Customer Service Call Center
Resume:
Raymona Smith
Lawrenceville, GA *****
****************@*****.***
Excellent Customer Service/Administrative Assistance/Call Center/Communication skills. Proven Skills: Call Center metrics, Customer Care Relations, Account Management, Administrative/Facility Organization and Protocols. Proficient In: Word, Excel, PowerPoint, Access, Outlook, Lotus Notes and Internet Navigation. Possess strong analytical, filing and report maintenance/distribution. Work Experience
Front Desk Supervisor
La Quinta Inns & Suites-Alpharetta, GA
August 2021 to Present
Professionally greet guests, answer calls and emails to provide them with any information needed to enjoy their stay. Provide timely, accurate and professional answers to customers inquiries with limited supervision; while operating effectively as part of a team.
• Reconciling all hotel cashier transactions; reviewing, organizing and compiling management reports on a timely basis and ensuring the accuracy of guest billing.
• Responsible for effectively communicating concerns and/or related issues to all levels of management and performing guest service agent duties as required, including check-in, check-out, switchboard operation and reservations
Virtual Customer Service Specialist
Phobio-Lawrenceville, GA
May 2020 to July 2021
(A virtual solution providing a technology platform that connects customer service representatives with clients)
Professionally handle incoming/outbound calls and emails to ensure that customer, merchant and sponsor issues are resolved both promptly and accurately with the highest possible degree of respect and urgency. Provide timely, accurate and professional answers to customers inquiries with limited supervision; while operating effectively as part of a team in a virtual call center environment using the virtual Phobia Platform.
· Act as the primary point of contact for the assigned customer base and develop a positive ongoing relationship with customers plus an detailed knowledge of each account.
· Thoroughly and efficiently gather customer information to determine and fulfill customer needs, educate the customer where applicable, to introduce new products and service benefits for new customer onboarding and retention.
· Manage all call center tasks/activities within an assigned service agreement by meeting or exceeding the average call handling time;
Night Audit Customer Service Specialist
LaQuinta Inn-Roswell, GA
January 2019 to November 2020
Professionally greet guests, answer calls and emails to provide them with any information needed to enjoy their stay. Provide timely, accurate and professional answers to customers inquiries with limited supervision; while operating effectively as part of a team.
· Reconciling all hotel cashier transactions; reviewing, organizing and compiling management reports on a timely basis and ensuring the accuracy of guest billing.
· Responsible for effectively communicating concerns and/or related issues to all levels of management and performing guest service agent duties as required, including check-in, check-out, switchboard operation and reservations.
Virtual Customer Service Specialist
Arise Virtual Solutions-Lawrenceville, GA
October 2014 to January 2019
(A virtual solution providing a technology platform that connects customer service representatives with clients)
Professionally handle incoming/outbound calls and emails to ensure that customer, merchant and sponsor issues are resolved both promptly and accurately with the highest possible degree of respect and urgency. Provide timely, accurate and professional answers to customers inquiries with limited supervision; while operating effectively as part of a team in a virtual call center environment using the virtual Arise Platform.
· Act as the primary point of contact for the assigned customer base and develop a positive ongoing relationship with customers plus an detailed knowledge of each account (e.g. key decision makers, equipment, service contract, history, billing, etc.).
· Thoroughly and efficiently gather customer information to determine and fulfill customer needs, educate the customer where applicable, to introduce new products and service benefits for new customer onboarding and retention.
· Manage all call center tasks/activities within an assigned service agreement by meeting or exceeding the average call handling time; average daily calls 60 to 80 calls. Customer Service: Administrative Assistant/Shipping and Receiving Clerk Personnel One-Norcross, GA
October 2009 to November 2014
(A provider of professional temporary and direct hire staffing) Perform a variety of administrative and clerical tasks to ensure efficient and smooth day-to-day office operation that include providing support to managers and employees, assisting in daily office needs, resolving equipment conflicts and maintaining use, make travel and meeting arrangements, preparing reports and maintaining appropriate filing systems; while demonstrating excellent organization, professional/courteous verbal and written communication skills.
· Matched, organized and electronically filed shipping and receiving purchase orders and invoices
· Metered outgoing mail and processed shipping labels per package contents, dimensions and destinations
· Proficient Typing/Data Entry/10 Key
Customer Service: Shipping and Receiving Clerk
Imaging Solutions-Lilburn, GA
January 2010 to February 2012
(A provider of professional temporary and direct hire staffing, affiliated with Personnel One, Norcross, GA)
Support preparation of fragile and rare materials for electronic scanning ensuring successful conversion to electric data archives. Scan print of aged photographs, receipts, shipping and receiving logs, client accounts, and other confidential documents into both photo recognition/document viewer and database software applications; as a contracted employee.
· Matched, organized and filed aged materials
Administrative Coordinator-Tracker
Skylight Financial-Atlanta, GA
January 2008 to January 2009
(A nationwide communications provider for broadband data/voice services) Field 90-150 inbound customer calls answering questions on pre-paid card products, pricing and send literature requests via online marketing application daily; while working independently, in accordance with established procedures and guidelines, in a timely manner to meet deadlines appropriately to ensure smooth day to day operations.
· Upon request, handle escalated inbound calls, and requested outbound communication follow-ups via calls/emails and facsimile.
· Collect, maintain and tracked file documentation of changes made to upload into document viewer ensuring same-day action in support of initial response, and actions taken to resolve conflicts. Customer Care Hazard Insurance Specialist I to II
Assurant Specialty Property-Duluth, GA
December 2005 to December 2008
(A premier division of Assurant that specializes in insurance products and mortgage related services) Researched/tracked/resolved/notated unforeseen hazard insurance issues; including but not limited to lender placed coverage, billing and account management updates via telephone, e-mail, faxes, reports, correspondence and/or upper management escalations with urgency and integrity; while maintaining 95-100% availability/80+ calls daily for a host of industry leading Financial Banking Intuitions.
· Responsible for follow-up and completion of all front-end escalations and special projects designed to complete urgent business needs, tasks that supported supporting departments and individual associates with escalated research task processes and procedures
· Awarded “Employee of the Month”, meeting all office metrics and attendance allowing for spot bonuses and more responsibilities.
· Proficient Typing/Data Entry/10 Key
Education
Associate of Science in Human Services
SHORTER COLLEGE - Duluth, GA
Skills
• Proven Data Entry/Interpersonal/Soft/Verbal/Written Skills
• Goal Oriented/Team Leader & Player/Product Promotion
• Excellent Account Management/Decision Making Skills
• Able to Work in a Fast-Paced Environment/Multi-tasking Software/Hardware: Windows 7-10; Windows 9x-2010, Pro, XP, Vista, Web Browsers/Microsoft Office Suite/Outlook, Novell, Lotus Notes, Photoshop/ Image Viewer Systems, Adobe, Scanner, Printer, Copier, Facsimile, Security Package Protocols/ Labeler Customer Service Support: Typing/Data Entry, (60+ WPM), 10 Key (160+ KPM), Dispatch, Data Entry, Call Center Work Ethics and Protocols, Soft Skills, Organization, Accuracy, Analytical, Courteous and Concise Reporting/Filing Skills, Setting Goals and Prioritizing, De-Escalation
• Multi-line Phone Systems
• Clerical Experience
• Guest Services
• Conflict Management
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