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Skills

  • Data entry
  • Front desk workflow automation
  • Receiving support
  • Appointment scheduling and calendar management
  • High call resolution rate achievement
  • Shipping procedures understanding
  • Order fulfillment
  • Stock management
  • Customer satisfaction goal exceeding
  • Route dispatch

Work Experiences

  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Provided clients with basic technical support for a variety of method company products.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Entered customer interaction details into Workday to track requests, document problems, and record solutions offered.
  • Ensure that customers and internal departments are properly communicated with.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Kept up to date on product and service changes.

Summaries

  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to method regulations and category department guidelines.
  • Dedicated to learning, growing, and succeeding in Travel and Hospitality.
  • Offering 6 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Committed to providing world-class customer service while remaining professional.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Clear understanding of process improvement and workflow optimization as well as client relations training.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Service-oriented team player with a track record of providing high-quality support in the Travel and Hospitality for 9 years.

Accomplishments

  • Implemented an efficient appointment scheduling system, leading to an initiative% reduction in missed appointments.
  • Successfully redirected client calls and queries to appropriate departments which improved resolution time by 73% within three years.
  • Resolved product issue through consumer testing.
  • Coordinated with the facilities team to ensure a welcoming and professional environment, leading to a 27% boost in positive first impressions.
  • Created and delivered training programs in active listening and conflict resolution, reducing customer escalations by 9% within several months.
  • Maintained optimal front desk inventory levels, keeping costs under control and eliminating supply shortages for three years.
  • Managed and resolved an average of 16 daily customer inquiries, improving satisfaction rate by 76% within 18 months.
  • Utilized empathy and active listening to defuse high-tension situations, resulting in a 62% reduction in customer complaints and escalations.
  • Trained 12 new employees in reception protocols, boosting employee retention and proficiency by 25%.
  • Enhanced customer check-in processes by adopting new front desk management software, cutting average wait times by 26%.

Affiliations

  • Project Management Institute (PMI) - Customer Experience Special Interest Group (CX-SIG)
  • International Facility Management Association (IFMA)
  • Guest Relations Association (GRA)
  • Jaycees
  • Lions Club
  • Freemason
  • Customer Service Institute of America (CSIA) - Certified Customer Service Manager (CCSM)
  • Facility Management Professional (FMP) Certification by IFMA
  • Professional Association for Customer Engagement (PACE)
  • American Society of Safety Professionals

Certifications

  • Certified Hotel Concierge – Lakeside Partners
  • ServSafe
  • Certified in Customer Support Excellence - Brightline
  • Conflict Resolution Certificate – Harbor & Co.
  • SHRM Certified Professional (SHRM-CP)
  • Certified Receptionist Professional (CRP) – Meridian
  • Data Entry and Typing Certification - Summit Group
  • Certified Guest Service Professional (CGSP), American Hotel & Lodging Educational Institute (AHLEI)
  • Project Management Professional (PMP)
  • Certified Business Communication Professional (CBC) - Harbor & Co.

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