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**** ***** **, ************, ** ***** 215-***-**** ac6zki@r.postjobfree.com

An experienced and pleasant customer service professional who has a genuine interest in working with and assisting customers. A service orientated professional who is very confident when handling inquiries, complaints, and communications. Vivian has a long history in exceeding customers' expectations, improving customer relationships, and satisfying difficult and dissatisfied customers. She always works hard to ensure that customers have a positive experience and always looking at different ways to improve the service given to customers. She is currently looking for a suitable customer service position with a company that offers excellent opportunities for personal and professional growth. Customer Service Representative, 07/1999 to 03/2018 Marriott – Philadelphia, PA

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Greeted and welcomed all hotel guests with a smile. Provided exceptional service and assistance to guests upon check-in. Recipient of multiple positive reviews acknowledging dedication to excellent customer service. Verified that personal and payment information on guest accounts was accurate and complete. Reviewed account information and charges with guests during check-out. Delivered messages, mail and packages left for guests and hotel facilities in a timely manner. Directed calls to appropriate individuals and departments. Keeping up to date with all the company's products, services and procedures. Assisted administrative team members with completing daily tasks in order to maintain a smooth workflow. Corresponded with clients through email, telephone, or postal mail. Organized incoming and outgoing file movements in an efficient and accurate manner. Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff, greeting the public, typing, proofreading, filing, sorting and handling incoming and outgoing mail.

Provided clerical support to company employees, including copying, faxing and file management. Answered an average of 25 calls per day by addressing customer inquiries, solving problems and providing hotel and local area information.

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Clear and honest communication

Excellent multi-tasking ability

Attentiveness

Exceptional communication skills

Strong verbal communication

Extremely organized

Data entry

Customer service

Quick learner

Multi-line phone proficiency

Attention to detail

Accountability

Empathy and compassion

Creative problem solver

Strong client relations

Conflict resolution

Self-motivated

Client assessment and analysis

Organizational

Filing and data archiving

Punctual

Microsoft Word expertise

Can manage difficult or emotional customers.

Listening patiently to and emphasizing with customers. Always delivering a genuine desire to help and support customers. Confident when dealing with people face to face.

Identifying opportunities for improvement of customer service. Handling conflicting priorities.

Maintaining customer database files.

Proficient in Microsoft Word and Outlook

Taking on additional responsibilities when asked.

GED: 1995

Lutheran Settlement House - Philadelphia, PA

Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.

Named “Employee of the Month” in March,2015.

60 WPM data entry rate.

Awarded the Spirit to Service award December 2014 for providing prompt and courteous service to our guests.

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Available upon request.

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