EXPERIENCED CUSTOMER SERVICE SPECIALIST

Innovative Problem-solver – Positive Attitude– Goal-Driven – Customer Support Expert

SUMMARY OF QUALIFICATIONS

Successfully demonstrates problem-solving, critical thinking, interpersonal and communication skills.

Good organizational, time management, problem solving, and multitasking skills.

Strong relationship building skills across departments and levels of leadership to accomplish initiatives.

Project minded - understands the need to plan, research, develop, and implement policies and procedures to improve operationally and to decrease the time to execute a solution.

Working knowledge of Microsoft Office (Microsoft Excel, PowerPoint, Microsoft Word)

Skilled in sign language.

PROFESSIONAL EXPERIENCE

GUEST SERVICE REPRESENTATIVE (TRANSFER) August 2015 - Present

FAIRFIELD INN & SUITES Schertz, TX

Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.

Secure payment; verify and adjust billing.

Process all guest requests and relay messages.

Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.

Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

GUEST SERVICE REPRESENTATIVE August 2014 - August 2015

COURTYARD BY MARRIOTT San Antonio, TX

Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.

Secure payment; verify and adjust billing.

Process all guest requests and relay messages.

Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.

Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

SALES REPRESENTATIVE AGENT April 2013 - July 2014 MARRIOTT INTERNATIONAL San Antonio, TX

Processed all reservation requests, changes, and cancellations received by phone, fax, or mail.

Identified guest reservation needs and determined appropriate room type

Verified availability of room type and rate.

Explained guarantee, special rate, and cancellation policies to callers.

Answered questions about property facilities/services and room accommodations.

Followed sales techniques to maximize revenue.

Indicated special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.

Followed proper escalation procedures when addressing guest concerns.

WAITRESS November 2012 - April 2013

54TH STREET GRILL & BAR San Antonio, TX

Wrote patrons' food orders on order slips, memorized orders, or entered orders into computers for transmittal to kitchen staff.

Assisted hosts or hostesses by answering phones to take reservations or to-go orders, and by greeting, seating, and thanking guests

Performed cleaning duties, such as sweeping and mopping floors, vacuuming carpet, tidying up server station, taking out trash, or checking and cleaning bathroom

Prepare checks that itemize and total meal costs and sales taxes.

Presented menus to patrons and answered questions about menu items, making recommendations upon request.

CUSTOMER SERVICE SPECIALIST (INTERNSHIP) June 2012 - August 2012

CAREERBUILDER, LLC Norcross, GA

Provided World Class Customer Service to clients of the organization by assisting them with basic customer dissatisfaction issues and tracked an average of 45% or more of these calls.

Supported customers via inbound phone calls.

Maintained Quality Assurance average of 95% or higher.

Worked with tech liaisons finding site errors and issues on the site and reporting them.

Provided website training to jobseekers by showing them how to efficiently utilize careerbuilder.com to better their job search experience.

Assisted with technical and analytical tasks on the website to include but not limited to: site navigation, billing inquiries, editing underperforming resumes and job postings, tracking calls received to provide feedback on customer issues, and meeting monthly productivity, quality and customer satisfaction survey goals.

Successfully connected customers with their Account Representatives and/or Sales Representatives for further assistance beyond the scope of the Customer Service department.

OFFICE ASSISTANT (WORK STUDY) August 2011 - December 2011

SOUTH GEORGIA TECHNICAL COLLEGE Americus, GA

Greeted and interacted with students and demonstrated an enthusiastic and positive attitude.

Graded papers and updated information into the grading system by request.

Completed small errands around campus.

Filed, created photocopies, and scanned documents.

Typed assignments as needed.

Ensured office equipment was properly maintained and serviced.

EDUCATION

ASSOCIATES DEGREE IN INFORMATION SYSTEMS

SOUTH GEORGIA TECHNICAL COLLEGE

Major in Computer Information Systems, with a concentration in IT

CERTIFICATIONS RECEIVED South GA Technical College CompTIA A+ Preparation Security Technician Americus, GA

CERTIFICATE IN PASTRY ARTS & BAKING (IN PROGRESS) San Antonio, TX

ST. PHILIPS COLLEGE

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