1760 Chapel Street Houston, TX 77077 (123)-643-3864 email@example.com
Highly coordinated and organized Guest Relations specialist in search of a job opportunity in a people-oriented environment to provide resolution support and to administer guest relations.
Summary of Qualifications
Strong communication skills both in written and verbal Detail-oriented with excellent coordinating and prioritization skills Proficiency in using MS Office Application (Word, Excel, Access, Outlook) High level of customer service with the ability to establish and maintain rapport and working relationships Demonstrated skills in decision making, problem solving, and conflict resolution
Guest Relations Specialist, January 2007- Present Truama Medical Center, Kansas City, MO
Responsibilities Conducted and provided complaint resolution and service recovery for patients and other guests. Established rapport and trust, defused inappropriate behavior, identified issues, and agreed on an action plan with guests. Engaged and guaranteed appropriate resources for investigation and resolution. Furnished and provided timely feedback to complainant, ultimately resulting to complainant satisfaction, and loyalty. Maintained and retained cases in department database.
Guest Relations Coordinator, May 2004- December 2006 Buffets Inc., Eagan, MN
Responsibilities Monitored 800 Comment Call Line and recorded the number of calls and all guest correspondence. Arranged and categorized and the nature of each phone call in correspondence within the guest relations databases. Ensured guest comments are forwarded to responsible parties for resolution. Monitored unresolved cases and followed up to ensure all cases are properly resolved. Escalated and stepped up cases that are unresolved within the acceptable timeframe to the next level of authority.
Master’s Degree in Mass Communication, 2004 Yale University
Bachelor’s Degree in Mass Communication, 2002 Yale University