Open to opportunities

Joselyn Rainey

@joselynrainey

Customer service professional with hospitality, aviation, and financial-services experience—calmly resolving issues and delivering exceptional service.

United Kingdom

Message

What I'm looking for

I’m looking for a customer-focused role where I can lead service recovery, support regulated processes with accuracy, and use clear bilingual communication to resolve complaints efficiently in fast-paced teams.

I’m a customer-focused, highly adaptable professional with experience across hospitality, aviation, and financial services. I’m known for calm execution under pressure, strong communication, and operational reliability, especially in fast-paced environments.

I’ve supported passengers through check-in, boarding, and gate operations at Delta Airlines, maintaining clear communication during time-critical situations and helping with reduced mobility and unaccompanied minors. In hospitality roles, I deliver high-quality guest service, handle guest requests and complaints professionally, and maintain brand standards during peak service periods.

In regulated environments, I worked as a Mortgage Customer Service Advisor at First Source—maintaining accurate customer records and processing payments using systems such as Avaya, CRM platforms, and Microsoft Office. I’ve also led teams as a Supervisor (keyholder opening/closing, inventory control, and service recovery), trained and mentored new team members, and resolved sensitive complaints and account queries with structured procedures and compliance in mind.

Experience

Work history, roles, and key accomplishments

Current

Food & Beverage Team Member

Current

Hastings Hotels

Aug 2025 - Present (11 months)

Delivered high-quality guest service in a premium hospitality environment and handled guest requests and complaints while maintaining brand standards. Worked efficiently during peak service periods to support team flow.

Customer Service Guest Service Complaint Resolution Operational Coordination Time Management

Customer Service Agent

Delta Airlines

Dec 2024 - Apr 2025 (4 months)

Supported passengers through check-in, boarding, and gate operations, including luggage tagging and boarding pass/gate coordination. Assisted passengers with reduced mobility and unaccompanied minors, maintaining calm, clear communication during time-critical situations.

Customer Service Passenger Support Boarding Gate Coordination Time Critical Communication Operational Coordination

Mortgage Customer Service Advisor

First Source

Nov 2022 - Jun 2024 (1 year 7 months)

Provided customer support within a regulated financial services environment by maintaining accurate records and processing payments. Handled sensitive complaints and account queries professionally and followed structured procedures to ensure compliance and resolution.

Regulated Environments Payment Processing Customer Support Complaint Resolution Avaya CRM Microsoft Office & Compliance Procedure adherence

Supervisor

Al Gelato

May 2022 - Oct 2022 (5 months)

Supervised daily operations and team performance, including keyholder responsibility for opening and closing procedures. Managed inventory control and service standards, resolved customer issues, and supported staff coordination.

Team Supervision Operational Coordination Keyholder Inventory Control Service standards Complaint Resolution Time Management

Food & Beverage Supervisor

Holiday Inn

Nov 2021 - Apr 2022 (5 months)

Led restaurant shifts and coordinated front-of-house teams to maintain service standards. Managed service recovery and customer complaints and trained and mentored new team members.

Team Supervision Service Recovery Complaint Resolution Mentoring Operational Coordination Customer Service Time Management

Education

Degrees, certifications, and relevant coursework

The Training Room

Active IQ Level 3 Diploma in Personal Training, Personal Training

Completed an Active IQ Level 3 Diploma in Personal Training with The Training Room. Focused on delivering personal training in accordance with the program requirements.

The Training Room

Active IQ Level 2 Certificate in Gym Instruction, Gym Instruction

Completed an Active IQ Level 2 Certificate in Gym Instruction with The Training Room. Trained to support gym instruction and guidance per the course scope.

Good Training Solutions

Emergency First Aid at Work, First Aid

Completed Emergency First Aid at Work training with Good Training Solutions. Prepared to respond to workplace first-aid situations according to course standards.

Babcock

Essential Skills Certificates – Level 2 Mathematics & English, Mathematics & English

Completed Essential Skills Certificates at Level 2 in Mathematics and English with Babcock. Developed foundational numeracy and literacy skills aligned to the program level.