Jamie Mullins
Bean Station
Summary
Enthusiastic hospitality team member with a proven track record in customer service. Skilled in handling transactions accurately and resolving guest inquiries promptly. Focused on fostering positive interactions and maintaining organization within a fast-paced environment.
Overview
14
14
years of professional experience
Work History
Hospitality Team Member
Dollywood's Splash Country
Pigeon Forge
04.2023 - 07.2024
- Assisted guests with inquiries and provided information about park amenities.
- Maintained cleanliness and organization in assigned areas throughout the park.
- Collaborated with team members to ensure smooth daily operations and guest satisfaction.
- Handled transactions accurately at the point of sale for food and merchandise.
- Engaged with guests to enhance their experience through friendly interactions.
- Followed protocols for emergency situations to ensure guest safety at all times.
- Greeted guests in a friendly and professional manner.
- Provided customer service to ensure guest satisfaction.
- Followed health department guidelines when handling food items.
- Handled incoming calls, answered questions, and responded to complaints promptly.
- Communicated effectively with team members to ensure smooth operations during peak hours.
- Resolved customer disputes in a timely fashion.
- Received payment from customers and processed transactions accurately.
- Performed opening and closing duties as assigned by management.
- Computed bills, collected payments and made change for guests.
- Kept records of room availability and guest accounts, manually or using computers.
- Assisted with the preparation of food and beverage items for customers.
Guest Service Representative
Dollywood Theme Park
04.2022 - 04.2023
- Managed ticket sales and processed guest transactions efficiently.
- Assisted guests with inquiries and provided information about park attractions.
- Handled guest complaints and resolved issues in a timely manner.
- Educated guests on park policies and safety procedures effectively.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Handled payment processing and provided customers with receipts and proper bills and change.
Telephone Customer Service Representative
Serco NA
Clintwood
06.2010 - 06.2022
- Managed high call volumes while maintaining quality customer service standards.
- Documented customer interactions accurately in the company database.
- Utilized company systems to access information and provide timely solutions.
- Collaborated with team members to enhance service delivery and support efficiency.
- Provided product knowledge to customers, promoting informed decision-making.
- Trained new representatives on procedures and customer service protocols.
- Maintained accurate records of customer interactions and transactions.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained professionalism in all interactions, ensuring a positive customer experience.
- Resolved conflicts by actively listening to customers' concerns and providing solutions that met their needs.
- Navigated multiple computer systems simultaneously while conversing with customers.
- Answered customer inquiries and addressed customer complaints in a timely manner.
- Adhered to all company policies regarding customer service standards and procedures.
- Consistently maintained high levels of professionalism when interacting with customers over the phone.
- Educated customers on products features, benefits, pricing plans, terms and conditions, warranties.
- Supported other departments within the organization as needed during peak times.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
High School Diploma -
Harding High School
Marion, OH06-1994
Some College (No Degree) - Phlebotomy
Mountain Empire CC
Big Stone Gap, VASkills
- Customer service
- Point of sale
- Transaction processing
- Guest relations
- Complaint resolution
- Cash handling
- Communication skills
- Attention to detail
- Problem solving
- Reliability and punctuality
- Cash handling proficiency
- Strong teamwork
- Multitasking
- Customer service focus
- POS system operation
- Payment collection
- Process transactions
Accomplishments
Employee of the Year once and Employee of the Month numerous times at Serco.
Timeline
Hospitality Team Member
Dollywood's Splash Country
04.2023 - 07.2024
Guest Service Representative
Dollywood Theme Park
04.2022 - 04.2023
Telephone Customer Service Representative
Serco NA
06.2010 - 06.2022
High School Diploma -
Harding High School
Some College (No Degree) - Phlebotomy
Mountain Empire CC