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.
Skills
Customer service
Organization
Problem Solving
Research
Social Media
Telephone Skills
Communication Skills
Writing
Listening
Troubleshooting
Work History
08/2019 to Current
Front Desk AgentVail 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 AdjusterConcord 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 ManagerFirehouse 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.
Education
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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