LiveCareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary
To secure a position that will allow me to utilize my  more than 18 years of professional customer service and leadership experience, creativity and diversified skill sets for the success of the organization and will also provide me with opportunities for enrichment and promote professional growth.
Skills
  • Troubleshooting expert
  • Effective workflow management
  • Microsoft Outlook, Word and Excel
  • Exceptional telephone etiquette
  • Inventory control
  • Exceptional interpersonal communication
  • Service-oriented
  • Five-star hotel experience
  • Concierge background
  • Persuasive speaker
  • Familiarity with Key Performance Indicators (KPIs)
  • Hotel operations and management
  • Event planning and coordination
  • Hospitality background
  • Revenue generation and management
  • Property management
  • Diligent
  • Efficient
  • Team building
  • Strong problem solving aptitude
  • Persuasive speaker
  • Committed to maintaining data integrity
Education
Grambling State University Grambling, LA Expected in 1994 Bachelor of Science : Mass Communications - GPA :
  • Continuing education in [Topic]
  • Coursework in Operations Management
  • Completed Advanced Customer Service training
  • Coursework in Business Administration and Management
Work History
Verizon Wireless Communications - Account Services Coordinator, Fraud coordinator, Customer Service Coordinator, Technical Support Sr. Rep.
City, STATE, 02/2001 - Current
        
  • Accurately read, understood, and carried out written instructions.
  • Communicated operational issues and changes to supervisor on regular basis.
  • Provided outstanding internal and external customer support.
  • Followed company procedures to maintain productive work environment
  • Collaborated with various departments  to ensure smooth work flow and efficient organization operations.
  • Maintained compliance with company standards and customer contracts to perform all activities.
  • Maintained positive relationships with all customers and team members.
  • Processed orders from inventory locations.
  • Answered an average of 80-100 calls per day by addressing customer inquiries, solving problems and providing new product information.80
  • Developed reputation as an efficient service provider with high levels of accuracy. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.    
  • Designated as a Quality Captain, Loyalty Captain, SME- Subject Matter Expert to assist reps with the launch of new products
  • Met or exceeded service and quality standards every review period.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Built long-term customer relationships and advised customers on purchases and promotions. Recommended alternative items if product was out of stock.
Crystal Park Casino Hotel - General Manager / Front Office Mgr / Front Office Supervisor
City, STATE, 06/1998 - 01/2001
  • Responsible for coordinating the daily functions of the hotel through forecasting, scheduling and direction.
  • Developed strategies to increase occupancy, productivity and the level of guest/customer service in all hotel departments.
  • Introduced a monthly customer service training class to maintain peak levels of customer service ina ll departments.
  • Developed departmental objectives, work schedules, budgets and policies.
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
  • Updated team members about changes in hotel products, services, pricing and policies.
  • Resolved service-related problems in a timely manner.
  • Collaborated with maintenance and housekeeping to ensure teh customer had a memorable exp
  • Increased hotel revenue, profits and market share through u.
  • Recruited and trained [Number] new members of the guest service team.
  • Improved customer service ratings through [Action].
Westin LAX Hotel - Front Desk Supervisor/ Concierge/ Night Auditor (lead)
City, STATE, 08/1996 - 06/1998
  • Guest reception, reservations, concierge, group check-ins, rooms coordination and night audit.
  • Manager on duty (MOD)
  • Resource Management. Coordinated Front Office staffing  through collaboration,  forecasting &  scheduling.
  • Assisted in introducing the new "Service Express" program to the Front Office departments to increase GSS scores.
  • Monitored GSS (Guest Satisfaction Survey) scores.
  • New agent training & development
  • Streamlined daily reporting information entry for efficient record keeping purposes.
  • Reconciled company bank, credit card and line of credit accounts.
  • Developed monthly, quarterly and annual profit and loss statements and balance sheets.
  • Streamlined auditing procedures to increase efficiency and productivity.
  • Entered financial data into the company accounting database to be verified and reconciled.
  • Arranged travel and accommodations and various request for VIP guest  and Excecutive Club Members.
  • Resolved guest complaints quickly, effectively and tactfully.
  • Anticipated and prevented security and facility problems through careful supervision and tactful dispute resolution.
LAX Marriott Hotel - Front Desk Agent / Rooms Coordinator/ Administrative Assistant
City, STATE, 03/1995 - 08/1996
  • Greeted and welcomed all hotel guests with a smile.
  • Promoted the hotel brand’s loyalty scheme through Marriott Reward offers
  • Reviewed account information and charges with guests during check-out.
  • Collaborated with maintenance and housekeeping to nn Ready rooms
  • Resolved service-related problems in a timely manner.
  • Verified that personal and payment information on guest accounts was accurate and complete.
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
  • Updated team members about changes in hotel products, services, pricing and policies.
City Of Los Angeles - Research Assistant/ Personnel/ PFSD
City, STATE, 05/1994 - 08/1996
  • LAPD Cadet Recruit
  • Emergency Operations
  • Police & Fire Selection (PFSD).
  • Candidate Screening
  • Coordinating Recruiting events and job fair assignments
  • Research and development of strategies for use in the case of Emergency alert for the City of Los Angeles.
  • Main focus of the department is Resource Management (including but not limited to  emergency and rescue staffing, Assignment, Shelters and  supplies for Los Angeles County)
  • Conducted background checks on candidates by obtaining information from law enforcement officials, previous employers and references.
  • Supported human resources staff with new hire orientations and monthly departmental meetings.
  • Coordinated employment offers with management and extended offers to selected candidates.
  • Gathered personnel records from all employees from each department.
  • Sent notices to employees and subcontractors regarding expiring documentation.
Skills
Benefits administration, bonds, Call Center, clerical, COGNOS, customer service, customer service training, direction, E-commerce, faxing, focus, forecasting, Front Office, insurance, inventory control, legal, Loss Prevention, Mail, Microsoft Office, weapons, multi-tasking, Natural, peak, Peoplesoft, Police, problem solving, Quality, Express, receiving, reception, rendering, Research, Sales, scheduling, Technical support, troubleshooting, WorkFlow

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Resume Overview

School Attended

  • Grambling State University

Job Titles Held:

  • Account Services Coordinator, Fraud coordinator, Customer Service Coordinator, Technical Support Sr. Rep.
  • General Manager / Front Office Mgr / Front Office Supervisor
  • Front Desk Supervisor/ Concierge/ Night Auditor (lead)
  • Front Desk Agent / Rooms Coordinator/ Administrative Assistant
  • Research Assistant/ Personnel/ PFSD

Degrees

  • Bachelor of Science

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