Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Competent customer service agent driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through necessary high-quality customer care and prompt resolution of complaints and issues.
- Customer service
- Organization
- Problem Solving
- Research
- Social Media
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- Telephone Skills
- Communication Skills
- Writing
- Listening
- Troubleshooting
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08/2019 to Current Front Desk Agent Vail Resorts – Heavenly, CA,
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Kept accounts in balance and ran daily reports to verify totals.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
- Entered customer data using Hilton software and updated information whenever patrons changed rooms.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Executed positive demeanor to each and every visitor approaching front desk.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Acquired in-depth knowledge of surrounding area to provide guests with information about dining options, entertainment and tourist activities.
- Provided services efficiently and with high level of accuracy.
02/2015 to 06/2019 Bodily Injury Claims Adjuster Concord Group Insurance – Bow, NH,
- Evaluated coverage, liability and damages and investigated suspicious claims.
- Documented and tracked claims approval process and communicated status monthly with claimants, attorneys and in-house personnel.
- Prepared and presented complex cases to management, in-house legal team and Claims Committee.
- Determined liability and estimated and approved benefit payments.
- Monitored expenses of pending claims to comply with company expenditure guidelines and budgets.
- Negotiated terms and handled settlements and adjustments with attorneys, claimants and co-defenders.
- Examined forms to determine insurance coverage.
- Referred extreme cases to Special Investigation Unit (SIU) for further review.
- Conducted claims investigations by obtaining written statements, preparing reports, researching public records and conducting personal interviews.
- Interpreted policy details and recommended most favorable course of action.
- Estimated cost of filing claims and applicable court or legal fees for claimant party.
- Interviewed relevant parties to determine claim denial or settlement.
- Interviewed policyholders, witnesses and third parties to gather information and details regarding injury event.
- Communicated effectively with staff, including members of operations, finance and clinical departments.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Maintained confidentiality of patient finances, records and health statuses.
- Answered over 90 calls per day to meet fast-paced call center demands.
06/2009 to 12/2014 Assistant Manager Firehouse Subs – Buford, GA,
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Trained team members in successful strategies to meet operational and sales targets.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Increased sales revenues by 38% over 12 months by promoting complementary products and educating customers about store promotions.
- Monitored employee performance and developed improvement plans.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Coached team on effective upselling and cross-selling methods.
- Submitted reports to senior management to aid in business decision-making and planning.
- Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
- Supported staff development and goal attainment by focusing on skill development and job satisfaction.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Conducted monthly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Interviewed, hired and trained 200 staff associates and equipped to comply with company policies and procedures.
- Provided current employees options for additional training opportunities.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Assessed workloads to meet seasonal fluctuation needs.
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
- Handled customer service by dealing with complaints, organizing stock and answering customer questions.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Assisted Manager in interview process of prospective employees and provided feedback.
- Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience.
- Onboarded new employees, including training, mentoring and new hire documentation.
- Supervised team of 50 employees and provided feedback on performance.
Expected in 12/2012 Bachelor of Arts: Multidisciplinary Studies
The University of Texas At San Antonio - San Antonio, TX
GPA:
- Coursework in business, communications and sociology.
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