KRISTINE CLARKE
Nassau
Summary
Dedicated and personable hospitality professional with a strong background in customer service and front desk operations. Proven ability to handle guest inquiries, resolve issues efficiently, and enhance overall guest satisfaction in fast-paced environments. Known for fostering teamwork, improving processes, and exceeding service expectations. Enthusiastic about contributing to customer-focused teams and creating memorable guest experiences.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Dispatch and office assistant
Skypole Airconditioning and Refrigeration
09.2025 - Current
- Coordinated dispatch operations to ensure timely delivery and service for air conditioning and refrigeration needs.
- Maintained organized office records and managed scheduling to enhance operational efficiency.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Managed scheduling and appointment coordination for service technicians
- Streamlined office operations by implementing digital filing systems
- Assisted in inventory management and procurement of office supplies
- Developed training materials to onboard new administrative staff
- Expedited document processing with accurate data entry and timely filing.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
Hotel Front Desk Associate
VIP Host
04.2023 - 09.2025
- Manage check-ins, check-outs, and reservation processing.
- Deliver exceptional customer service by promptly resolving guest concerns.
- Use hotel software for room assignments and rate management.
- Excel at multitasking while maintaining a welcoming and professional demeanor.
- Managed guest check-in and check-out processes efficiently.
- Provided exceptional customer service, resolving inquiries and complaints promptly.
- Maintained cleanliness and organization of front desk area.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved guest issues effectively, ensuring a positive customer experience.
- Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered guest questions and offered referrals to local points of interest.
- Managed multiple phone lines, proficiently handling reservations, cancellations, and modifications.
- Utilized hotel management software for data entry and reporting purposes.
PBX Operator
Baha Mar
01.2022 - 04.2023
- Assisted guests both in-person and via phone, directing them to appropriate departments.
- Handled high call volumes with precision and attentiveness.
- Held department record for upsell revenue, totaling $40K.
- Created internal training modules and daily reports.
- Specialized in empathetic conflict resolution and guest retention strategies.
- Operated multi-line phone system to manage incoming and outgoing calls efficiently.
- Trained new staff on phone systems, call handling techniques, and customer service protocols.
- Led initiatives to streamline call routing processes, reducing wait times for guests significantly.
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Trained and mentored new PBX operations employees.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Collaborated with front desk personnel to ensure timely responses to guest inquiries or requests for assistance.
- Ensured the timely resolution of any technical issues with PBX systems by collaborating with IT support staff and vendors.
- Reduced caller wait times, ensuring swift and accurate call transfers to the correct extensions.
QA Analyst
Fluent Home
12.2020 - 07.2021
- Developed and executed test plans based on software requirements.
- Reported and verified bugs to ensure high product quality.
- Conducted regression testing and collaborated with developers to resolve issues.
- Developed and executed comprehensive test plans to ensure software quality and reliability.
- Analyzed test results, identifying defects and collaborating with development teams for timely resolution.
- Documented testing processes and results, maintaining clear communication with stakeholders throughout projects.
- Streamlined QA processes for better efficiency, implementing standardized test cases across multiple projects.
- Promoted a culture of continuous improvement, regularly reviewing and refining QA processes and methodologies.
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
- Contributed to the establishment of performance benchmarks, tracking QA metrics over multiple development cycles.
- Boosted customer satisfaction by ensuring high-quality user experiences through rigorous usability testing.
- Maintained robust documentation of test results, providing valuable insights for future development efforts.
- Ensured compliance with regulatory requirements through diligent validation and verification of software functionality.
- Developed and maintained quality assurance procedure documentation.
Education
Information Technology
Northern Alberta Institute of Technology
Edmonton01.2021
Biology
University of Wisconsin-Superior
Superior01.2014
Skills
- Microsoft Office
- Cash & Payment Handling
- Multitasking & Versatility
- Team Leadership
- Customer Service & Retention
- Empathy & Conflict Resolution
- Positive attitude
- Time management
- Data entry
- Administrative support
- Office management
- Excel spreadsheets
- Appointment scheduling
- Strong problem solver
- Professional and mature
- Documentation and reporting
- Meticulous attention to detail
- Payment processing
- Multi-line phone proficiency
Websites
Accomplishments
- Enhanced Guest Service: Reduced guest wait time by 30% through improved front desk processes.
- Efficient Issue Resolution: Resolved 95% of guest complaints within the first hour.
- Sales Excellence: Achieved a 25% increase in upsell revenue through effective techniques.
- Record-Breaking Upsells: Generated $40K in upsell revenue, the highest in department history.
Certification
Emergency Medical Technician – NREMT Certified
Timeline
Dispatch and office assistant
Skypole Airconditioning and Refrigeration
09.2025 - Current
Hotel Front Desk Associate
VIP Host
04.2023 - 09.2025
PBX Operator
Baha Mar
01.2022 - 04.2023
QA Analyst
Fluent Home
12.2020 - 07.2021
Biology
University of Wisconsin-Superior
Information Technology
Northern Alberta Institute of Technology