Customer Service Representative/Support Manager Resume Example

I would see very few customers, but when i did see customers I:

• Printed reports at start and end of shift making sure all numbers added up.
• Set and confirmed  reservations for guests in person and by phone.
• Quickly and courteously resolved all guest problems and complaints.
• Checked in guest and verified everything on the reservation was correct.
• Cleaned up the lobby during free time.
• Folded and stocked front with towels, toilet paper, and all other amenities. 
• At 5 a.m I prepared to start the Audit Reports, gathered paperwork from housekeeping and front desk for that business day,
• Matched all numbers to ensure cash and credit cards were charged correctly.
• Verified all cash drops were done and processed properly. 
• Verified which rooms were to be cleaned for housekeepers.
• Made sure coffee was always filled for guest checking out.
• Ending shift i made sure all complaints or issues were told to who ever relived my shift so they were aware and made sure the issue was fixed. 

• Signed for packages that came to the organization and distributed them to the appropriate personnel.
• Solved minor/major customer issues and ensured that any major problems were immediately passed on to the manager/maintenance/housekeeper .
• Provided key administrative support to my coworkers. 
• Handled money for customers and visitors.
• Confirmed transactional data.
• Managed a team of two-three front desk agents and helped them to resolve issues that arose during their shifts.
• Cross-trained  in various roles like maintenance, audit, or housekeeping.
• Referred guests to local restaurants and recommended attractions in the area.
• Offered guest to enroll in our program and made sure i met each months goal of enrollments.
• Would resolve any third party reservations.
• Made sure any maintenance issues were put  into the system and solved within the next day.
• Ran an extra amenities guest requested were taken to the guest with in 5 minutes.
• Closing my shift I made sure all money added up to the system and every card was charged correctly. And passed on any issues to the auditor.

I did also help out with audit occasionally whenever it was needed due to vacations, illnesses, or weather. When helping out with that position I:

• Stocked amenities in the back for the front desk if it was needed.
• Assigned rooms and printed out reg forms for the rest of the reservations left for the night. 
• At 1:15 a.m i started the process of the audit.
• Went through reports to make sure no errors were made through out that business day.
• Organized the reports in the correct order. 
• Made sure the money taken from the dropbox was correct and evened out.
• After i finished audit with the free time i had till 4 a.m I was to clean the lobby and make it presentable.
• At 4 a.m i started setting up our free continental breakfast and made sure everything stayed stocked until I was off the clock. 
• Checked guest out and made sure everything with their stay was up to exceptions and invited them to come stay with us again. 

• Assisted in overall day-to-day operations of store including continuous development of effective store associates to achieve desired sales and results.
• Assessed, optimized and elevated operations to target current and expected demands.
• Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
• Trained multiple employees in inventory practices, POS systems and product knowledge, contributing to 100% increase in customer satisfaction ratings.
• Replenished merchandise, welcomed customers, responded to questions and maintained overall presentation of store.
• Coached and developed store associates through formal and informal interactions.
• Helped team members deliver polite and positive service to every customer by closely monitoring behaviors and offering constructive guidance.
• Recruited, interviewed and hired individuals demonstrating passion, dedication and added value to team.
• Collaborated with management heads to identify opportunities, develop timely solutions and create action plans.
• Set schedules and delegated assignments based on team member strengths to optimize floor coverage and service levels.
• Mentored team on effective upselling and cross-selling techniques.
• Assured every team member is as knowledgeable about our products by conducting role play.
• Checked in shipments assuring all product was delivered correctly.