and accuracy of responses to all guest concerns.
- Coached and developed 11 associates to improve soft skills and recovery techniques.
- Motivated and rewarded employees to improve engagement.
Front Office Manager
360 Physical Therapy
Tempe, Arizona
06.2017 - 08.2019
- Supervised and guided all new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for hundreds of clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached 8 employees through day-to-day work and complex problems.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Front Office Supervisor
Gainey Suites Hotel
Scottsdale, Arizona
04.2013 - 05.2017
- Coached 8 employees through day-to-day work and complex problems.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Established and updated 8 work schedules to account for changing staff levels and expected workloads.
Daycare Assistant
Charmaine's Daycare
Scottsdale, Arizona
05.2007 - 03.2013
- Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
- Used patience, skill and various behavior modification techniques to maintain order and safety.
- Planned and implemented multiple crafts and other activities to spark interest and enhance development.
- Promoted learning and social development through structured and unstructured playtime.
Education
No Degree - Criminal Justice
Scottsdale Community College
Scottsdale, AZ05.2007
High School Diploma -
Coronado High School
Scottsdale, AZ 05.2003
Skills
- Solution Coordination
- Inquiry Response
- Effective Customer Service
- Service Quality
- Feedback Collection
- Creative Solutions
- Performance Monitoring
- Personnel Management
- Process Monitoring
- Leadership
Accomplishments
- Supervised team of 8 staff members.
- Documented and resolved guest concerns which led to positive reviews and customer retention.
- Achieved high team morale through effectively helping with Engagement activity planning and execution.
Certification
Crime Scene Reconstruction
Crime Scene Technology
Timeline
Guest Experience Manager
Kasa Living
10.2019 - 08.2022
Front Office Manager
360 Physical Therapy
06.2017 - 08.2019
Front Office Supervisor
Gainey Suites Hotel
04.2013 - 05.2017
Daycare Assistant
Charmaine's Daycare
05.2007 - 03.2013
No Degree - Criminal Justice
Scottsdale Community College
High School Diploma -
Coronado High School
Crime Scene Reconstruction
Crime Scene Technology
Similar Profiles
SARAH GRUBBSSARAH GRUBBS
Operations Manager at Kasa LivingOperations Manager at Kasa Living
Martin GrahamMartin Graham
Senior Training Specialist at Kasa LivingSenior Training Specialist at Kasa Living
Christopher RiveroChristopher Rivero
Guest Experience Specialist at Kasa LivingGuest Experience Specialist at Kasa Living