Customer Service Representative

Catressa L. Young

*** ********* ****** *******, ** 72370

870-***-****

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OBJECTIVE

A position as a customer service representative or related field utilizing

management and leadership skills, customer relationship building

experience, communication skills, and customer retention experience.

EDUCATION

Bachelor of Science: Early Childhood Education, 2004 - 2006; University of

Central Arkansas, Conway, AR.

MANAGEMENT AND CUSTOMER SERVICE EXPERIENCE

Package Handler, FedEx Express, Memphis, TN, August 2010 - Present

. Scan outbound package for visibility of package

. Verify package is in correct shipping container

. Ensured correct plane destination and bin number were on each package.

. Load shipping container for outbound flights

Guest Service Agent, Hilton Garden Inn, Southaven, MS, August 2009 -

Present

. Create and confirm guest reservations

. Greet and register Hilton Garden Inn guest

. Promote and administers Hilton Marketing Programs for arriving guests

. Provide comprehensive, prompt and courteous service, including

upgrades

. Resolve lower-level complaints

. Ensure credit card system reconciles to daily transaction list from

rooms

. Post and balance daily work for the hotel

. Close out guest accounts upon completion of stay

. Ensures statements are correct upon guest check-out

Front Desk Clerk, Hampton Inn, Southaven, MS, February 2009 - December 2009

. Assisted Guest Service Agents

. Greeted and registered Hampton Inn guest

. Provided welcome packet containing room keys

. Ensured guest knew location of room, and arranged for team member to

accompany guest to room

. Provided comprehensive, prompt and courteous service

. Closed out guest accounts upon completion of stay

Front Desk Supervisor, Hampton Inn, Conway, AR, August 2005 - March 2009

. Oversaw front desk operations

. Provided guest service, guidance and leadership to ensure consistent

customer service is provided

. Assigned and instructed team members in details of work

. Trained, supervised, scheduled and assisted in evaluating staff

. Monitored lobby traffic to make staffing adjustments accordingly

. Resolved customer complaints

REFERENCES

(Available upon request.)

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