consumer service representative resume example with 8+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Versatile hospitality professional with 8 years of progressive experience in hotel industry with expertise in all areas of operations. Personable, collaborative and responsible team player.
Skills
Quality assurance controls
High-energy attitude
Data evaluation
Product organization
System implementation
Inbound and Outbound Calling
Shipping and receiving understanding
Quality control
Business development understanding
Report generation
Office equipment proficiency
Customer relations
Schedule mastery
Credit card payment processing
Microsoft Office expertise
Conflict mediation
Store maintenance
Technologically savvy
Report creation
Experience
08/2021 to CurrentConsumer Service RepresentativeLifetime Brands | San German, PR,
Upheld strict quality control policies and procedures during customer interactions.
Completed documentation for actions and customer interactions.
Thanked and asked every customer back to provide excellent customer service.
Identified consumer needs, clarified information and researched issues to provide alternative solutions.
Resolved complex customer issues by identifying source of customer's issue providing resolution.
Identified and resolved customer issues with thorough research and follow-through.
Functioned independently and made empowered decisions that positively affected customer's experience.
Displayed creativity, handled fast-paced environment and met deadlines.
Responded to customer inquiries via telephone or written correspondence promptly and up-sold wherever appropriate.
Answered consumer inquiries with friendly and knowledgeable support.
08/2020 to 08/2021Front Desk AgentCsm Corporation | Tukwila, WA,
Handled payment processing and provided customers with receipts and proper bills and change.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Completed end-of-day reporting and balanced registers to maintain financial accuracy.
Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
Posted charges, updated accounts and issued bills to departing guests.
Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
Responded to inquiries and room requests made online, by phone or email.
Arranged special accommodations for guests to maintain optimal satisfaction.
Facilitated front desk operations for busy high-volume hotel.
Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
Coordinated with internal departments to handle wide range of guest needs.
Drafted and maintained incident reports, daily activity logs and other documents requested by management.
Balanced accounts and conducted nightly audits to keep bookkeeping current.
Stayed current on local attractions and special events to help guests with entertainment options.
Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
Pointed out property details and guided guests to dining areas, pool, spa and fitness center.
Input customer data into reservation software and made immediate updates to reflect room changes.
Informed travelers of hotel security features and offered details regarding safety processes and procedures.
Aided other hotel personnel in various capacities, including handling purchases at gift shop during peak periods.
11/2014 to 10/2019Front Desk Agent/Night AuditorAimbridge Hospitality | Daytona Beach, FL,
Processed 30+ customer transactions with extreme attention to detail on a daily basis.
Assisted in maintaining cleanliness of lobby, common areas and sweet shop.
Maintained a 97% satisfaction rating over a 59-month period as a front desk associate.
Provided the utmost in service to hotel guests and staff while accommodating their needs/requests yet also balancing the interest of the hotel.
Maintained the hotel standards by coordinating with other departments as necessary to fulfill the high expectations of our guests and patrons.
Checked guests in while making them feel welcome and appreciated.
Communicated hotel facilities and services to guests at check-in.
Provided information regarding local area facilities for guests.
Posted and rebate room, tax, and other charges to guest accounts.
Handled multi-line hotel phone system, transfer calls, and take messages for guests and hotel staff.
Placed, modified and cancel guest reservations, inputting same into computer while noting any special requests.
Maintained an accurate inventory of available rooms daily.
Coordinated with other departments to fulfill special guest requests.
Responsibly maintained hotel key security system.
Administered guest safe deposit boxes.
Maintained cleanliness and orderliness of front desk and lobby area.
Trained on how to properly handle wake-up calls.
Notified housekeeping and maintenance of any reported problems in guest rooms or on hotel grounds.
Assisted in other hotel duties.
03/2012 to 06/2014Front Desk Agent/Night AuditorAimbridge Hospitality | Dublin, OH,
Resolved customer problems and complaints by clarifying the issue, explaining the best solution, and following up with each case.
Educated customers and potential customers about our loyalty program increasing our signups by 49%.
Worked as an unpaid liaison between employees, clients, guests, customers, potential customers, and employer for 15+ months.
Checked guests in/out of hotel.
Made telephone reservations.
Sold guest rooms.
Accepted Payment for room rental.
Reviewed reports for credit card balance and authorization.
Reviewed Guest log for special services and follow through.
Cleaned up lobby area to provide a welcoming presence.
Due to low staff; often working in the housekeeping department to help lessen the stress on the housekeepers.
Completed payroll and schedules for the staff due to no management for months at a time.
Education and Training
Expected in 05/2010 to to High School Diploma | Waipahu High School, Waipahu, HI, GPA:
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