Iām a Customer Service professional offering 15 years of experience in progressive roles of accountability and leadership. Self-motivated and hardworking meeting customer needs via telecommuting roles Or call center setting. Skilled in listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offering empathy, reliability and enthusiasm to ensure customers satisfactions.
Skills
Data collection and management
Professional telephone demeanor
Computer proficient
Quick learner
Recordkeeping strengths
Property Management Systems
Budgeting
Energetic
Reporting requirements
Service standard compliance
Good listening skills
Staff education and training
Creative problem solving
Problem Solving
Leadership
Education
Clare Hall High SchoolAntigua, Expected in 1992 ā āGED: - GPA:
Bryant House Community College Antigua , Expected in 1993 ā āAssociate of Applied Business:Business And Managerial Economics - GPA:
Work History
Planet Fitness Inc. - Customer Service Representative Midlothian, VA, 09/2019 - Current
Answered customer telephone calls promptly to avoid on-hold wait times.
Entered customer interaction details in Software to track requests, document problems and record solutions offered.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Provided primary customer support to internal and external customers in fast-paced environment.
Provided information to customers regarding Company's charge card and loyalty program and helped to open and activate new accounts.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
St. Joseph Health - Home Health Aide Victorville, CA, 12/2016 - Current
Promoted development of healthy lifestyle to meet health and wellness objectives.
Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
Completed entries in log books, journals and care plans to document accurately report patient progress.
Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
Transported individuals to medical appointments and other errands.
Increased medication knowledge and medical terminology prowess through consistent research and continuing education.
Hermitage Bay - Reservations & Customer Service Supervisor City, STATE, 03/2008 - 03/2013
Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
Prepared customer invoices, accepted payments and processed refund and cancellation requests.
Provided follow through on all calls with confirmations and dissemination of requested information.
Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
Verified that personal and payment information on guest accounts was accurate and complete.
Updated team members about changes in hotel products, services, pricing and policies.
Developed departmental objectives, work schedules, budgets and policies.
Resolved service-related problems in timely manner.
Tech Corp. - Shift & Training Manager City, STATE, 11/2003 - 01/2007
Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
Produced regular phone and Q& A reports to evaluate performance, adjust strategies and maintain agile, sustainable operations.
Kept employees operating productively and working on task to meet business and customer needs.
Adhered to company standards and compliance requirements for operations and cleanliness of all areas.
Trained and mentored new employees to maximize team performance.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Accomplishments
Improved clients well being dramatically over the period of 1 year of working with her.
Willingly took on new duties and responsibilities when asked by supervisor and finished tasks on time, resulting in a pay increase.
Awarded the Employee of the Month prize for handling intense situations with poise and compassion.
Provided exceptional service to a couple who were getting married, and suffered the death of daughter . I handled all local matters surrounding the situation and made myself available to them 24/7 . As a result I received a five-star ratings on traveler surveys.
Received a job promotion within 3 of months of hire due to outstanding service and enthusiastic personality.
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