Karena Hancock
Chalfont
Summary
Diligent Front Desk Coordinator with solid background in providing exceptional guest services. Proven experience in enhancing guest satisfaction through attentive and personalized service. Demonstrated effective communication and problem-solving skills.
Professional with strong experience and readiness for hospitality role. Skilled in providing exceptional guest services, problem-solving, and managing requests to enhance guest satisfaction. Known for effective collaboration with team members to achieve outstanding results and adapt to changing needs. Expertise in communication, organization, and personalized service, ensuring seamless and positive experience for all guests.
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
8
8
years of professional experience
Work History
Concierge
The Solana Doylestown
07.2022 - Current
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Employment Specialist Manager - Eastern
Goodwill Keystone Area
07.2017 - 02.2025
- Assisted clients in job search by providing tailored guidance and support.
- Facilitated workshops and trainings to enhance job readiness among participants.
- Developed strong employer partnerships, connecting clients with potential job opportunities.
- Conducted one-on-one career counseling sessions to improve client placement rates.
- Improved job placement success by tailoring resume and cover letter advice.
- Researched labor market trends to provide relevant job search strategies.
- Collaborated with community organizations to expand job resource networks.
- Enhanced service outcomes by utilizing comprehensive assessment tools.
- Managed client caseloads to ensure timely and effective service delivery.
- Maintained detailed client records to monitor progress and outcomes.
- Utilized data tracking systems to report on employment program effectiveness.
- Built strategic partnerships with local businesses to foster job opportunities.
- Guided clients through career transitions with personalized coaching.
- Assessed individuals to identify skills, strengths and interests for job placement.
- Maintained records of consumer employment activity such as potential and current employers.
- Developed relationships with diverse businesses to develop competitive and permanent job opportunities for consumers.
- Worked closely with government agencies such as workforce centers or vocational rehabilitation teams to maximize client resources and support.
- Recognized client employment barriers and devised strategies to resolve.
- Provided regular updates on clients'' progress to internal team members, ensuring a cohesive approach to service delivery and timely intervention when necessary.
- Managed a diverse caseload of individuals from various backgrounds, tailoring services based on unique needs and circumstances.
- Conducted employer and community organization outreach to promote employment services.
- Developed customized employment plans for clients, resulting in successful job placements and long-term career growth.
- Negotiated reasonable accommodations with employers in order to ensure a smooth transition for clients into their new positions.
- Conducted assessments, interviews, and job trials with clients to develop person-centered plans for employment and support.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Education
Bachelor’s - Human Services
06.2023
Associates of Applied Science - Health Information Technology
06.2015
Administrative Medical Specialist -
02.2005
Skills
- Management
- Leadership
- Exceptional communication
- Training and mentoring
- Customer Service
- Interpersonal Skills
- Time Management
- Computer Skills
- Telephone etiquette
- Team player mentality
- Maintaining composure
Languages
English
Full Professional
Timeline
Concierge
The Solana Doylestown
07.2022 - Current
Employment Specialist Manager - Eastern
Goodwill Keystone Area
07.2017 - 02.2025
Associates of Applied Science - Health Information Technology
Administrative Medical Specialist -
Bachelor’s - Human Services
Similar Profiles
Makayla Cannady-SmithMakayla Cannady-Smith
Medication Aide at The Solana of DoylestownMedication Aide at The Solana of Doylestown
AMY BELOUSAMY BELOUS
EKG/Cardiac Stress Technician at Doylestown Health: Doylestown HospitalEKG/Cardiac Stress Technician at Doylestown Health: Doylestown Hospital
Mohammed KonnehMohammed Konneh
Sterile Processing Technician at Doylestown Health: Doylestown HospitalSterile Processing Technician at Doylestown Health: Doylestown Hospital