Customer Service Administrative Assistant

Carol J. Poling

***** *********** **, ***********, ** 20120

407-***-**** email: ************@*****.***

Relevant Over twenty years of customer service experience in

Experience various fast-paced retail environments. Excellent

customer service techniques as well as accomplished

communication skills. Works with cash receipts on a

daily basis and has computer software skills in

different retail aspects. Quick learner and able to

adapt to any environment quickly and easily with

little supervision.

Experience 1994-2014 Walt Disney World

Lake Buena Vista, FL

Guest Service Front Desk Agent (Disney's Fort

Wilderness Resort, Caribbean Beach Resort)

Concierge duties as needed

Certified Front Desk Trainer

Accustomed to working in a fast paced environment

with the ability to think quickly and successfully

handle challenging guest requests

Responsible for reconciling guest accounts, provide

efficient and courteous resolution to guest

situations

Provide courteous and personalized check ins for

guests, successfully accommodate each individual

guest and insure exceptional guest service

Arrange ground transportation to and from Orlando

International Airport, prepare hospitality packets

that include welcome letters, itineraries, and

various dining and park information

Relocations to other resorts as needed on a temporary

basis

Merchandise Hostess/Cast Member (Magic Kingdom-Main

Street East, Downtown Disney-The Art of Disney)

Responsible for guest relations, inventory control

within a retail sales environment, package pickup,

locker/stroller rentals

Work directly with Disney artists while they are in

house at The Art of Disney

Consistently sells high-priced artwork and

collectibles

Have responsibility for nightly register closeouts

and end-of-day register reconciliation

Reservation Sales Associate (Disney Reservation

Center/DRC)

Successfully assist guests who have never visited

Walt Disney World in completing their airline

reservations, resort reservations, dining plan

choices and park tickets.

Enthusiastically suggests and up sells aspects of the

Walt Disney experience that first time guests may not

be aware of including certain events throughout the

year, dining plans, and park tickets.

Consistently in top five on sales team.

Guest Services Assistant (Call Center)

Responsible for answering incoming calls from guests

regarding resort questions, directions, local

information and problems

Also responded to incoming calls from all ABC Offices

Cast Member (The Disney Store-Tyson's Corner, VA)

Responsible for guest relations, customer service,

cash receipts, inventory and stocking

Have responsibility for nightly register closeouts

and end-of-day register reconciliations

Top seller of collectibles as well as other

merchandise

Consistently sold park tickets to guests in addition

to enthusiastically recommending different resorts

and park events

2001-2003 Washington, DC

Customer Service Agent

Continental Airlines, National Airlines, and

Swissport

Ticketing agent at both Reagan National International

Airport and Washington Dulles International Airport

responsible for assisting both national and

international passengers in making reservations,

calculating fares, preparing tickets. Checking in

passengers for flights, customer service, and baggage

acceptance for flights.

2001-2002 Loudoun Hospital Lansdowne, VA

Surgical Posting Secretary

Responsible for posting future surgeries for patients

of multiple area doctors' offices with patient

information gathered from faxes, office phone calls

as well as direct interaction with doctors and

nurses.

Also, responsible for Post-Operative journaling,

massing confidential surgery information for each

patient and then filing by date.

1996-2000 COMSYS, MCIWorldcom Chantilly, VA

Software Test Engineer/Administrative Assistant

Y2K future date tester and compliance for Number

Resource Management and Number Planning Assignment

System; System and Regression tester for Number

Resource Management GUI.

Testing required knowledge of Microsoft Office, PVCS

Tracker, Win95, WinNT, Internet Explorer, Netscape,

and WinRunner.

Staff Lead/Liaison responsible for 40 other

contractors, collecting time sheets, performing

administration changes for group members; and

providing communication of information and changes

between MCI and contractors

Receptionist, security liaison, budget

analysis/requirements, conference room scheduling,

data/fax requests and answering phones.

1992-1996 Begg/Long and Foster Washington, DC

Receptionist/Administrative Assistant

Administrative duties included investigation and

comparative analysis of rental fees, supervision of

properties (leasing, eviction, maintenance, and

credit) and direct interaction with clientele and

management of portfolios.

Supported staff of 60 in a prominent realty office

with such duties as responsibility for the fax back

critical assessment management documentation,

representing clientele in strategic corporate

decision-making sessions and reviewed and related

corporate policies to it, as well as personnel, in

regards to current holdings and acquisition

management.

1988-1992 Poling Cleaning Centers, Inc. Vienna, VA

Vice President/Secretary

Owned and operated a family corporation exceeding two

million dollars in annual revenue

Customer service support through the use of

proprietary computer system capable of transaction

tracking, automated payroll, billing and financial

analysis/forecasting of annual profit shares.

Required interaction with a large and varied customer

base on such issues as review of corporate

expenditures, equipment provisioning and management

of company assets and personnel.

Education Oxon Hill High School, Oxon Hill, MD

Prince Georges Community College-Business Law, Largo,

MD

Volunteer Work Bruen Chapel United Methodist Church: Directed and

contributed to the creation a of a luncheon buffet

for the elderly on various occasions throughout the

year. Continuously supported, and contributed to, the

church for ongoing activities and events throughout

the holiday season.

Walt Disney Corporation: VoluntEARS-Actively

participated in fundraising for Boys/Girls Club of

America, American Cancer Society, and the Juvenile

Diabetes Foundation.

Software MS Office, Excel, Word, Powerpoint

Contact this candidate