Customer Service Sales

Ponita R. Moore

***** * ********* **. *****, IL *0417

702–480-8558 / *******@*****.***

EXECUTIVE SUMMARY

High-performing, strategic-thinking professional with over 17 years experience in customer service and project management. Skilled relationship builder with external and internal clients, superior interpersonal communication skills. Dedicated, respected, self-motivated professional able to implement and design strategic plans and develop high performing teams. Self-starter with tremendous experience in customer relations, training, and marketing.Strong oral and written communication, analytical, problem solving skills. Aggressive follow-up and closing skill.

PROFESSIONAL EXPERIENCE

Planet Hollywood Guest Services (2016)

The hotel front desk agents welcome, register, and assign rooms and issue room keys or cards to the guests.

They provide information about services available in the hotel and in the community.

They verify customers’ credit and establish how the customer will pay for the accommodation.

They promote and sell guest rooms.

They review accounts of the guests who signs out.

They receive payment for accounts.

They balance cash accounts.

They advise housekeeping which rooms have been vacated and are ready for cleaning.

They keep an inventory of rooms reservations

They respond to reservation enquiries

Hotel front desk agents answer telephones and take messages and handle guest mail.

They deal with customer complaints or refer dissatisfied customers to a manager.

Hotel front desk clerks may also have administrative responsibilities, like in the night shift; desk clerks may assume the duties of assistant manager, night cashier, concierge (manager of guest services) or night auditor.

Premium/VIP customer service experience

Inbound Sales & Retention Trainer, Cox comunnications (2014 - 2015)

Lead classes of 30+ commission based new hire employees every six weeks

Excellent communication and outstanding class management skills with a special interest in customer growth and revenue targets

Embrace the company culture including a focus on the customer experience, while learning to meet and exceed sales expectations and order entry targets.

A true passion for travel; having had personal travel experience or the desire for travel experiences

Knowledge of international and domestic geographical locations, proper spelling of locations, points of interest, etc.

Ability to service a Premium customer by exuding confidence and knowledge during all customer interactions

Excellent grammar, enunciation, pronunciation, syntax verbal and written skills

Reliability and integrity driven; possessing enthusiasm and commitment in their work

Strong service mentality with a willingness to go above and beyond for the customer

Solutions driven with strong critical thinking skills having the ability to anticipate customers’ needs and provide options and solutions

Strong customer service orientation with an upbeat, people-minded personality

An effective team player who is able to also work independently

Robust multi tasking skills (e.g. able to log calls and interact with the customer simultaneously)

Previous sales/up-selling experience (e.g. premium retail, personal shopper, etc.

Sales & Marketing, Cox Communications (1998 –2014)

16 years of professional leadership experience in inbound & retail sales

Operations analyst and cross-training development of new-hire sales team training

Expert in client building relations resulting in increase of company revenues

Strategic planning and organizational skills overseeing growth and monthly quotas

Campaigns coordinator and motivator of team/ support staff

Front counter retail / Inventory and Cash count

Cox Media Sales Assistant – Neilson reports/ custom advertise reporting for new business, networking functions and events for prospecting

Proficiency with MS Office (Word, Excel) and other software applications

Ability to manage sales funnel

Ability to multi-task with sense of urgency in a dynamic and fast pace environment

Active listening skills to identify sales opportunities

Stable employment history

Ability to travel for sales training, kickoff meetings, etc., if required for this position

Assistant District Manager, PCA International (1996-1998)

Managed a staff of 24 sales people

Administered day to day sales goals and campaigns and exceeding company quota consistently by 20%

Report and tracked daily team results and coached to performance standards

Planned photo sales campaigns involving Arizona, Utah and Las Vegas staff

Developed campaigns which exceeded sales goals from corporate expectations

Casino Host/Slot Club, Showboat Hotel & Casino

1994-1996

Build relationships and accommodate guest delivering 100 percent quality

Professional customer service/ responsible for managing over 2,000 plus accounts

EDUCATION

MBA- Business Management w/ Human Resource Emphasis (Present – UOP)

BA in Business Management with Human Resource Emphasis (University of Phoenix August 2016)

Associate in Business Management with Human Resource Emphasis (CCSN June 2009)

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