Amy Anselmo
Winston-Salem
Summary
Guest Services professional with background in delivering exceptional customer experiences in hospitality environments. Skilled in problem-solving, conflict resolution, and maintaining customer satisfaction. Known for strong team collaboration, adaptability, and consistently achieving results. Proficient in handling guest inquiries, scheduling and managing appointments, and ensuring smooth operations. Reliable, flexible, and focused on enhancing guest services and operational efficiency.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Guest Service Representative II
Novant Health, Inc
Clemmons, NC
09.2022 - Current
- Delivered exceptional customer service to patients, families, and visitors in a fast-paced healthcare environment.
- Assisted with appointment scheduling and managed patient inquiries effectively to enhance service delivery.
- Collaborated with clinical staff to ensure seamless patient experiences and efficient workflow processes.
- Resolved patient concerns promptly, fostering positive relationships and enhancing overall satisfaction levels.
- Trained new team members on best practices in guest services, ensuring consistency in service standards.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Fostered positive atmosphere, greeting guests warmly upon arrival.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Manager
EgoHR Hair Designers
Winston-Salem, NC
04.1996 - 09.2022
- Managing all aspects of a salon and retail store. Duties include managing twenty five employees, scheduling appointments, checking clients in and out, making bank deposits, scheduling meetings, handling inventory. Over two decades of excellent customer service!
- Directed team operations to enhance client satisfaction and service quality.
- Mentored stylists to refine techniques and improve overall customer experiences.
- Developed training programs for new hires, fostering skill development and team integration.
- Analyzed performance metrics to identify trends and drive operational improvements.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Education
College Transfer - College Transfer
Forsyth Technical Community College
Winston-Salem, NC01-1996
High school diploma - Diploma
South Iredell High School
Troutman, NC01-1994
Skills
- Management (10 years)
- Team Management (10 years)
- Front Desk (10 years)
- Human Resources (10 years)
- Supervising Experience (10 years)
- Interviewing (10 years)
- Office Management
- Recruiting (10 years)
- Budgeting
- Administrative Experience
- Event Planning (10 years)
- Employee Orientation (10 years)
- Customer service
- Computer skills
- Detail-oriented
- Self motivation
- Payment processing
- Product sales
- Complaint handling
- Inventory monitoring
- Cash handling experience
- Clear communication
- Guest experiences
- Multitasking Abilities
- Organizational skills
- Teamwork and collaboration
- Active listening
- Team building
- Training and mentoring
- Problem-solving
- Time management
- Reliability
- Excellent communication
- Adaptability and flexibility
Accomplishments
- Supervised team of a total of 60 staff members at multiple locations.
- Well trained in EPIC software
- Interview/hire/training employees over 25 years
Certification
- Medical Unit Receptionist certification FTCC 2023
- American Heart Association GoRed Woman Award 2016
- Inspiring Champions Management Course, San Diego, CA 2005
Timeline
Guest Service Representative II
Novant Health, Inc
09.2022 - Current
Manager
EgoHR Hair Designers
04.1996 - 09.2022
High school diploma - Diploma
South Iredell High School
College Transfer - College Transfer
Forsyth Technical Community College
Assessments
- Customer Focus & Orientation — Highly Proficient
- June 2020
- Responding to customer situations with sensitivity
- Full results: Highly Proficient
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
American Heart Association Forsyth County GoRed Woman 2016
I was nominated by Fleet Feet Winston Salem to receive The American Heart Association GoRed Woman award to share my story of my life style changes to lose and maintain a 180lbs weightloss.