Customer Service Call Center

CHRISTINA POGUE

***** *** *** *****, ***** Rouge, LA 7015 · 504-***-****

*****.*************@*****.***

Entrepreneurial Small Business Owner with Residential Cleaning business experience. Knowledgeable

about Customer Service with fantastic budgeting, training and operational management skills.

Committed to running smooth and profitable businesses with focus on customer satisfaction.

Experienced Remote Call Center professional offering polished communication skills. Brings excellent

organizational skills and talent for overcoming customer objections. Self-motivated and true team

player.

EXPERIENCE

2019 – PRESENT

OWNER, CHRISTINA’S SPARKLING TOUCH

• Devised processes to boost long-term business success and increase profit levels.

• Set, enforced and optimized internal policies to maintain responsiveness to demands.

• Provided elite customer service by resolving escalated problems and calmly responding

to shifting priorities.

• Maintained up-to-date administrative records to monitor operational conditions.

• Frequently studied market to keep abreast of new industry trends.

• Used business software packages to maintain files and administrative records.

• Promoted business via social media to generate leads and maximize brand identity.

2021

REMOTE CUSTOMER SERVICE SPECIALIST, RANDSTAD USA

• Evaluated customer issues and caller trends to determine areas in need of

improvement and implement proactive corrections.

• Provided primary customer support to internal and external customers.

• Described product highlights and benefits to help guide purchasing decisions.

• Maintained customer satisfaction with forward-thinking strategies focused on

addressing customer needs and resolving concerns.

• Maintained accurate and current customer account data with manual forms processing

and digital information updates.

• Answered customer telephone calls promptly to avoid on-hold wait times.

• Cultivated customer loyalty, promoted repeat business and improved sales.

• Answered constant flow of customer calls with minimal wait times.

• Liaised with customers, management and sales team to better understand customer

needs and recommend appropriate solutions.

• Leveraged sales expertise to promote products and capitalized on upsell opportunities.

2014 – 2019

GUEST SERVICES MANAGER, LAQUINTA INN BY WYNDHAM

• Responsible for accounts receivable, cash balancing, and generating accounting reports

• Improved customer service scores to 98% 2017 to 2019.

• Assisted with check-ins and check-outs during high traffic seasons to deliver excellent

customer service.

• Handled front desk and guest services budget and outlined adherence plans for specific

positions.

• Maintained high employee satisfaction and performance with hands-on and

collaborative style.

• Managed 5 staff to deliver timely and courteous guest service in front desk,

housekeeping and maintenance operations.

• Monitored staff training, scheduling and shift changes.

2009 – 2014

GUEST SERVICES REPRESENTATIVE, MOTEL SIX

• Greeted visitors and customers upon arrival, offered assistance and answered

questions to build rapport and retention.

• Answered multi-line phone system to respond to inquiries and transfer calls to correct

departments and personnel.

• Performed basic daily bookkeeping tasks.

• Used internal software to process reservations, check-ins and check-outs.

• Updated customer accounts with add-on room charges, minibar use and room service

bills.

• Greeted guests at front desk and engaged in pleasant conversations while managing

check-in process.

• Answered guest questions and referred to local points of interest.

• Took reservations over phone, in person and via computer for guests and provided

confirmation information.

EDUCATION

2013-2015

ASSOCIATE OF ARTS: GENERAL EDUCATION, DELGADO COMMUNITY COLLEGE

2

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