Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Additional Skills: Knowledgeable in MS Office Word, Excel, Access, and Power Point
Skills
Complaint resolution
Inbound and Outbound Calling
Creative problem solving
Professional telephone demeanor
Service standard compliance
Good listening skills
Work History
09/2019 to 06/2022Customer Service RepresentativeDxp Enterprises | Conroe, TX,
Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Documented and detailed calls and complaints using call center's database.
Conferred with customers about concerns with services to resolve problems.
Referred complex issues relating to company's booking system to help desk or IT for further evaluation.
Educated members on services available under current plan.
Contributed to company achieving and holding industry-leading customer service ratings.
Addressed and escalated customer service issues to upper management.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Resolved customer complaints and addressed emergency requests and needs.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Answered customer telephone calls promptly to avoid on-hold wait times
Offered advice and assistance to customers, paying attention to special needs or wants
Met customer call guidelines for service levels, handle time and productivity
Handled over 100 calls per shift signing up new customers, retrieving customer data, and cancelling services
Investigated and resolved customer inquiries and complaints quickly
06/2017 to 03/2019Guest Service RepresentativePhoenix Suns | Phoenix, AZ,
Greet, register, and assign rooms to guests of hotels or motels.
Verify over 50+ customers' credit daily, and established how customers will pay for accommodations.
Contact housekeeping or maintenance staff when guests report problems.
Make and confirm reservations.
Issue room keys and escort instructions to bellhops.
Keep records of room availability and guests' accounts, manually or using computers.
Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
Compute bills, collect payments, and make changes for guests.
Record guest comments or complaints, referring customers to managers as necessary.
Review accounts and charges with guests during check-out process.
Transmit and receive messages, using telephones or telephone switchboards.
Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
Deposit guests' valuables in hotel safes or safe-deposit boxes.
Clean and maintain lobby and common areas, such as restocking supplies and watering plants.
Arrange tours, taxis, or restaurant reservations for customers.
Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours
Oversaw fast-paced front desk operations and guests' needs at busy facility
Took reservations over phone and through email, recording guest information in computer system and verifying details
Ran reports detailing daily guest numbers, accounting expenses and income and room service usage
Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
06/2016 to 06/2017Shuttle Van DriverG4s | Shreveport, LA,
Follow relevant safety regulations and state laws governing vehicle operation and ensure that passengers follow safety regulations.
Test vehicle equipment such as lights, brakes, horns, or windshield wipers, to ensure proper operation.
Arrange to pick up particular customers or groups on regular schedule.
Provide passengers with assistance entering and exiting vehicles, and help them with any luggage.
Complete accident reports when necessary.
Pick up 30-40 passengers daily at prearranged locations, at taxi stands, or by cruising streets in high traffic areas.
Perform errands for customers or employers, such as delivering or picking up mail and packages.
Education
Expected in 09/2020Associate of Arts | Business AdministrationStrayer University, Washington D.C., GPA:
Expected in 05/1998High School Diploma | VILLA RICA HIGH SCHOOL, Villa Rica, Ga., GPA:
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