Customer Service Representative

Dezeray Eslinger

Front Desk Agent

Maywood, CA

*******.********@****.*** - 323-***-****

I wish to begin my career that will utilize my computer knowledge, strong people skills, organizational abilities,

and business experience.

WORK EXPERIENCE

Front Desk Agent

Holiday Inn Express - Beloit, WI - March 2013 to Present

Responsibilities

Working as a front desk agent in the Holiday Inn Express, it is my responsibility to check guests in and out

of the hotel. I assign rooms and make key cards. I handle guest issues, complaints and requests in a timely

fashion to resolve the problems to guest satisfaction. I take same day reservations and make/update future

reservations. I accurately record guest information for wake up calls, I answer quest questions about local

attractions and give directions how to arrive at their final destination place. I have taken the Promises Kept

training class, Managing Express Start and Holiday Inn Express Being Brandhearted

Accomplishments

I have taken multiple classes to attain more knowledge of the business. I have taken Promises Kept Workshop,

Managing Express Start (a breakfast class) and Holiday Inn Express Being Brandhearted.

Skills Used

I used my knowledge of customer service to interact daily with guests. I also used computer software such as

Excel and Word, a multi line phone system and fax/copy machines.

Hair Stylist

Cost Cutters - Monroe, WI - November 2012 to February 2013

Responsibilities

As a hairstylist it was my duty to make every guest feel welcome when they walked in the door. I also set

appointments in the book for myself and other stylists. Daily I handled customers and sometimes I would

have to deal with an upset client and have to rectify the situation. I also complete services on clients such as

haircuts, color and perms. It was my daily responsibility to maintain the sanitary standards by following the

laws set forth by the state.

Skills Used

I used my skills learned during my 1800 hours of Cosmetology School. After graduation I had to pass state

certified testing to be licensed.

Initial Action Team/Claims taker

KForce (MetLife) - Freeport, IL - September 2012 to October 2012

Responsibilities

As a member of the initial action team, I answered calls to assist customers to report accidents and issues

with their home to MetLife, the insurance company. I assisted customers with getting a tow truck out to their

location if they had an accident, flat tire or another issue involving their vehicle. I also spoke with customers in

regards to their home policies. I assisted filing claims for the families that had damage due to the hurricanes,

other bad weather, or malfunctioning equipment in their homes. During this time I used excel to enter notations

in MetLife's computer system called Charlie.

Customer Service Representative

Colony Brands - Monroe, WI - November 2011 to April 2012

Responsibilities

As a customer service representative with Colony Brands I took orders, send out catalogs and changed

addresses for customers in the computer system.

Colony Brands was formerly known as Swiss Colony. This company is a catalog/online merchandise company.

Customer Service Representative

Texas Workforce Commission - Fort Worth, TX - September 2008 to November 2010

My job duties as a customer service representative include taking initial, additional and re-open claims. I also

took Federal, Military, combined wage claims and Interstate claims. I entered into the system Disaster claims

and Emergency claims. I have experience answering phones promptly accessing business needs of the call in

inquiry, general tele-serve and tele-serve exceptions calls. I also handled calls from claimants with questions

regarding pin problems, payment requests, work search requirements, and missed or late certification filings.

I gathered facts for effective fact finding statements for able and available issues, filing certifications, profiling

and work search cases. I complied with a telephone schedule, agency rules and policies and protocol while

providing quality customer service. As an adjudicator I investigated the separation of a claimant from their

job positions. I contacted the customer and the employer to get the facts behind the job separation. With the

information gathered I made either a qualifying or disqualifying decision on the claimant's benefits.

Hairstylist

Regis Salon - Janesville, WI - September 2007 to June 2008

As a stylist I was responsible for answering phones, scheduling appointments and keeping the salon up to the

sanitary standards. As a stylist I would encounter difficult clients over the phone or in person and worked to

achieve resolution to issues. I also had to maintain quality service in a fast paced environment.

Customer Service Representative

Swiss Colony - Monroe, WI - November 2001 to May 2006

As a CSR I placed large orders over the phone for Christmas orders, changed addresses, was a trainer of new

hire and return employees, Lead over four employees, placed Outbound calls to customers regarding their

orders and replaced items on an order or replaced complete orders. As a trainer I had the duties of reviewing

the company policies and procedures for entering orders in the system as well as how to answer questions and

replace orders, and adhere to a phone schedule, breaks and company policies. I had to teach new employees

how to use to computer system and go smoothly through an order process. I also handled difficult calls from

hostile customers in a courteous way with the best quality of customer service.

Cashier

Pick N Save - Monroe, WI - May 2003 to June 2004

Operate a cash register while maintaining quality customer service and handling money. It was also my duty

to maintain a clean work area.

EDUCATION

vocational in Cosmetology

Four Seasons Cosmetology School - Monroe, WI

January 2006 to June 2006

vocational in Cosmetology

Highland Community College - Freeport, IL

September 2003 to September 2004

High School Diploma in Education

Orangeville High School - Orangeville, IL

September 1999 to May 2003

ADDITIONAL INFORMATION

I have knowledge in the use of computers, the internet and multi-line telephone systems to transfer calls and

place individuals on hold to get the proper information to assist customers. I am also able to use copy and fax

machines. I also have experience filing paperwork and looking for files when working with Texas Workforce

Commission.

Computer Skills

Typing Speed: 45 Words Per Min

• E-Mail Software (Outlook, Thunderbird, etc.)

• Internet Browser (Internet Explorer, Firefox, etc.)

• Personal Computers

• Word Processing Software (Word, WordPerfect, etc.)

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