Customer Service Representative

Quincetta R Lee

Richmond, TX • 936-***-**** • ************@*****.***

CUSTOMER SERVICE REPRESENTATIVE

Detail oriented, responsive problem solver, able to multi-task and address priorities to deliver an optimal customer service experience. Able to navigate high stress environments. Excellent communicator, mentor, and trainer capable of interfacing effectively with employees and management. Collaborating with internal teams to troubleshoot, learn and deliver timely resolutions holding a high regard for quality and accuracy.

- Core Competencies -

Patience

Attententivness

Clear Communication

Problem solving

Positive Teamwork and Collaboration

Resourcefulness

RELEVANT SKILLS

Communication

Call screening, appointment scheduling and customer routing

Compose and facilitate written messages to stakeholders and other third parties.

Complete reminder phone calls for customer appointments

Resolve customer complaints and diffuse intense interactions.

Offer the highest quality customer service to all customers to ensure a satisfactory experience and to guarantee repeat business.

Operations

Complete cashier and closing reports.

Perform nightly tasks that include generating daily reports, balancing revenue, authorizing credit cards, and tracking sales data.

Posted room and tax charges to guest accounts.

Whole Foods Market

Seafood Team Trainer (December2023 –Present)

Handles training budget, evaluate progress through activities, and provide feedback to improve performance.

Trains all new seafood department team members

Provide general information regarding seafood shipments and special orders.

Organizes trainings and track reports and maintains accurate trainings using Whole foods Markets learning system.

FIS Global Telecommute

Customer Service Agent Remote (November 2020 –March 2023)

Screen inbound customer calls for Fifth Thirds Bank Access 360 Cardholders

Respond to customer inquiries in all matters related to their Access 360 account.

Provide general information regarding account usage and limitations.

Resolve customer issues using tools and data provided to perform card unlocks, pin resets, and card replacements.

Route customer calls to Internet banking, Fraud Department, Management, and Fifth Thirds bank when necessary

Ben Taub Hospital Houston, TX

EVS /OR Tech (September 2018 – November 2020)

Terminal clean all surgical rooms in assigned area of hospital.

Responsible for maintaining a clean area and sanitizing after each surgery schedule.

Allied Houston, TX

Security (February 2017 – February 2018)

Provide basic security services, investigations, personal protection, traffic control assignments, safety hazards, and emergency response services.

Provides public safety to employees, visitors, building, and parking dock area.

Filtering phone systems courteously and efficiently, while ensuring customer satisfaction on all calls.

Respond to all accidents and guests/ employees during emergency situations. Defuse guest/customers disturbances and escort individuals.

Car Max Houston, TX

Service Operator (October 2015 – January 2018)

Schedule appointments and route customers to management, parts, and sales department

Provide written messages to supervisors and management regarding customer issues.

Audit all sublet invoices to make sure they are processed and resolved.

Provide information and upsell customers on valuable services such as warranties and parts.

Budgetel Hotel Atlanta, GA

General Manager/Property management (September 2013 – October 2015)

Screen customer calls, address guest requests, and handled reservation information.

Manage all aspects of guests visit including reconciling accounts and processing invoices.

Night audit all receipts regarding hotel and restaurant.

Report any prevalent issues to onboarding shift.

Marriot Hotel Atlanta, GA

Food and beverage concierge server /Night audit Operator /Sales (April 2003 – September 2013)

Organize, confirm, and process guest check in and check outs.

Complete cashier and closing reports including counting the bank at the end of each shift.

Prepare coffee breaks, carts and stations with appropriate supplies and seating and serving entrées. Two years travel, tourism and high-end customer service and sales roles experience. Great communicator who can demonstrate active listening skills and adapt conversation to suit the situation for Marriot cardmembers communication style.

Ensure that all guests have been served at all tables in a timely and professional manner.

Answer all phone calls within three rings or less with information regarding directions and amenities.

EDUCATION & CREDENTIALS

University Of Houston, Houston, TX

Bachelor of Business Marketing, Expected Graduation: May 2028

CERTIFICATIONS

CPR certified

HASC certified (certified to work in chemical plant)

TWIC card

DPS/PSB Level 2 Certification

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