Qualified Customer Relations Representative with 30 years in fast-paced customer service and call center environments. Personable and professional under pressure. Excellent time management and organizational expertise.
Skills
Exceptional communication skills
MS Windows proficient
Creative problem solver
Exceptional telephone etiquette
Customer-focused
Excellent time management skills
Work History
Customer Services RepresentativeJanuary 2009 to Current St. Luke's Hospital 232 S. Woods Mill Road - Chesterfield, MO
Politely assisted customers in person and via telephone.
Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Directed calls to appropriate individuals and departments.
Merchandising Team AssociateJanuary 2008 to Current Macy's Chesterfield 49 Chesterfield Center - Chesterfield, MO
Replenish merchandise on sales floor.
Participate in the inventory taking process.
Assist with merchandising floor moves and other merchandise projects as needed.
Maintain stockroom organization and cleanliness.
Folded and arranged garments in attractive displays.
Asked open-ended questions to assess customer needs.
Customer Service SupervisorJanuary 2007 to January 2009 Westfield Corporation CBL Properties & Associates - Chesterfield, MO
Greeted customers entering the store to ascertain what each customer wanted or needed.
Earned management trust by serving as key holder, responsibly opening and closing store.
Politely assisted customers in person and via telephone.
Trained 2 new sales associates each quarter.
Welcomed customers into the store and helped them locate items.
Handled all customer relations issues in a gracious manner and in accordance with company policies.
Communicated clear expectations and goals to each team member.
Worked with the management team to implement the proper division of responsibilities.
Strategically scheduled team members to maintain optimal staffing levels at all times.
Manager Guest Services RepresentativeJanuary 2006 to January 2007 Marriott Corporation-Residence Inn - St. Louis, MO
Negotiated corporate extended stay contracts Training and motivating of front desk personnel.
Greeted and registered guests and issued keys.
Recommended top dining and entertainment options for guests in the St. Louis area.
Computed bills, collected payments and made change for guests.
Made and confirmed reservations.
Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette.
Shopping ConciergeJanuary 2005 to January 2007 Westfield Corporation - St. Louis, MO
Provided personal escort services to those visually impaired.
Coordinated special events for Holiday Performances, Kid's Club, etc.
Strong interpersonal and oral communications.
Alerted customers to upcoming sales events and promotions.
Determined customer needs by asking relevant questions and listening actively to the responses.
Answered customer telephone calls promptly and in an appropriate manner.
Guest Services RepresentativeJanuary 2002 to January 2005 TownePlace Suites by Marriott - Fenton, MO
Greeted and welcomed all hotel guests with a smile.
Verified that personal and payment information on guest accounts was accurate and complete.
Resolved service-related problems in a timely manner.
Delivered messages, mail and packages left for guests and hotel facilities in a timely manner.
Reviewed account information and charges with guests during check-out.
Correspondence / Prison Liaised / Phone CounselorJanuary 1998 to January 2002 Joyce Meyer Ministries - Fenton, MO
Travel Counselor
Extensive travel throughout the United States in order to supervise conference set-ups for approximately 7,000 attendees / Oversee vast areas of the facility and provided conferees with counsel and crisis intervention./ Facilitated training of volunteer staff and workers.
Entrusted with the collection, coordination, and overseeing of conference finances.
Composed and drafted all outgoing correspondence and reports for managers.
Answered and managed incoming and outgoing calls while recording accurate messages.
Education
University of Phoenix2011Phoenix, AZ Associate of Arts: Hospitality, Travel, & Tourism
Columbia CollegeCurrentColumbia, MO Bachelor of Arts: Management
Accomplishments
Conflict Resolution
Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
