guest experience specialist voice and non voice resume example with 19+ years of experience
- Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
- (555) 432-1000
- resumesample@example.com
- Date of Birth:
- India:
- single:
- :
Driven, personable empathetic Customer Service Specialist with over 6 years remote home office experience interfacing with clients. Dedicated outside-the-box strategic thinker. Extensive expertise in customer relationship management, conflict resolution, time management and document control. Bringing over 6 years experience supporting escalated hospitality guest concerns ranging from simple to complex issues. Focused on surpassing the customer expectations, driving team success and retaining brand loyalty. Ready to transfer top-notch customer service experience, active listening and creative problem-solving skills to Mutual of Omaha as a Customer Care Analyst -Remote. Skillset enhances customer experiences by employing service-oriented behaviors, understanding customer needs, as well providing customized solutions to build continued brand loyalty. Efficiency-driven and well organized with a team-oriented mentality, inherently understand the need for good case systems documentation. Well-versed in excellent customer satisfaction working in 24/7 uptime environment. Seeking to join solid organization with a mission statement that aligns with own values and the opportunity for growth. Committed to developing long-term relationships to foster recurring business and guarantee customer satisfaction.
- Hilton - Commitment to Excellence Award recipient - earned quarterly.
- Hilton - Collaborated on the CRX (Customer Excellence) team of agents from other departments to review and development new strategies and best practices. 2017-19.
- Signal Ridge Owners Association - Developed Microsoft Excel maintenance and repairs tracking spreadsheets as President of homeowners association.
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Hilton Worldwide - HRCC – City, STATE
- Provided hotel guests with above-and-beyond service, by phone, email, website or mobile app systems, with issues like housekeeping, dining, service, billing, security and more.
- Acted often as last point of recovery for disgruntled guests utilizing first call resolution.
- Created accurate case file documentation servicing average 50+ incoming and outgoing contacts per 8 hour shift.
- Advocated for guest claims with hotel management to make sure customer was satisfied with any issues or requests arising from current or past hotel stay.
- Collaborated with other departments when needed to coordinate solutions including service recoveries to retain guest satisfaction.
- Monitored issues with hotel management for efficiency and accuracy of follow up to guest complaints.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Updated customer loyalty accounts as needed with add-on room charges, including minibar use and room service bills.
- Reviewed amenity details for properties, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Explained security policies and procedures to guests acting as liaison with hotel management to promote confidence and safety.
- Billing and Service Recovery
News America Marketing (News Corp) – City, STATE
- New hire recruiting, initial field training, ongoing coaching and development for teams of 20-30 direct report merchandisers.
- Weekly QA audits to insure compliance at store level, inventory control, payroll review and approval.
- Reduced turnover by enhancing training, motivation and engagement strategies with all employees.
- Worked with store management daily to insure all client advertising programs maintained per cycle instruction policy throughout network of grocery, drug, office supply and convenience stores.
- Resolved conflicts promptly to promote positive environment
- Assumed ownership for team productivity, keeping within budget while managing workflow, meet or exceed quality standards.
- Adhere to all confidentiality and NDA at all times.
West At Home - Call Center – City, STATE
- Established cohesive home office environment free of noise and distraction
- Answered high volume flow of back to back incoming calls for over 30 products for sales and services by consumers responding to television commercials.
- Documented and detailed calls using call center's CRM database.
University of Phoenix - Tempe, AZ
- 3.22 GPA
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Resume Overview
School Attended
- University of Phoenix
Job Titles Held:
- Guest Experience Specialist-Voice and Non Voice
- Area Manager 2012-14, Program Manager 2000-12
- Direct Response Representative
Degrees
- BS/BA - Incomplete
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