Customer Service Front Desk

Location:

Posted:

August 24, 2015

MICHAEL NORFOLK

E-mail: ****************@*****.***

Experience

SENIOR CSR (2014 –2015)

HOME DEPOT CALL CENTER (KENNESAW, GA)

•Answers inbound calls from customers

•Quickly assesses customer needs and proactively provides solutions

•Documents details of customer interaction into system while on the phone

•Reconciles errors in a cost effective manner

•Meets or exceeds scorecard requirements for productivity

FRONT DESK AGENT (2012 –2014)

OMNI HOTEL (ATLANTA, GA)

• Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures

• Empathetically listen to guest inquiries and provide appropriate responses

• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)

• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)

• Pre-register designated guests and prepare key packets

CUSTOMER SERVICE REP (2011 –2012)

AEROTEK (ATLANTA, GA)

• Responding to customer inquiries and providing a speedy and thorough resolution to customer issues and problems

• Extensive MS Excel use

• Handling escalated and unresolved calls from less experienced representatives.

• Responding to all inquiries and delivering appropriate information or referring to appropriate function or people.

Education

Victory Christian Academy (Conyers, GA) (2007-2011)

HS Diploma Obtained

Georgia State University (2011-2013)

Skills

MS Excel

Inbound/Outbound Data Calls

Researching & resolving issues

Customer Support

Maintain call center database

Completed transactions/Forwarded Requests

Maintain employee & member files both electronically & physically