LiveCareer-Resume
Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary

Results-driven professional with 16 years of experience and focus on performance. Track record of success in building high-performance teams and managing fast-paced operations with great attention to detail and multitasking abilities. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating others.

Skills
  • Productivity Standards
  • Organization and Time management
  • Adaptability
  • Staff Management
  • Performance improvements
  • Employee engagement
Work History
06/2015 to Current
Call Center Shift Manager Grand Sierra Resort And Casino Reno, NV,
  • Established and oversaw performance targets for call center associates.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Maintained call center equipment in good working order to maximize productivity.
  • Conducted performance reviews to reduce resolution times and improve customer satisfaction ratings.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance on monthly basis and conveyed constructive feedback to improve skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
10/2009 to 05/2015
Assistant Reservations Manager Accor Hotels Carolina, PR,
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
  • Handled reservations and answered questions from interested patrons for busy 900-room hotel.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Utilized LMS to input all key data into hotel's database system.
  • Handled billing information over phone.
  • Resolved various issues and discrepancies for customers.
  • Provided customers with information about availability and pricing.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Worked closely with front desk to achieve full occupancy of property.
  • Defined clear targets and objectives and communicated to other team members.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance on yearly basis and conveyed constructive feedback to improve skills.
  • Delivered training for staff development, change management and materials, process and technical controls.
  • Improved staff morale and reduced employee turnover by planning a monthly appreciation.
  • Optimized processes and supervised 20 employees.
  • Effectively supervised staff of 20 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
04/2005 to 09/2009
Reservations Senior Agent Atlantis Casino Resort City, STATE,
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Utilized LMS to input all key data into hotel's database system.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
  • Handled reservations and answered questions from interested patrons for busy 900-room hotel.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Resolved various issues and discrepancies for customers.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Provided customers with information about availability and pricing.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Education
Expected in
No Degree: Communications
Truckee Meadows Community College - Reno, NV
GPA:
Expected in
No Degree: Secondary Education
University of Nevada - Reno - Reno, NV,
GPA:
Expected in 06/2000
High School Diploma:
Eldorado High School - Las Vegas, NV
GPA:
Certifications
  • CM - Certified Manager Certification from Atlantis Casino Resort
  • CM - Leadership Enrichment Program I from Grand Sierra Resort

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Resume Overview

School Attended

  • Truckee Meadows Community College
  • University of Nevada - Reno
  • Eldorado High School

Job Titles Held:

  • Call Center Shift Manager
  • Assistant Reservations Manager
  • Reservations Senior Agent

Degrees

  • No Degree
  • No Degree
  • High School Diploma

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