My career objective is to obtain a position where my leadership and critical thinking skills may be utilized to provide mutual benefit within Hilton Worldwide and secure opportunities for growth and advancement. I have strong background in all aspects of customer service, including problem solving, relationship building, working in fast pace environments, and assessing customer and employee needs. I have experience in training staff in areas of customer service, sales and team building. I am capable of performing efficiently in stressful situations.
Excellent comprehension and retention
Strong Work Ethic
March 2012-CurrentGuest Assistance Specialist | Hilton Worldwide | Carrollton, TXVirtual file management, Email correspondence to guest and hotel staff, Act as a corporate liaison between hotel management and customer, Book and manage reservations to ensure customer satisfaction, Resolve voice and email comp;aints
May 2015-CurrentGuest Assistance Non Voice Point of Contact | Hilton Worldwide | Carrollton, TXAssist Non Voice team with complex guest concerns, Provide assistance to management with escalations and other duties as assigned, Troubleshoot issues agents experience with the email system, and maintain productivity goals simultaneously .
September 2010-March 2012Retention Specialis | Suddenlink Communications | Tyler, TXHigh level of accuracy in processing orders and data entry, Provide over-the phone technical support and sales to various customers, Resolve billing questions and disputes, as well as customer complaints, Handle customer concerns and provide balanced solutions in order to promote customer loyalty.
January 2010-August 2010Warranty Claims Representative | AT&T | Jacksonville, TXTook inbound calls to determine eligibility for warranty claims, Data entry to update customer file information, Understand customer needs and target relevant products and services, Process sales, returns and exchanges
August 2009-December 2009Jewelry Lead | WAL-MART | Conroe, TXSupervise up to 3 employees per shift within the jewelry department, Ensure each employee within department is properly trained on company policies, Provide employees and department manager monthly feedback on performance, Interact with customers to provide information in response to inquiries about products and services, Resolve customer service or pricing issues by performing activities such as exchanging merchandise or processing refunds, Operate cash register, Ear piercing, Process special orders with third party companies, Operate multi-line telephone system
2007-2009.: Sam Houston State University , Huntsville, TX
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Companies Worked For:
Sam Houston State University
Job Titles Held:
Guest Assistance Specialist
Guest Assistance Non Voice Point of Contact
Warranty Claims Representative
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