Jeri-Lyn Norris
Havelock
Summary
Strong customer and client relationship builder with proven expertise in problem-solving and time management skills. Strong listening and communication skills which fostered multiple decades of client retention and satisfaction.
Overview
29
29
years of professional experience
Work History
Front Desk Associate
Havelock Hostess House
Havelock, NC
09.2009 - Current
- Greeted and assisted guests, ensuring exceptional customer service and satisfaction.
- Managed reservations and front desk operations using property management systems.
- Provided information on local attractions and services to enhance guest experiences.
- Collaborated with housekeeping to maintain cleanliness and readiness of rooms.
- Resolved guest complaints efficiently, fostering positive relationships and repeat business.
- Developed standard operating procedures for handling guest inquiries and requests effectively.
- Handled high-pressure situations calmly, maintaining professionalism at all times.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed strong rapport with returning guests through attentive service and personalized interactions.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained strict guest privacy standards by securely handling sensitive information such as payment details or personal data.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Senior Project and Key Account Associate
Rock It Sports (prev. SOS Global Express, Inc_
New Bern, NC
04.1997 - 12.2025
- Managed client accounts, ensuring timely communication and issue resolution.
- Coordinated logistics for shipping and delivery, optimizing supply chain efficiency.
- Developed strong relationships with clients, enhancing customer satisfaction and retention.
- Analyzed account performance data to identify opportunities for improvement and growth.
- Collaborated with cross-functional teams to streamline operations and enhance service delivery.
- Trained junior associates on best practices in account management and customer engagement.
- Implemented new processes that reduced response times and increased operational efficiency.
- Led strategic initiatives to diversify service offerings based on client feedback and market trends.
- Developed strong relationships with clients through consistent communication and proactive problemsolving.
- Contributed positively towards achieving departmental goals as well as individual targets by consistently meeting and exceeding clients'' expectations.
- Maximized client retention by maintaining open lines of communication and addressing concerns promptly.
- Mentored junior associates in effective account management techniques, fostering a culture of continuous learning and development within the team.
- Managed a diverse portfolio of accounts, adapting strategies to meet unique client needs and objectives.
- Assisted company administrators with accessing and viewing available reports.
- Increased client satisfaction by effectively managing and resolving account issues.
- Managed multiple client accounts, maintaining a high level of organization and attention to detail.
- Answered customer emails, chats and telephone calls to respond to questions, provide details, and resolve concerns.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
Education
Associate of Science - Office Administration
Craven Community College
New Bern06-1978
Skills
- Time management
- Problem-solving skills
- Listening skills
- Guest relations
Timeline
Front Desk Associate
Havelock Hostess House
09.2009 - Current
Senior Project and Key Account Associate
Rock It Sports (prev. SOS Global Express, Inc_
04.1997 - 12.2025
Associate of Science - Office Administration
Craven Community College