Qualified customer service representative with sixteen years’ experience in a fast-paced customer service and call center environments.
Reservations and booking system experience Staff training
Team building Front desk experience
Doubletree by Hilton- Jersey City, New Jersey 07302. 12/2014 to current
Guest Service Agent
●Accurately resolve guest related issues and concerns same time of occurrences.
●Daily interactions with guest involving directions, transportations, reservations and other general questions.
●Lead agent in place of manager twice a week.
Hyatt Regency Hotel-Jersey City, New Jersey 07302 06/2002 to 07/2013
Rooms Division Representative
●Accurately documented, researched and resolved guest issues.
●Trained newly hired staff members and managers.
●Acting manager in reservation department.
●Initiated operations improvements to improve overall call center productivity.
●Greeted, registered and assigned rooms to guest of hotels.
●Managed customer calls effectively and efficiently in a complex setting.
U-Haul Moving & Storage of Jersey City-Jersey City, New Jersey 07306 07/1996 to 08/2001
Customer Service Representative
●Acting manager of opening and closing the store twice a week and overseeing eight employees.
●Handled store deposits.
●Addressed and resolved customer product complaints empathetically and professionally.
●Invoiced, collected monies due and settled accounts each day.
●Set up and explained new membership contracts.
●Organized store merchandise racks by size, style and color to promote visually appealing environment.