Zanalee Richards
Girdwood,AK
Summary
Detail-oriented operations and administrative professional with 9+ years of experience in customer service, scheduling, training, and remote business management. Proven ability to streamline processes, coordinate logistics, support executive operations, and deliver exceptional client experiences. Strong background in tourism, hospitality, and small-business operations, with advanced proficiency in Microsoft Office and CRM systems.
Overview
10
10
years of professional experience
Work History
Owner / Travel & Business Consultant
Island Frontier Travel
Girdwood, USA
09.2024 - Current
- Launched and operate a travel and consulting company specializing in itinerary design, lodging coordination, and backcountry travel logistics.
- Consult with clients to build personalized travel plans, excursions, and guided experiences.
- Manage business operations including invoicing, vendor communications, client onboarding, and reservations.
- Provide strategic guidance to small businesses in customer service optimization and administrative workflows.
Operations Manager
Alaska Backcountry Access
Girdwood, USA
01.2023 - Current
- Managed daily operations for guide and outfitting company, ensuring seamless trip coordination and customer communication.
- Created quotations and invoices for rental equipment, tours, and custom adventures.
- Maintained reservation calendars, inventory of rental equipment, and guide assignment schedules.
- Implemented process improvements to enhance efficiency and responsiveness for clients and staff.
Front Office Clerk / Room Attendant / Hostess
Alyeska Resort
Girdwood, USA
05.2021 - 09.2022
- Provided high-quality guest service including check-ins, room assignments, billing, and concierge support.
- Maintained accuracy in reservation systems and financial reporting, including nightly audits.
- Coordinated with housekeeping, maintenance, and management to resolve guest issues promptly.
- Promoted guest loyalty programs and supported front desk operations during high-volume periods.
Brand Advocate
Hinduja Global Solutions
Kingston, Jamaica
07.2020 - 04.2022
- Assisted customers with processing electricity payments and setting up payment plans.
- Educated clients on energy-saving practices to help reduce utility costs.
- Scheduled power installations for new move-ins and coordinated service disconnections for move-outs.
- Resolved account inquiries, service issues, and billing concerns with accuracy and professionalism.
- Documented customer interactions and updates to ensure accurate account records.
Brand Advocate
Concentrix
Kingston, Jamaica
09.2018 - 05.2020
- Helped clients identify CRM solutions to streamline operations and improve efficiency.
- Assessed business needs and recommended CRM features to enhance workflow.
- Supported clients with CRM setup, optimization, and best-practice use.
- Educated users on CRM tools, automation functions, and reporting capabilities.
Trainer / Facilitator
Sutherland Global Services
Kingston, Jamaica
10.2015 - 09.2018
- Facilitated onboarding, training programs, and skills development for new hires.
- Prepared training materials, evaluations, and performance reports.
- Collaborated with subject-matter experts to ensure training accuracy and relevance.
- Monitored trainee progress and provided coaching, support, and performance assessments.
Education
High School Diploma -
The Queen's School
Kingston, Jamaica07-2011
Skills
- Operations & Administrative Support
- Customer Service & Issue Resolution
- Remote Team Coordination
- Scheduling & Calendar Management
- Quotation & Invoice Preparation
- Reservation Systems
- Documentation & Reporting
- Process Improvement
- Training Facilitation
- Conflict Resolution & Mediation
- Data Management
- Microsoft Office Suite
Education
University of the Commonwealth Caribbean, Kingston, Jamaica
B.S.c Tourism & Hospitality Management
GPA: 3.54
Completion: Pending
References
References available upon request.
Timeline
Owner / Travel & Business Consultant
Island Frontier Travel
09.2024 - Current
Operations Manager
Alaska Backcountry Access
01.2023 - Current
Front Office Clerk / Room Attendant / Hostess
Alyeska Resort
05.2021 - 09.2022
Brand Advocate
Hinduja Global Solutions
07.2020 - 04.2022
Brand Advocate
Concentrix
09.2018 - 05.2020
Trainer / Facilitator
Sutherland Global Services
10.2015 - 09.2018
High School Diploma -
The Queen's School