Open to opportunities

Shelane Brown

@shelanebrown

Customer-focused hospitality and HR professional with 5+ years delivering exceptional service and administrative support.

Jamaica

Message

What I'm looking for

I seek a people-focused role in hospitality or HR where I can use my customer service, administration, and records-management skills to support teams and improve guest or employee experiences.

I am a detail-oriented hospitality and human resources professional with over five years' experience supporting guest services, HR operations, and administrative functions across resort and cruise environments.

I have a proven track record delivering exceptional customer care, managing records and onboarding, and resolving client issues professionally — from front-desk and call-center roles to travel-based stateroom services.

I am proficient in Microsoft Office (Word, Excel, PowerPoint, Publisher), skilled in data entry and records management, and committed to contributing reliably in remote or in-office roles.

Experience

Work history, roles, and key accomplishments

Stateroom Attendant

Royal Caribbean Cruise Line

Oct 2022 - Dec 2024 (2 years 2 months)

Delivered exceptional guest service to 20+ clients daily, maintained cleanliness and comfort standards, and handled guest requests and complaints to improve satisfaction while ensuring compliance with safety and hygiene policies.

Guest Service Housekeeping Time Management Attention To Detail

Human Resource Clerk

Beaches Negril Resort & Spa

Jan 2022 - Apr 2022 (3 months)

Supported HR team with employee documentation, data entry, record management, and onboarding/orientation processes for new hires to streamline HR operations.

HR & Administration Onboarding Data Entry Records Management Employee Documentation Processes

Receptionist

Grand Palladium Resort & Spa

Dec 2019 - Mar 2020 (3 months)

Managed front desk operations including guest check-in/out and reservations, and provided customer support to resolve issues and ensure guest satisfaction.

Reserving Customer Support Check Out Communication

Human Resource Clerk

Royalton Resorts & Spa

Jul 2018 - Oct 2018 (3 months)

Prepared HR reports, maintained employee files, and assisted in recruitment and staff scheduling to support HR functions.

Employee File Management Recruitment Scheduling Data Entry Administrative Support

Customer Care Associate

Xerox

May 2016 - Nov 2016 (6 months)

Provided phone and email support for U.S.-based clients on the Union Bank project, resolving account inquiries and achieving high customer satisfaction ratings.

Customer Support Phone Support Email Support Client Communication CRM Quality Assurance

Education

Degrees, certifications, and relevant coursework

Heart Trust NTA, Culloden White House

CVQ/NVQ-J Certificate (Level 2), Marketing & Promotions

Completed CVQ/NVQ-J Certificate in Marketing & Promotions (Level 2) in 2017.

Godfrey Stewart Evening Institute

CSEC (Caribbean Secondary Education Certification), General Secondary Education

Completed CSEC subjects including Mathematics, English Language, Information Technology, Principles of Accounts, Principles of Business, Office Administration, Electronic Document Preparation & Management, Social Studies, and Human & Social Biology in 2015.