Powerpoints
Nadia Kitson Walters
Montego Bay
Summary
A qualified focused Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty , with over 10 years of hands-on customer service skill . To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills and excellent time management a
Overview
11
11
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Airport Operator/Customer Service Rep
Eulen Aviation
2 2023 - Current
- Issue, Reissue and Refund of tickets
- Verify Customer Documentation
- Scan customers documents
- Assist with bag tags
- Booking tickets and confirming flight reservation
- Making gate announcements for boarding, arrival, departure, delay or cancellation of aircraft
- Rebook customers on the next available flight if they missed it or customer who will miss connect their following flight
- Accept and tag gate check bags at the gate to destination
- Operate gate scanners for boarding
- Handing over daily reports
- Creating baggage reports
- Assisting customers with Kiosk
- Issuing clearance for aircraft to take off or land
- Coordinating with pilots and crew members to ensure that all safety procedures are followed
- Monitoring airport security to ensure safety and security standards are met
- Monitoring the status of incoming and outgoing flights to ensure that they are operating on schedule
- Issuing meal vouchers to customers due to delay or cancellation of aircraft.
- Upheld quality standards through regular inspections of completed products, addressing any inconsistencies immediately.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Provided on-the-job training to newly hired workers and team members.
Spa Coordinator
Azul Beach Resort and Spa
11.2021 - 09.2022
- Making spa reservations for guest
- Providing detailed description of spa treatments, packages and services offered by the spa
- Making the staff schedule
- Assist with Inventory Management
- Opening and closing of shift to make sure the spa operation is completed daily
- Checking the treatments rooms to make sure they are within company policy
- Creating Maintenance logs for spa issues
- Creating memorial experiences for customer
- Hosting Training for therapist, valet and receptionist.
- Collaborated with spa therapists to ensure seamless delivery of treatments, resulting in positive client feedback.
- Increased treatment room utilization rates by optimizing therapist schedules based on demand patterns.
- Coordinated promotional events and marketing efforts, increasing overall brand awareness and revenue.
- Resolved client concerns in a timely manner, fostering trust and loyalty among clientele.
- Managed front desk operations, ensuring efficient check-in/check-out processes for all clients.
- Managed inventory effectively, minimizing waste while maintaining adequate supplies for daily operations.
- Worked closely with management to develop and execute long-term growth strategies for the spa, contributing to increased revenue and client retention.
Benefits Administration Service Associate
Conduent Contract
01.2021 - 03.2021
- Make election for health benefits
- Assist with accessing the web for participants
- Assisting with general inquiries
- Assisting participants via chat services
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Contributed to the development of operational policies and procedures that enhanced overall service quality.
- Assisted customers with inquiries, resolving issues promptly for improved customer retention.
- Developed strong relationships with clients through consistent communication and excellent service delivery.
Spa Lead Receptionist
Hyatt Ziva & Zilara Resort
11.2014 - 07.2020
- Taking appointment
- Assist with Group Spa bookings
- Provided exceptional customer service through effective communication skills via telephone, email correspondence or face-to-face interactions with clients.
- Managed inventory of office supplies, placing orders as necessary to maintain optimal stock levels while minimizing costs.
- Maintained a clean and professional reception area, creating a welcoming environment for clients upon arrival.
- Streamlined check-in processes for clients, resulting in reduced wait times and improved overall experience.
- Opening and closing of shifts and ensure the standard operating procedures are adhered to
- Schedule associates for beach walks and assist with daily promotions
- Preparing schedule for the week
- Reporting spa facilities equipment/furniture that needs repair
- Supported management with accurate data entry, report generation, and record-keeping tasks to ensure smooth daily operations.
- Contributed to the overall office culture by participating in team-building activities and promoting a positive work environment.
- Trained new receptionists on company policies, software systems, and best practices for exceptional client service delivery.
- Resolved client issues promptly and professionally, fostering positive relationships and promoting loyalty to the business.
Spa Receptionist
RIU Montego Bay Resort Renova Spa
07.2013 - 06.2014
- Assist Customers in selecting the most suitable treatment
- Maintained cleanliness of reception area, contributing to an inviting atmosphere for guests.
- Streamlined appointment scheduling for increased efficiency and optimal time management.
- Managed high call volume, ensuring smooth communication between clients and spa staff.
- Facilitated seamless check-in and check-out processes, optimizing the overall guest experience.
- Boosted client retention rates by maintaining a welcoming environment and building strong relationships with guests.
- Resolved client issues professionally, promoting a positive image of the spa brand.
- Coordinated with therapists to ensure timely commencement of appointments, reducing wait times for clients.
- Provided knowledgeable product recommendations based on individual client needs, driving retail sales growth.
Education
High School Diploma -
Irwin High School
Montego Bay, Jamaica 05.2005 - 05.2009
High School Diploma -
Overlea High (USA)
Maryland 05.2009 - 05.2011
Skills
- Heavy Equipment Operation
- Safety Compliance
- Project Management
- Quality Assurance
- Teamwork and Collaboration
- Continuous Improvement
- Flexible Schedule
- Efficient multitasking
- Customer Service
- Analytical Thinking
- Attention to Detail
- Deadline Adherence
- Effective Communication
- Punctual and Reliable
Certification
Team Jamaica (TPDco), 03/01/13
Proficiencies And Skills
- Expert in Microsoft Office Suite 2003/2007 word
- Excel
- Power Point
- Data Entry
- Book4time
- Opera
- Sabre
Personal Information
Date of Birth: 06/30/92
Awards
- Hyatt National Award 2019 –Hyatt has achieved and maintained the highest Spa check standard in the nation having excelled among all the establishments that incorporate the Spa Check Programme.
- Hyatt Continental Award 2019- Hyatt has achieved and maintained the highest Spa check standard on the continent having excelled among all the establishments that incorporate the Spa check programme
- Hyatt Outstanding Attendance
- Hyatt Best Groomed
- Riu Best Groomed
- Riu Outstanding Attendance
- Riu Employee of the Year
- Riu Supervisor of the Month
- Eulen Outstanding Performance Certificate
References
- Karen Birch Ebanks, Hyatt Ziva&Zilara Resort and Spa (Spa Director)
- Sabrina Mcfarlane, Hyatt Ziva &Zilara Resort and Spa (Supervisor)
- Stachagay Woolery, Conduent (Supervisor)
- Sandy Mclean Small, Azul Beach Resort (Manager)
- Yessane Francis, Eulen Aviation (Coordinator/Supervisor)
Software
Microsoft word ,excel
Opera
Book4time
Sabre
Internet
Interests
Traveling
Volunteer work
Writing
Content Creator
Timeline
Spa Coordinator
Azul Beach Resort and Spa
11.2021 - 09.2022
Benefits Administration Service Associate
Conduent Contract
01.2021 - 03.2021
Spa Lead Receptionist
Hyatt Ziva & Zilara Resort
11.2014 - 07.2020
Spa Receptionist
RIU Montego Bay Resort Renova Spa
07.2013 - 06.2014
High School Diploma -
Overlea High (USA)
05.2009 - 05.2011
High School Diploma -
Irwin High School
05.2005 - 05.2009
Airport Operator/Customer Service Rep
Eulen Aviation
2 2023 - Current
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