guest experience specialist voice and non voice resume example with 19+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Experienced Corporate Guest Relations Customer Service professional offering over 6 years of experience resolving account and service concerns often as a last point of recovery for disgruntled hospitality customers. I smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers via voice and non voice channels. With focus on surpassing expectations and driving team success, I am ready to bring my top-notch oral and written communication, active listening and analytical problem-solving skills to Liberty Mutual. My skillset enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build brand loyalty. I am proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with a team-oriented mentality, I am dedicated to customer satisfaction, business goals and brand excellence. I understand the need to coordinate case documentation for any next steps while working remotely from my established home office setting.

  • Hilton - Commitment to Excellence Award recipient - earned quarterly.
  • Hilton - Collaborated on the CRX (Customer Excellence) team of agents from other Hilton corporate departments to review and development new strategies and best practices. 2017-19.
  • HOA Board - Developed Microsoft Excel homeowner maintenance and repairs tracking spreadsheets as President of Signal Ridge Owners association.
  • Strong interpersonal skills
  • Excellent communication skills - verbal & written
  • Conflict resolution with empathetic approach
  • Active listening
  • Critical thinking
  • Analytical skills
  • Adaptable & Flexible
  • Self-directed
  • Results oriented
  • Pleasant diplomatic demeanor
  • Exceptional telephone etiquette
  • Familiarity with Key Performance Indicators
  • Policy and procedure adherence
  • Brand success
  • Advanced MS Office Suite knowledge
  • Skilled in remote call center operation
  • Dedicated home office ready
  • Salesforce & Omni channel software proficiency
Work History
Guest Experience Specialist - Voice and Non Voice, 11/2014 - 09/2020
Hilton Worldwide - HRCC Guest Assistance City, STATE,
  • Provided guests with above-and-beyond service, including making reservations, transportation and dining arrangement as well setting up tours and local activities.
  • Advocated for guests with hotel management to resolve issues and generate positive customer experiences.
  • Acted as a last point of recovery for disgruntled guests with utilizing first call resolution technique.
  • Checked documentation and corrected issues in prompt fashion.
  • Advocated lines of communication with hotel management to make sure guests were satisfied with any issues arising from a current or recent stay.
  • Collaborated with other departments to coordinate solutions and retain guest satisfaction.
  • Monitored hotel onsite guest services personnel for efficiency and accuracy of response to guest complaints.
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
  • Explained security policies and procedures to guests and coordinated with hotel staff to promote visitor confidence and safety.
  • Updated customer hotel loyalty accounts as needed with add-on room charges, including minibar use and room service bills.
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
  • Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
Area Manager 2012-14, Program Manager 2000-12, 02/2000 - 03/2014
News America Marketing (News Corp) City, STATE,
  • New hire recruiting, initial field training, ongoing coaching and development for teams of 20-30 direct report merchandisers
  • Weekly QA audits to insure compliance at store level, inventory control, payroll review and approval.
  • Reduced turnover by enhancing training, motivation and engagement strategies with all employees.
  • Worked with field reps and store management daily to insure all client advertising programs maintained per cycle instruction throughout a network of grocery, drug, mass merch, office supply and convenience stores.
  • Resolved conflicts promptly to promote positive environment
  • Assumed ownership for team productivity, keeping within budget while managing workflow, meet or exceed quality standards.
  • Adhere to all confidentiality and NDA at all times.
Direct Response Representative , 10/2008 - 10/2011
West At Home - Call Center City, STATE,
  • Set up cohesive home office environment free of noise and distraction
  • Answered a high volume flow of incoming calls for over 30 products for sale and services by consumers responding to television commercials.
  • Documented and detailed calls using call center's CRM database.
BS/BA - Still Need To Finish Degree: Business Administration, Expected in
University Of Phoenix - Tempe, AZ
Status -
  • 3.22 GPA

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Resume Overview

School Attended

  • University Of Phoenix

Job Titles Held:

  • Guest Experience Specialist - Voice and Non Voice
  • Area Manager 2012-14, Program Manager 2000-12
  • Direct Response Representative


  • BS/BA - Still Need To Finish Degree

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