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Customer Service Representative Resume Example

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CUSTOMER SERVICE REPRESENTATIVE
Professional Summary

Experienced Guest Advocate offering top notch service by promptly assisting guests and exceeding their expectations through guest interaction. Developing rapport with loyal customers to make them feel welcome and positively address guest recovery. Promotes positive guest experience in friendly, upbeat, clean and comfortable atmosphere.

Skills
  • Customer assistance
  • Service standard compliance
  • Relationship Building
  • Inbound And Outbound Calling
  • Bagging and Packaging
  • Refund Handling
  • Point-of-sale system operation
  • Customer Complaint Resolution
  • Creative problem solving
  • Good listening skills
  • Credit card processing
  • Sales expertise
  • Refunds and exchanges
  • Time management skills
  • Product Knowledge
  • Customer Direction
Work History
Customer Service Representative, 10/2016 to Current
Fan Club Cruises – Orlando, FL
  • Improve customer satisfaction ratings by addressing issues and fostering timely resolution.
  • Manage customer relations and customer service through daily communication and interaction.
  • Remain calm during periods of high volume or unusual events to maintain operating standards and set positive example for team.
  • Field customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Achieve and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Respond to customer requests for products, services and company information.
  • Develop and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Create detailed expense reports and requests for capital expenditures.
  • Coordinate domestic and international travel arrangements, including booking airfare, hotel, and ground transportation.
  • Perform general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Increase efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Offer internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Keep optimal quality levels to prevent critical errors and support team performance targets.
  • Outline appropriate processes and procedures to fulfill and complete inquiries.
  • Evaluate source documents to locate information needed for each data entry field.
  • Correct any data entry error to prevent later issues such as duplication or data degradation.
  • Organize, sort and check Google Sheets input data against original documents.
  • Enter client information into databases quickly and with minimal errors.
  • Enter customer interaction details in Excel Spreadsheet to track requests, document problems and record solutions offered.
Revenue Manager, 05/2011 to 09/2016
Hilton Orlando Bonnet Creek – Orlando, FL
  • Met deadlines by proactively managing individual and team tasks and implementing revenue processes.
  • Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
  • Implemented rate strategies for all distribution channels include hotels websites, wholesalers' contracts and OTA partners accurately and in timely manner
  • Oversaw management of Delphi, Property Management System, including setting pricing for group in the year for the year and future years based on current market conditions and historical data
  • Ensured that hotel(s) group sales strategies were effectively implemented in sales and applicable Hilton reservations systems and inventory system
  • Facilitated yield management, revenue planning, forecast pricing, promotions and optimization through analyzing current economic factors, sales data and market share
  • Managed forecasts (short and long term) of inventory levels for transient and group room nights and rates based on historical trends
  • Communicated strategies for rooms and function space weekly to leadership teams
  • Drove short and long-term revenue and profit-based data from Hilton Worldwide systems
  • Analyzed displacement of rooms and/or revenue on various market segments based on past, current and future booking pace through data obtained from Hilton Forecast Management Systems
  • Developed rate strategies based on historical trends and through weekly STAR reports (Smith Travel Research)
  • Worked with other departments to maintain goals of hotels
  • Co-facilitated weekly revenue meetings involving inventory strategies, rate, transient and group pace and competitive analysis with property leadership
Revenue Manager, 02/2008 to 05/2010
Marriott International – Orlando, FL
  • Performed Breakeven Analysis for opportunities to determine profit based on various sleeping room rates and food and beverage contribution compared to current transient demand/forecast.
  • Processed all opportunities through Group Pricing Optimizer and provide recommended group ceiling
  • Liaison between Revenue Management and Florida Regional Sales Office providing strategies for all opportunities and need-date strategies to more effectively achieve booking goals.
  • ·Communicated with Director of Group Strategy with recommendations for pricing in GPO based on current trends.
  • Improved accuracy in reporting and analyzing group business through One Yield and TRHOM (Total Hotel Revenue Opportunity Model) by ensuring all opportunities include sleeping room revenue and food and beverage revenue.
  • Maximized total hotel revenue by working with Sales and Event Management teams to ensure all function space is utilized accurately.
  • Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
  • Evaluated and improved accuracy and completeness of rate structures to increase room revenue
Education
Bachelor of Arts: Hotel, Motel, And Restaurant ManagementAshford University Forbes School of Business And T - San Diego, CA
Associate of Arts: Hotel, Motel, And Restaurant ManagementLynn University - Boca Raton, FL
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Resume Overview

Companies Worked For:

  • Fan Club Cruises
  • Hilton Orlando Bonnet Creek
  • Marriott International

School Attended

  • Ashford University Forbes School of Business And T
  • Lynn University

Job Titles Held:

  • Customer Service Representative
  • Revenue Manager

Degrees

  • Bachelor of Arts : Hotel, Motel, And Restaurant Management
    Associate of Arts : Hotel, Motel, And Restaurant Management

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