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Skills

  • KPI tracking
  • Quality assurance controls
  • Inbound and outbound calling
  • Clerical support
  • Attention to detail
  • Credit card payment processing
  • Cross-functional teamwork
  • Call center experience
  • Office equipment proficiency
  • Team Leadership

Work Experiences

  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Took 6+ inbound calls per day and directed them to the appropriate people or departments.
  • Helped customers with their questions and concerns, which resulted in a 12% reduction in complaint calls.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Updated the system system with order details, customer information, preferences, and billing details.
  • Determined accurate prices for procedure customer services by searching for the best deals and prices for customers on a regular basis.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Trained 17 new employees in procedures and policies in order to improve team performance each quarter.

Summaries

  • Working with regulatory limits and program department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Excel in Power BI offerings, ServiceNow use, and project management.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Jira expert who excels at meeting and exceeding sales targets.
  • Well-versed in ServiceNow solutions and a strong communicator.
  • Accurately documents call details, prepares reports, and schedules service.
  • Customer Service Representative with extensive experience in the framework industry who is friendly and dedicated.
  • Service-oriented and quality-focused, with 3 years of Miscellaneous experience and a track record of success.
  • Well-versed in Miscellaneous best practices and standards.

Accomplishments

  • Resolved an average of 18 high-priority guest complaints per shift, enhancing the hotel's reputation for superior customer service.
  • Proactively identified and resolved service delivery issues for high-profile guests, leading to a 35% reduction in service complaints.
  • Delivered prompt and courteous room service to 16 hotel rooms daily, ensuring an average guest satisfaction score of 80% over several months.
  • Leveraged expertise in menu options to promote high-margin items, increasing room service revenue by 32% over 18 months.
  • Leveraged language skills to accommodate international guests, resulting in a 66% rise in five-star reviews from foreign clientele.
  • Conducted ongoing surveys and evaluated customer feedback, enabling the hotel to achieve a 56% improvement in guest satisfaction.
  • Spearheaded the implementation of a digital order tracking system, contributing to a 19% increase in operational transparency and order accuracy.
  • Assisted with the optimization of room service workflows, cutting average delivery time by 18 minutes across 8 rooms.
  • Successfully managed VIP guest service requests, maintaining a 81% confidentiality rate for sensitive information.
  • Assisted management with creating new dining packages for special events, generating an additional 61% increase in sales.

Affiliations

  • Completed leadership and development training through Ironclad Systems, honing skills in managing room service teams and improving service efficiency.
  • Certified Dietary Aide, expert in understanding and providing for special dietary requirements for room service guests.
  • Participant, Certified Hotel Concierge Training Program at Lakeside Partners, gaining insights on offering personalized service to VIP guests.
  • Host, Monthly internal hospitality service workshops to mentor junior staff and increase operational efficiency, 2024.
  • Speaker at category, sharing insights on room service menu design and after-hours order optimization.
  • Member, International Food Service Executives Association (IFSEA), actively supporting industry best practices in food handling and service operations.
  • Alumni, Hospitality Management Program at Harbor & Co., specializing in guest service operations and team management.
  • Participant, American Hotel & Lodging Association (AHLA) educational webinars focusing on guest services and hospitality trends, 2019.
  • Member, National Restaurant Association, leveraging knowledge of food safety regulations and kitchen operations.
  • Contributor, Monthly Hotel Service Improvement Bulletin, sharing best practices and case studies on reducing guest complaints.

Certifications

  • ServSafe
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Hospitality Supervisor (CHS) – metric
  • Certified Hospitality and Tourism Management Professional (CHTMP)
  • Hotel and Restaurant Management Certification – Ironclad Systems
  • Wine and Spirit Certification - Beacon Labs
  • CompTIA Network+
  • Salesforce
  • Food and Beverage Management Certificate Ironclad Systems
  • Communication in Hospitality Certificate – Vantage

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