Personable,Articulate, enthusiastic and dedicated Customer Service Representative with more than 10 years experience in hospitality,service and etail industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Skills
Scheduling proficiency
Employee motivation
Data entry
Microsoft Office
Great eye for detail
Strong listening talents
Team management
Reliable and trustworthy
Conflict resolution
Friendly, positive attitude
Decision-making
Flexible
Clerical
Basic Math
Phone etiquette
Organizational skill
Adaptive team player
Conflict mediation
Customer relations
Problem-solving abilities
Experience
Call Center Supervisor, 07/2015 to 01/2019 Brandt Information Services, Inc. – Tallahassee, FL,
Delivered constructive call process feedback.
Facilitated individual coaching sessions with CSRs to realign productivity goals.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Maintained strong call control and quickly worked through scripts to address problems.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Mentored new employees on handling calls and handling escalated calls, delivered constructive feedback to increase understanding of job duties.
Trained new employees on processes to promote productivity team-wide.
Handled escalated customer service concerns to preserve revenue streams from key customers.
Corresponded with service department team members to build and implement successful solutions to customer problems.
Reviewed customer account information to determine current issues and potential solutions.
Consulted with customers to determine best methods to resolve service and billing issues.
Office Assistant and Reservation Agent , 08/2008 to 09/2011 Restoration Hardware – North East, MD,
Assisted customers via phone by providing confirmations, answering questions and offering general information.
Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Researched and resolved customer issues.
Relayed information on availability, pricing and discounts to customers.
Verified guest information and payment options ensuring accuracy and completeness.
Reviewed guest information and payment options, checking for accuracy and completeness.
Suggested amenities suited to clients' needs.
Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
Coordinated with front desk staff to maintain maximum occupancy.
Provided clients with assistance in pr n eparing required travel documents and forms.
Facilitated customer reservations by providing booking information and processing payments.
Made reservations for customers and accurately entered personal information into computer system.
Recorded guest payments, verifying identification and credit card information to prevent fraud.
Contacted customers to advise on travel conveyance changes and to confirm reservations.
Took credit card payments over phone and in person.
Maintained customer loyalty by quickly resolving complaints and service issues.
Assistant Store Manager, 09/2005 to 07/2008 Safemark Systems – Dallas, TX,
Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
Coached and developed store associates through formal and informal interactions.
Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
Handled scheduling for store shifts across 7-day work weeks to achieve adequate staffing.
Reviewed monthly sales and performance reports to support operational planning and strategic decision-making.
Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
Assessed, optimized and elevated operations to target current and expected demands.
Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
Assisted customers, answered questions and resolved problems for stellar customer service.
Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.
Recruited, interviewed and hired qualified employees to provide top-quality service.
Coordinated merchandising by planning floor layouts and displays, guiding resets and directing sales signage placement.
Scheduled staff to assign employee shifts according to departmental and business needs.
Created engaging merchandise presentations to motivate impulse purchases.
Reservation Agent, 07/2002 to 04/2005 Hotel Joyuda Plaza – City, STATE,
Assisted customers via phone by providing confirmations, answering questions and offering general information.
Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Researched and resolved customer issues.
Reviewed guest information and payment options, checking for accuracy and completeness.
Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
Kept accurate knowledge of types of rooms available at various resort locations.
Contacted customers to advise on travel conveyance changes and to confirm reservations.
Education and Training
High School Diploma: , Expected in 05/2000 Bonneville School - Puerto Rico , GPA:
Office Medical Assistant : , Expected in 11/2021 Kennesaw State University - Kennesaw, GA GPA:
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