Virginia Lenon
Administrative / Customer Service
Mancelona,MI
Summary
Dedicated customer service professional with 15+ years of proven remote work experience and extensive hospitality background. Skilled at managing guest inquiries, reservations, and complaint resolution across multiple communication channels including phone, email, and chat. Background includes resort management, office operations, and remote customer service roles where I consistently achieved high guest/customer satisfaction through empathetic problem-solving and attention to detail. Proven ability to manage time effectively, prioritize tasks, and maintain professional communication in fast-paced environments while working independently from home office.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Bookkeeper (Remote)
Tru North Renovations, LLC
08.2016 - Current
- Manage invoicing and accounts receivable using QuickBooks
- Maintain business tax records and filing
- Communicate with clients via email and phone regarding project updates
- Virtual Position
Customer Service Representative (Remote)
Clear Handbags & More
09.2011 - Current
- Provide exceptional customer service via phone and email, responding to inquiries in a timely and professional manner
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns with empathy and focus on positive outcomes
- Manage customer orders, modifications, and special requests with meticulous attention to detail and accuracy
- Handle all product returns and exchanges, ensuring prompt resolution and maintaining customer loyalty
- Collaborate with warehouse team daily to coordinate shipments, deliveries, and address customer concerns
- Maintain detailed customer records and generate monthly/quarterly reports on customer interactions
- Oversee Sales Directory and manage vendor relationships
- Virtual/Home Office
Bookkeeper (Remote)
Access Aloha Travel, Inc.
08.2010 - 01.2018
- Managed bookkeeping operations for hospitality/tourism business in remote capacity for 7+ years
- Communicated professionally with staff regarding vehicle maintenance schedules and operational needs
- Maintained detailed and accurate client files and booking records with attention to detail
- Managed invoicing and accounts receivable using QuickBooks
- Supported daily business operations through efficient financial management
- Virtual Position
Administrative Assistant
Shelton Rehabilitation Consulting
11.2010 - 01.2012
- Managed daily office operations and maintained all client files
- Provided personal contact with clients via face-to-face meetings, email, and phone
- Prepared correspondence to clients, attorneys, doctors, and other stakeholders
- Generated monthly reports and managed invoicing using QuickBooks
Resort Manager
Maple Lane Resort
04.2008 - 08.2010
- Managed all guest-facing operations including front office, reservations, and guest services for resort property
- Responded to guest inquiries and handled reservations, modifications, and cancellations via phone and in-person with professionalism and accuracy
- Investigated and resolved guest complaints with empathy and focus on satisfaction, ensuring repeat business
- Maintained comprehensive knowledge of resort services, amenities, policies, and local attractions to provide accurate information to guests
- Collaborated with housekeeping, maintenance, security, and grounds departments to ensure seamless guest experiences and fulfill special requests
- Set performance standards and trained front office staff on customer service excellence and reservation procedures
- Inspected guest rooms, public areas, and grounds to ensure quality standards for safety, cleanliness, and appearance
- Developed marketing materials and promotional campaigns using Publisher and PowerPoint
Restaurant Owner/Operator
Grumpies Diner
07.2000 - 02.2006
- Successfully managed family restaurant, increasing sales by 32% through exceptional service and guest satisfaction
- Investigated and resolved food, beverage, and service complaints, ensuring customer satisfaction and repeat business
- Trained service staff to enhance customer service and build guest loyalty through attentive, professional interactions
- Recruited, hired, supervised, and motivated staff of up to 15 employees
- Planned and coordinated catering events for groups up to 400 people
Education
Vocational Training - Business and Secretarial Practices
High School Diploma - undefined
01.1979
Skills
- Guest Services & Support
- Reservation Management
- Multi-Channel Communication
- Complaint Resolution
- Problem-Solving
- CRM & Booking Systems
- Hospitality Operations
- Remote Work Excellence
- Time Management
- Cross-Departmental Collaboration
- Customer Relationship Building
- Attention to Detail
- Proficient in QuickBooks and Microsoft Office Suite
- Systems: CRM Systems, Booking/Reservation Systems, Multi-line Phone Systems, Windows OS
- Skilled in utilizing various communication platforms
- Equipment: Scanners, Printers, Copiers, Fax Machines
- Active listening
Certification
- Certified Career Coach
- Certified Personal Coach
- Certified Life Coach
- Certified Health & Wellness Coach
Timeline
Bookkeeper (Remote) - Tru North Renovations, LLC
08.2016 - Current
Customer Service Representative (Remote) - Clear Handbags & More
09.2011 - Current
Administrative Assistant - Shelton Rehabilitation Consulting
11.2010 - 01.2012
Bookkeeper (Remote) - Access Aloha Travel, Inc.
08.2010 - 01.2018
Resort Manager - Maple Lane Resort
04.2008 - 08.2010
Restaurant Owner/Operator - Grumpies Diner
07.2000 - 02.2006
Forest Area Community Schools - High School Diploma,
- Vocational Training, Business and Secretarial Practices