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Skills

  • Computer literate
  • Cash transactions
  • MS Office
  • Cross-functional team collaboration
  • Business operations
  • Pet charting information
  • Microsoft Office
  • Fluent in Mandarin and Spanish
  • Customer satisfaction
  • Internal auditing

Work Experiences

  • Examined departmental documents to determine how they should be distributed and filed.
  • Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process.
  • Achieved improvement over one year.
  • Achieved this for three consecutive quarters.
  • Achieved a 51% increase in actionable feedback.
  • Acted as liaison between customers and the technical team to resolve complex issues, reducing overall resolution time by 30%.
  • Achieved a 52% increase in retention.
  • Handled customer complaints and resolved issues to the satisfaction of all parties involved.
  • In charge of all front desk operations for a busy high-volume hotel.
  • Was in charge of payment processing and was responsible for providing customers with receipts, proper bills, and change.

Summaries

  • Technically adept, friendly, punctual, and always up for a challenge.
  • Ability to coordinate reservations, update accounts, and promote customer satisfaction.
  • Polite and accommodating Customer Service Desk Associate with 5 years of experience in the hospitality industry.
  • Motivated, dependable, and eager to go above and beyond to please guests.
  • Service-oriented Front Desk Agent with 17 years of experience providing exceptional service to upscale hotel guests.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Professional with adaptability and courtesy seeking employment with Cedar Works.
  • Student pursuing a Customer Service degree who is eager to contribute developed knowledge in the role of Customer Service Desk Associate.
  • Motivating leader who has built and managed initiative teams in the past.
  • Top-producing salesperson and industry expert in Customer Service.

Accomplishments

  • Instrumental in maintaining service-level agreements (SLAs), reducing violation occurrences by 82%.
  • Enhanced customer retention by 8% by implementing loyalty follow-up programs using Workday.
  • Documented and resolved metric which led to procedure.
  • Led an initiative to increase repeat customer interactions by improving response protocols, which increased retention by 41%.
  • Detected and prevented potential fraud, which reduced chargeback rates by 6% in coordination with the security team.
  • Developed customer knowledge base, helping to empower customers and reduce inbound calls by 62%.
  • Monitored and flagged potentially fraudulent customer accounts, reducing financial losses by $13 in 2018.
  • Identified process gaps in customer service operations, resulting in a 30% saving in operational costs.
  • Collaborated with IT team to enhance CRM functionalities, reducing overall customer ticket handling times by 10%.
  • Recognized as Employee of the Month for 10 months for consistently meeting departmental response time goals.

Affiliations

  • Completed a leadership program through Ironclad Systems on improving resolution times by implementing automated follow-up strategies.
  • Member of the Call Center Association (CCA) since 2024, where I actively network and learn about the latest trends in customer service call handling and escalation management.
  • Enrolled in a Professional Development Program through the Institute for Customer Management to expand knowledge around end-to-end client communication solutions.
  • Member of the Workplace Conflict Mediation Association, with a specialization in customer complaint de-escalation and conflict resolution strategies.
  • Member of the National Customer Service Association (NCSA) since 2017, participating in workshops that improved my ability to manage customer relations and service recovery.
  • Member of the Customer Experience Professionals Association (CXPA) since 2018, engaged in webinars about product knowledge development and its impact on customer satisfaction.
  • Pursued a course in Returns and Exchanges Policy Optimization from Jira to improve customer satisfaction scores post-transaction.
  • Attended a virtual workshop hosted by the Professional Association for Customer Experience (PACE) on effective customer survey design in 2017.
  • Certified Customer Service Professional (CCSP) certification obtained from the Customer Service Institute of America (CSIA) in 2019, focusing on advanced call management techniques.
  • Completed the Applied Customer Engagement Certification from Harbor & Co. In 2016, enhancing skills in handling escalated customer issues and increasing customer retention.

Certifications

  • Retail Customer Service Skills Certification - Skills Academy
  • Google Certified Professional Cloud Architect
  • Customer Service Manager (CSM) Certification - Management and Strategy Institute
  • Certified Customer Care Specialist (CCCS) - Professional Association for Customer Engagement
  • Salesforce Service Cloud Consultant Certification
  • CX Masterclass Certification - Certified Professional in Customer Experience Management (CPCEM)
  • CompTIA Customer Service Excellence Certification
  • Project Management Professional (PMP)
  • Microsoft Certified Systems Engineer (MCSE)
  • American Academy of Financial Management (AAFM)

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