Customer Service Manager
Resume:
Zoretta L. Peterson
**** ********** ******, **** *********, OH 44112
Cell: 216-***-**** : ********@*****.***
Summary
Results-oriented Assistant Hotel Manger with diverse background in management and customer service. Dedicated to providing excellent customer service who effectively motivates associates through continual guidance, direction, development and coaching on team playing and diverse customer situations. Continuously making operational and procedural improvements. Support experience as evidenced by obtaining increasingly challenging positions within the organization. Ability to multi-task while answering multiple phone lines. Team player, loyal and positive attitude. Excellent written and oral communications. Computer skills include Microsoft Office, IM Connect, IM Secure and Magic Runtime.
Highlights
Client relations specialist
Conflict resolution techniques
Team management
Persuasive
Focused on customer satisfaction
Skilled multi-tasker
Training and development
Scheduling
Deadline-oriented
Pay attention to detail
Fast learner
Experience Assistant Manager
July 2012 to May 2014
Mosley Select Suites - Wickliffe, OH
Recruiting, training and monitoring staff
Planning work schedules for individuals and teams
Meeting and greeting customers
Dealing with customer complaints and comments
Addressing problems and troubleshooting
Ensuring events run smoothly
Supervising maintenance, supplies, renovations and furnishings
Dealing with contractors and suppliers
Ensuring security is effective
Carrying out inspections of property and services
Ensuring compliance with licensing laws, health and safety and other statutory regulations
Maintaining statistical and financial records
Setting and achieving sales and profit targets
Planning and organizing accommodation, and other hotel services;
Promoting and marketing the business
Front Desk Agent
August 2009 to July 2012
Mosley Select Suites - Wickliffe, OH
Providing outstanding customer service
Answering phones
Booking reservations
Responding to emails and electronic reservations
Greeting guests upon entry to the hotel
Checking in guest/checking guest out
Answering questions, and providing any necessary services to ensure a customer's satisfaction
Run various reports
Customer Service Associate II
August 2004 to December 2008
Iron Mountain - Solon, OH
A main contact for customer service requests and directing calls to appropriate department or individual to insure customer satisfaction.
Insured timely and accurate service orders/request for customers requesting services for record management, secure shredding and data protection services
Handled account changes such as inventory consolidations and establishing departments, including account maintenance
Received and resolved customer invoice and billing related questions
Generated proactive reports such as activity reports and negative growth for Account Mangers and insured proper account setup with sales team
Trained five Customer Service Representatives to setup customers on IMConnect that allowed them to place their orders directly on-line, increasing department efficiency
Participated in process of integrating large shredding accounts with multiple locations(such as JP Morgan and Charter One who had acquired additional banks) to a smooth transition into a single parent account
Involved in problem resolution with customers by effectively communicating with appropriate internal departments and then following up with customer
Set up and trained over 50 customers on IMConnect and IMSecure Sync that enabled them to place their orders for records, supplies and media directly on-line
Customer Service Representative
September 1991 to August 2004
Iron Mountain - Solon, OH
Order entry/request processing
Created timely and accurate service orders/request for customers
Direct calls to appropriate departments
Preformed call backs to customers
Interacted with supervisor to resolve customer concerns
Updated customer profiles
Answered basic billing questions and directed specific invoices, billing and rate concerns to Administration Team
Researched and resolved any discrepancies on the service orders 99% of the time, reporting any unsolved discrepancies or those involving integrity of customer's inventory to the Manager/Supervisor
Forward requests for special projects to Account Manager and if potential new customer forwarded lead Sales Team, resulting in approximately 75% conversion to new customers
Data Entry
January 1990 to September 1991
Iron Mountain - Solon, OH
Keyed information into system from customer transmittal sheets or boxes
Recorded entries
Performed other duties as needed.
Education and Training
1980 Shaw High School East Cleveland, OH
Diploma, basic/clerical
Adult education: communication, literature, medical terminology (200*-****-****)
Iron Mountain sponsored courses including report generator, securebase/securesync, pact 20/20, price management pa model, core values, imconnect, safe keeper plus
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