Summary
Overview
Work History
Education
Skills
Timeline
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DAZJON WARD

Glen Burnie

Summary

Customer Service Specialist with expertise in prioritization and multitasking in fast-paced environments. Collaborative team player with a track record of achieving personal and business goals. Highly skilled in successfully resolving escalated customer support issues. Experienced with POS systems, OnQ, Lightspeed, and Opera Cloud.a Cloud. Seeking a growth-oriented organization that aligns with my values.

Overview

9
9
years of professional experience

Work History

Guest Experience Agent

The Ivey's Hotel
Charlotte
10.2023 - 10.2024
  • Gave clear directions to local museums, restaurants and places of interest to patrons.
  • Offered guests beverages and refreshments upon check-in.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Spoke with patrons to make conversation, answer questions or to respond to complaints.
  • Greeted walk-in and phone guests, determining interests and needs.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Facilitated communication between departments within the hotel to ensure smooth operations.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Built and maintained productive relationships with employees.

Task Force Front Desk Agent

WF Hospitality
06.2022 - 03.2023
  • Provide temporary front desk support at multiple properties including The Westin Edina Galleria, Le Meridien Oakbrook, and Sheraton West Des Moines.
  • Answered telephones and greeted visitors to assist, answer questions and direct.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Input and confirm reservations for guests.
  • Answered guest inquiries, recommending shopping, dining, or entertainment.
  • Recorded guest comments or complaints, escalating to management for immediate resolution.

Guest Service Associate

European Wax Center
Charlotte
12.2021 - 06.2022
  • Maintained a neat, clean, and organized front desk area at all times.
  • Developed strong relationships with repeat customers through positive interactions.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Guaranteed guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.

Front Desk Agent

Aloft Hotel
Hanover
05.2018 - 03.2020
  • Greeted customers in a professional and friendly manner.
  • Answered phones, responded to inquiries, and took messages.
  • Assisted with check-in and check-out procedures for guests.
  • Processed payments accurately and efficiently.
  • Provided information about hotel amenities, services, and local attractions.
  • Verified accuracy of room rates and other charges during check-in process.

Sales Associate

Champs Sporting Goods
Columbia
11.2015 - 11.2017
  • Greeted customers and provided exceptional customer service.
  • Upsold additional items based on customer interests and needs.
  • Demonstrated product features and benefits for customers' needs.
  • Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
  • Maintained cleanliness of store environment including floors, windows, displays.
  • Provided accurate information about products, prices and services.
  • Attended weekly team meetings to review performance goals and objectives.
  • Answered incoming telephone calls to provide store, products and services information.
  • Greeted customers to determine wants or needs.

Education

Bachelor of Science - Psychology

University of Maryland
College Park, MD
12.2022

Associate of Science - Social Sciences

Howard Community College
Columbia, MD
05.2021

High School Diploma -

Hammond High School
Columbia, MD
06.2015

Skills

  • Positive attitude and communication
  • Remote office availability
  • Microsoft Office proficiency
  • Team management skills
  • Problem-solving abilities
  • Relationship building expertise
  • Payment processing and cash handling
  • Guest relations management
  • Registration processing skills
  • Hospitality service excellence
  • Training and mentoring

Timeline

Guest Experience Agent

The Ivey's Hotel
10.2023 - 10.2024

Task Force Front Desk Agent

WF Hospitality
06.2022 - 03.2023

Guest Service Associate

European Wax Center
12.2021 - 06.2022

Front Desk Agent

Aloft Hotel
05.2018 - 03.2020

Sales Associate

Champs Sporting Goods
11.2015 - 11.2017

Bachelor of Science - Psychology

University of Maryland

Associate of Science - Social Sciences

Howard Community College

High School Diploma -

Hammond High School

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DAZJON WARD