Customer Service Account Manager

CONTACT

Address : Ontario, CA *****

Phone : 310-***-****

Email : *******@*****.***

SKILLS

• Organizational Skills

• Microsoft Office

• Administration and Management

• Persuasive Communication

• Customer Service

• Time Management

• Judgment and Decision-Making

• Active Listening

SUMMARY

Service-oriented and responsive with expertise and adaptability to handle any need. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

EXPERIENCE

Account Manager, 01/2023 to Current

Aerotek Staffing - Rancho Cucamonga, CA

Personal Time Off, 08/2018 to 01/2023

Career Break - La Canada Flintridge, CA

Customer Service Representative, 11/2016 to 08/2018 Champion Broadband - Los Angeles, CA

Night Auditor /Front Desk Agent, 07/2014 to 10/2016 Residence Inn By Marriott - Riverside, CA

Documented and detailed calls and complaints using call center's CRM database.

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Followed up with customers about resolved issues to maintain high standards of customer service.

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Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

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• Anticipated clients' needs by staying in touch on regular basis.

• Corresponded with clients through email, telephone, or postal mail. Handled assignments independently with good judgement and critical thinking skills.

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Responded to customer requests for products, services, and company information.

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• Provided primary customer support to internal and external customers. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

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Participated in team meetings and training sessions to stay informed about product updates and changes.

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• Met customer call guidelines for service levels, handle time and productivity. Educated customers about billing, payment processing and support policies and procedures.

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Balanced accounts and conducted nightly audits to keep bookkeeping current.

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Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.

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Applied mathematical skills to calculate totals, check figures and correct problems with physical and digital files.

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LILLIE PENNY

Guest Service Agent /Night Auditor, 03/2007 to 07/2014 Hampton Inn By Hilton - Norco, CA

Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.

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• Monitored reservations to track incoming parties and special events. Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.

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Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.

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• Greeted arriving guests to provide assistance and facilitate check-ins. Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.

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Managed guest check-in and check-out procedures, reservations and payments.

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Resolved guest challenges and complaints by applying resourceful and actionable solutions.

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Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.

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EDUCATION AND TRAINING

Associate of Science : Administrative Justice, Expected in 06/2025 Citrus College - Glendora, CA

Certificate : Medical Billing And Coding, 05/1994

Harbor Medical College - Torrance, CA

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