front desk agent customer service agent resume example with 14+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Professional Summary

. Knowledgeable and dedicated customer service professional with extensive experience in Hospitality 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.

  • Understanding Customer Needs
  • Customer Account Management
  • Courteous with Strong Service Mindset
  • Calm and Professional Under Pressure
  • Efficient and Detail-Oriented
  • Customer Service and Assistance
  • Multitasking Abilities
  • Administrative and Office Support
Work History
09/2021 to 12/2021 Front Desk Agent/Customer Service Agent Esler Companies | Denver, CO,

  • Communicated reservation rates and information using suggestive selling techniques to increase occupancy and revenue.
  • Created and maintained pleasant and calming environment to deliver excellent experience for members and guests.
  • Followed manual and computer procedures to close guest accounts and open room for next sale.
  • Completed check-in procedures using manual and computerized methods to expedite processes and promote customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and provided back up for customer service managers.
10/2019 to 09/2021 Front Desk Agent/Customer Service Representative Corvel | Charlotte, NC,
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Took reservations over phone, in person and via computer for guests and provided confirmation information.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Used internal software to process reservations, check-ins and check-outs.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Collected room deposits, fees and payments.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
04/2018 to 09/2019 Call Center Supervisor 4 One 4 Communications | City, STATE,
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Trained team members on performance metrics and consumer behavior identification.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Developed quality employees within call center to take over leadership positions.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
02/2007 to 05/2018 Call Center Manager NAPU Communications | City, STATE,
  • Established and oversaw performance targets for call center associates.
  • Developed quality employees within call center to take over leadership positions.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
  • Defined clear targets and objectives and communicated to other team members.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Supervised site investigations, reported issues and escalated those that required further assistance.
  • Delivered training for staff development, change management and materials, process and technical controls.
  • Reduced workflow inconsistencies by recruiting and hiring capable staff members.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Instituted quality systems within organization encompassing training, corrective and preventive action.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
Expected in 05/2017 to to Bachelor of Science | Political Science And Government University of Nevada - Las Vegas, Las Vegas, NV GPA:

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • University of Nevada - Las Vegas

Job Titles Held:

  • Front Desk Agent/Customer Service Agent
  • Front Desk Agent/Customer Service Representative
  • Call Center Supervisor
  • Call Center Manager


  • Bachelor of Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: