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Skills

  • Route dispatch
  • Shipping procedures understanding
  • Conflict resolution
  • Data entry
  • Complaint resolution and de-escalation
  • Business Strategy
  • POS systems expert
  • Account management
  • Multi-line phone talent
  • Process improvement recommendations

Work Experiences

  • Entered customer interaction details into Jira to track requests, document problems, and record solutions offered.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Used a POS system to itemize and total the purchases of 14 customers.
  • Created and maintained a detailed database to develop promotional sales.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Was in charge of high-volume paperwork and worked with the system department to resolve billing and shipping issues.
  • Double-checked order data on a two years basis to ensure that transactions and shipping dates were correct.
  • Recommended the best dining and entertainment options for guests in the Chicago area.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Fluent in German. Personable and professional communicator.
  • Customer service specialist with over 17 years of experience resolving account and service issues for Customer Service clients.
  • Solid team player with an outgoing, upbeat demeanor and a track record of building rapport with clients.
  • Great phone skills and standard talents have a proven track record of increasing productivity and customer satisfaction.
  • Multilingual and compassionate Guest Services professional with tense situation management experience.
  • Competencies in operating multi-line phone systems, taking orders, and updating documentation have been demonstrated.
  • Bring extensive high-call volume experience working with category consumers spanning 2 years.
  • Customer Service Representative with 7 years of retail experience in fast-paced, team-oriented environments.
  • Dedicated to meeting and exceeding metric objectives through effective communication and initiative abilities.

Accomplishments

  • Seamlessly managed guest disputes regarding billing inquiries, ensuring issues resolved on the spot, lowering refund requests by 72%.
  • Led a targeted marketing initiative for loyalty program members, improving repeat bookings by 82% within program.
  • Collaborated with the Food & Beverage team to enhance the room service process, ensuring timely delivery for 45% of orders.
  • Resolved guest check-in issues related to room availability during overbooking situation, reducing guest complaints by 30% through prompt action.
  • Achieved 8 five-star reviews on program by consistently providing outstanding service and anticipating guest needs.
  • Recognized for exceptional problem-solving skills, resulting in a reduction of customer complaints by 21% during metric.
  • Trained cross-functional team members in front desk and concierge duties, increasing team operational flexibility and reducing staffing gaps during peak hours by 29%.
  • Maintained a daily checklist of guest preferences and special requests, achieving a customer satisfaction score of 38% on QuickBooks.
  • Received commendations from management for excellent time management, which contributed to a reduction in front-desk wait time by 2 minutes during peak shifts.
  • Conducted follow-up calls to ensure customer satisfaction post-checkout, which contributed to a retention rate increase of 41%.

Affiliations

  • Society for Hospitality and Foodservice Management (SHFM)
  • National Association of Social Workers
  • Attendee of National Restaurant Show 2018
  • Society of Human Resource Management
  • Institute of Hospitality
  • American Institute of Professional Bookkeepers (AIPB) - for finance roles in hospitality
  • Global Business Travel Association (GBTA)
  • GUEST (General Union of Guest Service Employees)
  • Lions Club
  • Society of Women Engineers

Certifications

  • Certified Hospitality Information Technology Professional (CHITP) – Hospitality Financial & Technology Professionals, 2020
  • Advanced Upselling Techniques Certification – Harbor & Co., 2018
  • Certified Night Auditor (CNA) – American Hotel & Lodging Educational Institute, 2023
  • Google Certified Professional Cloud Architect
  • Certified Guest Service Professional (CGSP) - standard - 2018
  • Certified Hospitality Customer Service Representative (CHCSR) – category, 2017
  • Hospitality Communication Skills Certification – Brightline, 2015
  • International Etiquette and Protocol Copy Certification – International Association of Professions Career College, 2018
  • Hotel and Hospitality Management Certificate – Beacon Labs, 2016
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute, 2015

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