Star Cherrix, Customer Service Representative

Hotel Floyd

Oct 2019 – Present

Floyd, VA

Senior Customer Service Specialist

As Senior Customer Service Specialist at Hotel Floyd, my responsibilities have been to provide professional hospitality services and ensure our guests have a great experience. My role includes overseeing reservations through our SaaS back-ends, handling customer inquiries, resolving issues, training new staff, and upholding company policy with empathy and effective communication. Key responsibilities: • Managing front desk operations, including calls, online operations, and checkins/outs. • Resolving guest concerns promptly, accurately and professionally. • Auditing Expedia/Booking.com and daily reservations for two properties. • Training, coaching, and mentoring staff with on-call availability and new training material. • Identifying patterns connected to low ratings and compiling potential solutions. • Providing monthly inventory reports for upper management.

Hotel Floyd

Oct 2018 – Oct 2019

Floyd, VA

Room Inspector

Prior to becoming a Customer Service Specialist at Hotel Floyd, my responsibilities as Room Inspector were to ensure all rooms met strict service standards before guests arrived, train new housekeeping staff, manage inventory orders, and oversee all housekeeping operations. I implemented changes to core workflows, modified existing services, and retrained all housekeeping staff, resulting in a 112% boost to ratings. Key Responsibilities: • Inspected 20 - 40 rooms daily, ensuring they met brand cleanliness and safety standards. • Verified that housekeeping staff were following hotel procedures and quality standards by providing oversight and training. • Wrote detailed monthly reports and performed analysis to spot patterns before they became problems. • Collaborated with Front Desk and Maintenance to coordinate room readiness. • Interacted directly with guests to resolve complaints, collect feedback, and uphold hotel image.

Food Lion

May 2018 – Sep 2018

Floyd, VA

Customer Service Manager

As Customer Service Manager, my responsibilities were to provide oversight for all Sales Associate staff actively working. This included issuing refunds, handling special transactions, orchestrating lunch breaks, and troubleshooting PoS. Additionally, I assisted other managers with store shutdown routines, summarizing daily earnings, and counting the safe. Key Responsibilities: • Supervised front-end operations, including Sales Associates, PoS issues, and self check-out stations. • Performed transaction overrides and refunds utilizing supervisor credentials. • Monitored register balances, accessed safe when necessary to refill drawers or drop overages. • Trained, coached and supported front-end staff to deliver excellent service. • Assisted general manager with closing procedures and arming alarms. • Summarized daily earnings and safe balance with supervisors to help meet daily sales quotas.

Food Lion

Aug 2017 – May 2018

Floyd, VA

Sales Associate

Prior to my promotion to Customer Service Manager, my responsibilities were to provide outstanding customer service to a high-traffic environment, greet customers, answer questions, maintain front-end cleanliness/safety, and keep up-to-date with store promotions and events. Key Responsibilities: • Greeted and assisted customers with checking-out, finding items, store promotions, and app onboarding. • Operated cash registers and insured that all balances and transactions were accurate. • Maintained cleanliness and organization for all lanes and stations. • Handled customer concerns and escalated issues to management when necessary. • Supported team members in monitoring complimentary store discount card to avoid overuse.

Liberty Coin

Apr 2016 – Jul 2017

Remote

Digital Imaging Specialist

Liberty Coin is a precious metals and rare coin dealer with a physical location in California. As a Digital Imaging Specialist, my responsibilities were to prepare photographs of products for online listings, coordinate with other remote teams, demonstrate impeccable organization skills, and follow guidelines to maintain the company's high standards of quality. I Personally developed and implemented new workflow techniques that increased productivity by 52%, doubling output yield. Key Responsibilities: • Prepared high-quality photographs for display in online stores by utilizing Adobe Photoshop, Illustrator, and Lightroom. • Coordinated with remote teams to ensure alignment with quality standards and on-time delivery. • Maintained high level of organization and strict naming conventions. • Attended regular Skype meetings and group emails to discuss company requests, performance reviews, and policy changes.

Star Cherrix

Customer Service Representative

Skills

Languages