Hardworking Customer Service Representative with 20 years of experience working with customers. Trained in project and time management with extensive knowledge of details and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Personable Customer Service professional offering over 20 years of experience resolving account and service concerns for customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Well-qualified proficient customer service representative in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
- Credit card processing
- Complaint resolution
- Order fulfillment
- International sales support
- POS systems expert
- Money handling abilities
- Stocking and replenishing
- Administrative support
- Recordkeeping strengths
- Data Entry
- Key holder experience
- Good listening skills
- Service standard compliance
- Creative problem solving
- Staff education and training
- Multi-line phone talent
Marin City, CA, 09/2019 - 03/2020
- Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Kept accounts in balance and ran daily reports to verify totals.
- Maintained transaction security by verifying payment cards against identification.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Lincoln, CA, 04/2014 - 09/2019
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Kept accounts in balance and ran daily reports to verify totals.
- Answered customer telephone calls promptly and appropriately.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Used Hotel key to process reservations, check-ins and check-outs.
Westminster, CO, 05/2014 - 09/2015
- Performed cold calling and outreach to build sales pipeline.
- Made average of 50 -100 outbound and inbound calls per day.
- Established excellent sales ability and strong interpersonal skills with confident and persuasive approach.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Displayed excellent sales skills and understanding of such skills.
- Provided information about available products and services including membership details and purchase advantages.
- Set up appointments with interested customers according to schedule availability.
- Overcame objections using friendly, persuasive strategies.
Lombard, IL, 04/2000 - 09/2014
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Exceeded team goals and collaborated with staff members
to implement customer service initiatives. - Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
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School Attended
- Baptist Temple
Job Titles Held:
- Customer Service Representative
- Front Desk Agent
- Telemarketing Sales Representative
- Customer Service Manager
Degrees
- High School Diploma
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