Highly enthusiastic customer service professional with 15 years client interface experience. Results-driven with proven ability to establish rapport with clients. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Inventory control familiarity
Telephone inquiries specialist
Customer service expert
Adaptive team player
Greeted customers upon entrance and handled all cash and credit transactions.
Assisted customers over the phone regarding store operations, product, promotions and orders.
Assisted in the managing of the company database and verified, edited and modified members' information.Preserved an accuracy of [Number]% during [Number] years of employment. Reduced number of guest complaints to be excalated. Managed front desk operations with a staff of four. by [number] percent.
I.A.T.A.Miami, FLCustomer Service Representative08/2010 to CurrentVerified that information in the computer system was up-to-date and accurate. Identified and resolved system and account issues. Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified timeframes. Addressed customer service inquiries in a timely and accurate fashion. Developed effective relationships with all call center departments through clear communication. Properly directed inbound calls in phone queues to improve call flow. Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met. Led a team of customer service representatives to increase service center profitability.
The Grand Beach HotelMiami Beach, FLGuest Service Agent12/2009 to 08/2010Processed guest payments for room charges, food and beverage charges and phone charges. Greeted and registered guests and issued room keys. Performed concierge services for a [Number]-star, [Number]-room hotel. Recommended top dining and entertainment options for guests in the [City Name] area. Answered department telephone calls within [Number] rings, using correct salutations and telephone etiquette. Monitored room availability using [Software name]. Delivered requested items to guests' rooms. Processed credit card transactions during the checkout process. Fostered strong working relationships with all hotel departments.
City of Miami BeachMiami Beach, FLInten for the Department of Tourism and Cultural Development05/2009 to 08/2009 Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information. Designed electronic file systems and maintained electronic and paper files. Made copies, sent faxes and handled all incoming and outgoing correspondence. Organized files, developed spreadsheets, faxed reports and scanned documents.
Menzies Aviation Fort Lauderdale , FLPassenger Service Agent01/2008 to 09/2008Announced flight status updates and information about gate changes over airport's [System name] system. Created and booked [Number] reservations per [Time period]. Checked baggage and collected baggage charges. Processed reservations, coordinated stand-bys and monitored cabin availability. Tagged checked baggage with appropriate destination with a [Number]% accuracy rate. Printed itineraries and tickets for an average of [Number] passengers per [Time period]. Determined flight close-out times and completed and verified flight forms. Instructed passengers on all safety and emergency procedures and answered any questions. Protected customers' baggage from loss, theft and damage by handling them properly. Addressed passenger concerns about [Concern] and [Concern] by [Action taken]. Responded politely to passenger complaints regarding ticketing and baggage handling.
Bachelor of Science:Travel and Tourism Management 2009Florida International University, Miami, FLMinor in Business