Customer Service Sales

Marlene DeLeon

Cellular 773-***-**** P.O. Box ***558

************@*******.*** Saint Cloud, FL 34770

Summary

A position utilizing my computer knowledge, organizational abilities, strong people skills, and business experience.

Customer service professional offering 14 years of diversified experience. Excellent communication and

problem-solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing

company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines.

Strong rapport with personnel, customers, and associates based on knowledge, professionalism, and

integrity.

Experience

2010 - Present

Guest Contact Center/ Sales Counselor - Universal Studios. Orlando, FL

Performed all aspects of customer support, including answering telephones, coordinating special

promotions, and providing details for products and services. Handled inbound sales duties, including order

entry processing and fulfillment. Resolved billing questions and disputes, initiated customer calls, and

performed data entry. Originated customized order intake process to meet customers' specific ordering

needs, improving delivery performance and optimizing customer satisfaction. Interacted with customers

extensively to maintain customer satisfaction. Provided product information, pricing, quotations and

delivery information to customers. Advised customers on the location, selection, price, and use of goods

available from the store, with the aim of encouraging them to buy and to return to buy in the future.

Investigated and resolved complaints through grievance process. Displayed professionalism and product

knowledge, which contributed to an increase in inquiry-to-order capture rate. Provided a high level of

customer service and client relations based on outstanding communication and interpersonal skills.

2007 - 2010

Bill Collector, Turbo Title Loans, Melrose Park, IL

Received payments and post amounts paid to customer accounts. Located and monitored overdue

accounts, using computers and variety of automated systems. Recorded information about financial

status of customers and status of collections efforts. Located and notify customers of delinquent accounts

by mail, telephone in order to solicit payment. Confirmed with customers by telephone or in person to

determine reasons for overdue payments and to review the terms of sales, service or credit contracts.

Advised customers of necessary actions and strategies for debt repayment. Persuaded customers to pay

amounts due on credit accounts. Sorted and file correspondence, and performed miscellaneous clerical

duties such as answering correspondence and writing reports. Performed various administrative functions

for assigned accounts, such as recording address changes an purging the records of deceased customers.

Arranged for debt repayment or establish repayment schedules, based on customers financial situations.

Negotiated credit extensions when necessary. Traced delinquent customers to new addresses by inquiring

at post offices, telephone companies, credit bureaus, or through questioning customers references.

Notified credit departments, order merchandise repossession or service disconnection, and turn over

account records to attorneys when customers fail to respond to collection attempts.

2007 - 2008

PBX Operator/Reservation, Wyndham O'hare, Rosemont, IL

Transmitted and received messages, using telephone or telephone switchboard. Answered inquiries

pertaining to hotel services; registration of guests, shopping, dining, entertainment, and travel directions.

Kept records of room availability and guests, manually or using computer. May post charges, such as

room, food, liquor, or telephone, to ledger, manually or using computer. Blocked rooming list for groups,

internet and airlines reservations. Blocked group reservations and upgraded accommodations to guest.

Encouraged room upgrading and up selling offers.

2006 - 2008

Guest Service Agent, Holiday Inn Select, Rosemont, IL

Greeted, register, and assigned rooms to guests.Verified customers credit and establish how the customer

will pay for the accommodation. Compute bills, collect payments, and make changes for guests.

Performed simple bookkeeping activities, such as balancing cash accounts. Issue room keys and escort

instructions to bellhops. Posted charges, such those for rooms, food, liquor, or telephone calls, to ledgers

manually, or by using computers. Contacted housekeeping or maintenance staff when guests report

problems. Made and confirmed reservations. Recorded guest comments or complaints, referring

customers to managers as necessary. Arranged tours, taxis, and restaurants for customers. Deposited

guests' valuables in hotel safety or safe-deposit boxes.

2004 - 2006

Overnight Welcome Guest Service Agent - W Lakeshore Hotel. Chicago,IL

Greeted, registered, and assigned rooms to guests of hotel. Verified customers credit and establish how

t he customer will pay for the accommodation. Kept records of room availability and guests accounts,

m anually or using computers. Computed bills, collect payments, and make change for guests. Performed

simple bookkeeping activities, such as balancing cash accounts. Reviewed accounts and charges with

g uests during the check out process. Posted charges, such those for rooms, food, liquor, or telephone

calls, to ledgers manually, or by using computers.

1999 - 2004

GSA/Front Desk Supervisor - Sheraton Gateway Suites. Rosemont, IL

Handled reservations; check in and check out guest. Answered 10 line phone system and direct incoming

calls and outgoing calls. Mainted front desk neatly and clean at all times. Offered assistance and/or

information to guest and visitors regarding the hotel, it's facilities surrounding area with it's resturants

and attractions. Addressed guests complaints and requests in a friendly, professional manner and exsured

appropriate follow up with guests and visitors, documenting all contacts. Trained new employees,

conducted monthly meetings, handled schedules and supervising front desk agents. Acted as a contact

person for guests and other departments during evening shift and ensure that all reports have been done

correctly on any shifts.

Education

Associate of Science, Travel, Hotel and Tourism, 1998

Robert Morris College, Chicago, IL

Computer Skills

•Hospitality Programs: Galaxy, Fidelio, Lightspeed, Star Guest and Opera.

•MS Word Windows, Excel, Powerpoint, Tile Loan Professional and Internet.

•Fluently Language Speaking: English and Spanish.

References

Available upon request.

Contact this candidate