Anna Hayes

681-***-****

ad1cl5@r.postjobfree.com

Nitro, WV 25143

SUMMARY

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.

SKILLS

• Report generation

• Credit card payment processing

• Report creation

• Adaptive team player

• Shipping and receiving understanding

• Sales expertise

• Inbound and Outbound Calling

• Office equipment proficiency

• Materials transport

• Store maintenance

• Conflict mediation

• [Industry] regulations knowledge

• Technologically savvy

• Courteous demeanor

• Customer relations

• Stockroom procedures

• Problem-solving abilities

• High-energy attitude

• Promotional support

• Retail sales customer service

• Call Center Operations

• Data evaluation

• Clerical support

EXPERIENCE

Account services

Beckley Wv

Ibex Global

Mar 2023 -present

• Promoted a high customer satisfaction by resolving problems witg knowledgeable and friendly service.

• Answered high volume calls providing excellent customer support.

• Demonstrated excellent communication skills in resolving product and consumer complaints

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

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• Remained calm and professional in stressful circumstances and effectively diffused tense situations.

CSR

Saint Albans, WV

Select Management Resources/ Sep 2022 to Mar 2023

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

• Remained calm and professional in stressful circumstances and effectively diffused tense situations.

• Answered inbound calls, chats and emails to facilitate customer service.

• Demonstrated excellent communication skills in resolving product and consumer complaints.

• Developed strong customer relationships to encourage repeat business.

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Educated customers on special pricing opportunities and company offerings.

• Informed customers about billing procedures, processed payments and provided payment option setup assistance.

• Assisted customers with making payments or establishing payment plans to bring accounts current.

• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

• Upheld quality control policies and procedures to increase customer satisfaction.

• Used proven techniques to de-escalate angry customers during telephone interactions.

• Made outbound calls to obtain account information.

Room Attendant

Nitro, WVMardi Gras Casino & Resort/ Apr 2013 to Nov 2022

• Cleaned and returned vacant rooms to occupant-ready status.

• Locked guest rooms after performing housekeeping services and maintained complete security.

• Welcomed guests, provided answers to questions and anticipated guests' service needs.

• Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.

• Interacted pleasantly with clients and guests when performing daily duties.

• Delivered extra linens, paper products and toiletries to guests.

• Inspected rooms for safety hazards and working conditions of equipment to report repair needs to maintenance team.

• Managed linen cart by keeping neat and organized.

• Vacuumed, dusted and polished furniture in common areas, hallways and waiting areas at elevators.

• Replenished each guest room with water glasses, toiletries and paper products.

• Washed and polished glass windows and doors to keep entryways clear and professional.

• Trained newly hired room attendants on company policies, cleaning procedures and customer service techniques.

• Responded quickly to guest inquiries and delivered linens and personal care items upon request.

• Employed deep-cleaning techniques for areas in need of additional sanitation.

• Organized supplies for use based on expected customer needs.

• Followed manufacturer instructions for using chemicals and equipment to avoid burns, injuries and workplace accidents.

• Laundered sheets and removed stains to restore linens to pristine condition.

• Coached new housekeeping personnel by demonstrating approved cleaning procedures.

• Cleaned customer laundry according to care instructions for specific garments and articles of clothing.

• Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.

• Sanitized and cleaned sinks, mirrors, toilets and showers.

• Replaced sheets and pillowcases daily and used hospitality corners on beds to provide comfort for guests.

• Supplied extra towels and toiletries when requested to optimize guest comfort.

• Reported damage or theft of hotel property to management.

• Communicated with customers about requests for additional supplies or cleaning services.

• Maintained well-stocked and well-organized service carts to support efficient and timely cleaning services.

• Communicated with maintenance team on damages to repair.

• Maintained clean floors throughout property by sweeping, scrubbing and waxing.

• Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.

• Adhered to daily cleaning schedules and updated as needed based on demand.

• Dusted and polished fixtures and cabinet hardware to maintain sparkling appearance.

• Inspected furniture for damage or stains in between guest stays.

• Checked inventory for required supplies and made lists for needed cleaning products.

• Prepared rooms for meetings and arranged decorations, media equipment and furniture for social or business functions.

• Cleaned rugs and upholstery using vacuums and fabric shampoo when necessary.

• Swept and damp-mopped private stairways and hallways.

• Sorted and counted linens and organized in storage areas.

• Waxed and polished wood furnishings to restore faded appearance.

• Monitored cleanliness of lobby, swimming pool and other common areas.

• Delivered ironing boards, baby cribs and rollaway beds to guests' rooms.

• Answered multi line telephone

EVS Attendant

Hurricane, WVCAMC General/ Dec 2021 to Aug 2022

• Followed sanitation schedule and documented cleaning activities.

• Sanitized floors and walls to protect workers.

• Handled cleaning and sanitation chemicals by following safety precautions.

• Demonstrated proper use of PPE and understood procedures necessary to minimize exposure to chemicals while performing daily tasks.

• Used brooms, mops and vacuum cleaners to remove dirt and debris from floors.

• Utilized chemicals in correct quantities to maintain cleanliness of floor and touchpoint areas.

• Complied with company policies regarding safe storage of chemicals.

• Picked up and transported recyclables and trash from various locations to appropriate disposal facilities.

• Reduced cleaning time significantly while maintaining company quality standards.

• Confirmed properly labeling and storage of chemicals and cleaning items.

• Picked up items around carts by shoveling, lifting and loading loose garbage, debris and bulk refuse.

• Mixed water and detergents or acids in containers to prepare cleaning solutions.

• Stocked supplies in restroom and other stations throughout office building.

• Mixed and diluted caustic chemicals for use in industrial cleaning.

• Handled, labeled and safely stored various hazardous chemicals and solutions to prevent injuries.

• Lifted and properly disposed of furniture, equipment and heavy items.

EDUCATION AND TRAINING

High School DiplomaHurricane High School Jun 1992Hurricane, WV

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