Samantha Reed Denver, Colorado | samantha.reed@example.com | (Phone Number) Remote Customer Success Specialist Professional Summary Hospitality operations supervisor with experience resolving customer escalations, managing Zendesk case workflows, and training employees on Zendesk and Opera Cloud PMS. Leads an eight-person front desk team and coordinates across departments to resolve guest issues. Improved complaint resolution, shortened employee onboarding, and helped raise guest satisfaction through structured follow-up. Core Skills Case Management | Customer Issue Resolution | Escalation Management | Employee Software Onboarding | Customer Retention | Customer Feedback Monitoring | Cross-Functional Coordination | Process Improvement | Procedure Documentation Professional Experience Front Office Supervisor | Summit Stay Hotels Denver, Colorado | February 2021–Present * Reduced unresolved guest complaints by approximately 30% in roughly six months by standardizing Zendesk ticket tags, introducing weekly case reviews, and clarifying case ownership and escalation rules. * Created onboarding checklists and guides for Zendesk, Opera Cloud PMS, and internal procedures. Trained 14 employees and shortened the average time to independent proficiency from about three weeks to about two while maintaining the same performance requirements. * Introduced a guest follow-up process that helped raise the guest satisfaction rating from 4.2 to 4.7 out of 5 over approximately one year. * Lead an eight-person front desk team serving approximately 120–160 guests daily. Resolve escalated issues in coordination with reservations, housekeeping, and maintenance. * Monitor guest feedback and use it to improve service procedures. Reservations and Events Coordinator | Clearview Conference Center Boulder, Colorado | June 2017–January 2021 * Retained an at-risk corporate training booking by arranging a revised room setup and timeline at no additional cost and keeping the client informed. The client returned the following year. * Built a Microsoft Excel reservation tracker that reduced booking errors by approximately 18%. * Managed approximately 150–200 reservations per month and coordinated 40–50 events annually. Explained services and policies and resolved scheduling issues. * Collected post-event feedback and helped train new team members. Technical Tools Zendesk, Opera Cloud PMS, Microsoft Excel, Google Workspace, Slack, Notion Education Bachelor of Arts in Hospitality Management Metropolitan State University of Denver | 2017 Certifications HubSpot Service Hub Software Certification HubSpot Academy | 2025 Certification and training only Languages English (native) | Spanish (conversational) Improvement Notes * Add Zendesk case volume and typical resolution times if those metrics were tracked. * Identify the specific workflows employees learned during Zendesk and Opera Cloud PMS onboarding. * If you completed a hands-on HubSpot training project, describe the workflow you practiced and what you configured.