Customer Service Representative
Resume:
Tracie L. Jones
ad1c97@r.postjobfree.com
** ******* ***. **********, ** 32068
Objective:
I am striving to use my customer service and attention to detail skills in a position where I can genuinely help people, learn from people and play a part in a company’s success. I am looking for stability in a positive work atmosphere.
Education:
Graduated in 1997 from Orange Park High School in Orange Park, Florida
Completed the Registered Customer Service Representative course at FSCJ Kent Campus September, 2014
Some college majoring in Criminal Justice and Business Management, not finished.
Experience:
October, 2019 - February, 2020, Guest Service Agent for Home2 by Hilton, Jacksonville, Florida
●Greet Guests/Potential Guests
●Check Guests In/Out
●Data Entry, including but not limited to credit card information/personal information
●Reservation Setting, Confirming, Canceling
Hilton Honors Membership Program (enrollment, accommodate and retrieval
●Authorize Credit Card payments
●Take Cash Payments when necessary
●Post room, suite shop, and miscellaneous charges accordingly
●Stay Current with new OnQ Training Certifications
●Answer multi-line phones and transfer calls accordingly
●Run daily reports
●Single-handedly run the hotel for the majority of shifts
●I am trained for the Front Desk for all shifts, which require different responsibilities
●Communicate with Housekeeping, Restaurant, Maintenance, and Management about Groups, Catering, and Appearance of Guest Rooms, Meeting Rooms and Common Areas
●Handle Large Check Ins (Teams, Groups, Home Football Weekends) generally alone
●Order Supplies as needed
●Order USA Today to Meet the Accuracy of the number of In House Guests
●Attention to Detail Is a Must
●Continuing Education as Directed
May 2018-February 2019, CSA/Cashier for Mercedes Benz of Orange Park, Jacksonville, Florida
●Greet Customers
●Assist Service Advisors with customers
●Retrieve vehicles after repairs
●Set service appointments
●Answer multi-line phone
●Cash out all repair orders
●Record all monies received from three departments in three areas using Excel
●Balance the Service, Sales and Parts Departments
●Close all repair tickets to ensure advisors are paid
●Fax, Email, Scan documents
●Ensure large deposits are in the safe and money is secure
●Close the Service Department each night
●Run reports, check in and draw contracts for loaner vehicles
●Continuing Education as directed
October 2015 – April 2018, Bookkeeper for Hilton Properties, Jacksonville, Florida
●Run necessary reports
●Balance all forms of payments through system
●Correct any rate or payment discrepancies
●Check guests in/out
●Post charges to folio
●Perform Credit Card authorizations
●Collect alternate payments for declined credit cards
●Dealt directly with guests travel agents/supervisors
●Answered multi-line phone
●Directed calls to correct department
●Worked 100% solo, overnights
September 2014 – September 2015, Licensed Sales Professional/Customer Service Representative for Allstate Fire and Casualty Insurance Company St. Johns, Florida
●Service all insurance policies
●Service Homeowners policies for Allstate and several brokered companies outside of Allstate
●Answer multi-line phone, handle the call or transfer calls accordingly
●Fax and email documents to mortgage companies, lienholders, homeowners and clients
●Perform weekly and daily cancellation audits for Auto, Renters and Home for Allstate and Home for brokered companies
●Process endorsements for Allstate and brokered home owners companies
●Cross sell products (Renters, Life, Umbrella, Home, Auto)
●Process payments for Allstate and brokered companies
●Check mail and upload all necessary documents to internal files and individual client’s policies
●Return phone calls and emails in a timely manner
●Perform insurance reviews
●Collect important trailing documents required for signature from clients and fax accordingly
●Write Renters Insurance Policies
●Overcome many obstacles in this field of work
February 2013-March 2014, Receptionist for Perimeter Realty Jacksonville, Florida
●Generally the first point of contact for residents/prospective residents
●Answering Phones and transferring calls accordingly
●Taking maintenance requests and turning them in to the right department
●Filling out proper forms with residents
●Filing Resident complaints
●Marketing and event coordinating for the property for both our own events and for outside “vendors”
●Copy, Fax and Filing
●Communicating messages to management
●Attention to detail is a must
●Data Entry
●Receive Rent Payments
August 2012-February 2013- Front Office PM Supervisor for Crowne Plaza Jacksonville, Florida
●Greet Guests/Potential Guests
●Check Guests In/Out
●Data Entry, including but not limited to credit card information/personal information
●Reservation Setting, Confirming, Canceling
●Priority Club Membership Program Enrollment/Retrieval/Adherence
●Authorize Credit Card payments and handle cash payments when advised
●Post room and miscellaneous charges accordingly
●Stay Current with new OPERA Training Requirements
●Answer multi-line phones and transfer calls accordingly
●Run daily reports
●Single-handedly run the hotel for the majority of my shifts
●I am trained for the Front Desk and for Valet Service
●Communicate with Housekeeping, Restaurant, Maintenance, and Management about Groups, Catering, and Appearance of Guest Rooms, Meeting Rooms and Common Areas
●Handle Large Check Ins (Teams, Groups, Home Football Weekends)
●Attention to Detail Is a Must
●As Supervisor, any issues that may arise were handled by me, and routed accordingly to the management team
September 2010-May 2012- Guest Service Agent for Double Tree Club Hotel, Springdale, Arkansas
●Greet Guests/Potential Guests
●Check Guests In/Out
●Data Entry, including but not limited to credit card information/personal information
●Reservation Setting, Confirming, Canceling
●Hilton Honors Membership Program Enrollment/Retrieval/Adherence
●Authorize Credit Card payments
●Take Cash Payments when necessary
●Post room, suite shop, restaurant, bar, and miscellaneous charges accordingly
●Stay Current with new OnQ Training Certifications
●Answer multi-line phones and transfer calls accordingly
●Run daily reports
●Single-handedly run the hotel for the majority of my shifts
●I am trained for the Front Desk for all shifts
●Communicate with Housekeeping, Restaurant, Maintenance, and Management about Groups, Catering, and Appearance of Guest Rooms, Meeting Rooms and Common Areas
●Handle Large Check Ins (Teams, Groups, Home Football Weekends) generally alone
●Order Supplies as needed
●Order USA Today to Meet the Accuracy of In House Guests
●Attention to Detail Is a Must
October 2002-April 2003- Customer Service Representative for America’s CarMart Springdale, AR
●Data Entry
●Handled Application Process
●Reference Checks
●Handled Cash Payments/Deposits of Large Amounts
●Went on Test Drives
●Sales
●Collections
●Answered Multi-line phone
●Filing/Faxing
●Title Work
August 1999-October 2002- Studio Manager for PCA Photography Studios Fayetteville, Arkansas
●Photographed families of all ages
●Used Film and Digital Cameras
●Cut Film “Blind” in a black-out bag
●Patience was a must
●Computer Sales
●Data Entry of all Purchases, Personal Information, and Cost of Photography Sessions
●Took Credit Card, Check, and Cash Payments
●Customer Service both in person and over the phone
●Handled Deposits of Large Sums of Money
●Shipped and Received Orders
●Sorted Packages Received
●Answered Multi Line Phone
●Filed Orders Both Alphabetically and Chronologically by Date of Order
●Payroll
●Bookkeeping
Professional Skills:
I am proficient in Microsoft Word, Excel, and Outlook Express. I keep a positive attitude even in the most negative of situations. I pay great attention to detail, very well organized. I am able to take direction and I follow through with each task given.
Certificates/Training:
I have earned 12 certificates of recognition for OnQ Training for Hilton Brand. I have taken all ten required ADA Courses and received my certifications of recognition for them, as well.
In addition, I have a Certificate of Completion as a Registered Customer Service Representative. I also have my 4-40 license for Customer Service in the insurance field. I was CPR certified in 2020 through Hilton.
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