Support Representative Customer Service
Resume:
JENNIFER WILSON
*** ***** ******, ***** ****, NC 27030
*******************@*****.***
Objective
Detail oriented and driven Customer Service Representative with expertise in problem solving and managing daily office functions. Strong telephone skills, and face to face communication skills. Always going above and beyond what is expected of me, as well as team building to make individuals “a whole” and rise up to be the best possible.
Skills
-Critical thinker -Team building -Works well with others -Attentive to detail -Professional -Very organized
-Fast learner and always eager to learn new things -Great communication skills -Good at multitasking
Work Experience
Director of Sales — Holiday Inn Express and Suites - Mount Airy, nc 01/2020-Current
* Maintain and promote a team work environment with effective and clear communication amongst co-workers.
* Ensure best client service is being made available through communication amongst the team, cross training within the department and appropriate office coverage.
* Set example through professional, friendly attitude towards clients and co-workers, timely response to clients and co-workers needs.
* Assists and help carry out with the development and implementation of promotions.
* Attending and contributing to sales strategy meetings.
* Review and approve any special corporate negotiated rates by signing contracts and agreements.
* Provides positive and aggressive leadership to ensure maximum revenue potential.
* Leads on-property sales functions to build long-term, value-based customer relationships that enable achievement of hotel sales objectives.
* Participate in sales calls with members of sales team and General Manager to acquire new business and/or close on business.
* Create and send out group/block rate quotes. Follow up and create Group Block reservations once all contracts and agreements are returned.
* Assist the General Manager to ensure the updation of rates, promotions on hotel website, OTA's (Online travel agents), GDS etc.
* Responsible for the training of all staff in all departments.
* Follow and promote hotel standards with guests and co-workers.
* Monitors all day to day office activities and functions.
* Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
* Fully manage and take care of the Accounts Payable to be sure all of our Direct Bill paying guests/companies receive their invoices in the managed and agreed time frame for the hotel to receive full payment.
* Assist General Manager with new hires by collecting all required paperwork to be completed, information entered into the system and have all required training setup for new employees.
* Manage majority of the guest service recovery issues. (e.g. apply discounts, give full refunds, correct billing issues, apply member reward points, etc.)
* Assist with maintaining and purchasing office supplies
Dealer Support Representative – Eagle Carports, Inc. - Mount Airy, nc 09/2019-12/2019
Answer incoming calls from Carport Dealers
Assist with quoting customized carports via phone or email
Fill out and log Work Orders & Repair Orders
Scan in and hand deliver Work Orders, Repair Orders and any changes to current orders in a timely manner to the correct departments
Be sure that all dealers I am in contact with have the current / accurate information for success in their business
Correspond with scheduling department when dealers / customers inquire on installation or repairs
Handle as many customer service issues as possible, otherwise I will transfer them over to the correct department / manager
I always follow up with any issues that I have dealt with myself to be sure the dealer / customer is 100% satisfied
Correspond with our permitting / plans personnel when plans, blueprints or permits are needed
Community Manager – Globe Tobacco Lofts - Mount Airy, nc 07/2019-08/2019
Accept and input potential tenant applications into the system
Keep track and follow up with potential tenants on a waiting list
Take monthly rent payments and enter into the system and take daily deposits to the bank
Enter purchase orders and invoices into the system
Fax / email daily reports such as deposits to corporate office
Show vacant units and ensure potential tenants are informed on all of the amenities of the facility
Work up and follow thru the leasing process as well as the recertification process
Keep office supplies stocked, including purchasing the items via FSIonline, etc
Office Manager/ Sales & Marketing (Construction) – Extreme Roofing & Storm Restoration – Mount Airy, nc 02/2019-07/2019
Answer all incoming calls and schedule times for inspections/quotes for roofing, siding, windows and guttering
Put scheduled appointments into Outlook Calendar to alert inspector of new or revised appointments, as well as keep track of it on a dry erase board in the office
Create invoices, estimates/quotes and contracts manually by using Microsoft Word and Excel (No system)
Email estimates/quotes, invoices and contracts
Email Insurance Adjusters for the release of Depreciation Checks
Take customers payment checks to the bank for deposit
Manually keep track of invoice numbers
Create folders for new customers
Keep company Facebook current by posting photos, posts and responding to customers / potential customers messages and comments
Pay office bills via online, mailing a check or calling in (water, electric, advertisement, cable/internet)
Keep office supplies stocked, including purchasing the items via Staples and other office supply stores
Keep the office clean and organized, including the restrooms
Administrative Assistant/customer service (equipment) – international drilling equipment – rural hall, nc 10/2018-02/2019
Answer all incoming calls and transfer accordingly, or take messages and email over all needed information for easy tracking of incoming calls
Create Purchase Orders based from vendors quotes
Create Worksheets to go along with the Purchase Orders for selling purposes
Look up reference/invoice info for UniShippers to be sure all shipping is accounted for on the correct Work Order or assigned to the correct Sales Quote/Purchase Order
Log daily time sheets into our system we use (SAP Business)
Look over and verify all clock ins and outs via ADP system are correct
Scan in files and save to correct location on our server and then file paper files that are to be kept for a certain period of time before disregarding
Make reservations for hotels, flights and car rentals, and make any adjustments needed with travel
Administrative Assistant/customer service (construction) - Magnolia Construction LLC – winston-salem, nc 2/2016-10/2018
Answer incoming calls if not directed to a particular extension & transfer to appropriate personnel
Check, sort and distribute all mail
Sign for and distribute very small amounts of incoming UPS and FedEx packages
Create UPS Labels for infrequent outgoing shipments
Create labels, Tabs, Binder Covers, Printing, Filing and Scanning
Order, receive and maintain kitchen & office supplies
Assist with biweekly breakfast and lunch orders for staff meetings if needed
Enter Purchase Orders and Subcontracts into CAK System
Mark up invoices to be approved by each Project Manager
Print, Scan and Copy blueprints using a KIP7170 machine
Setup other employees' cell phones and tablets
Upload plans to Plan grid for easy access to Project Managers & Superintendents while out in the field
Prepare monthly Statement of Accounts and mail out
Schedule online/over the phone Construction Inspections
Collect Subcontractor’s information to put into our system database to access their information when needed for future projects
Prepare and log in/out change orders (Subcontractor Change Orders as well as Owner Change Orders)
Submittals (receive and send to Architecture for Approval)
Put together Closeout Manuals of completed projects and submit to owner
Maintain records that are sensitive in nature with highest regard to confidentiality
Welcome On-Site visitors, determine the nature of business and announce visitor to appropriate personnel
Create word documents, excel sheets, memos, reports and other documents when necessary
Customer Relations representative/customer service (call center) - flow automotive companies – winston-Salem, nc 12/2015-2/2016
Perform outbound calls to follow up with previous service appointments
Log all communication into multiple programs
Perform campaign calls
Take inbound calls for select Flow dealerships to schedule appointments
Log all calls in a tracking system
Email to customers for service follow up, as well as email service departments to communicate issues with staff to be able to handle any issues in a timely manner
Call dealerships parts and/or service department for pricing, timing of jobs being performed, and any other service questions or issues
“I am the voice of our customers, and my job is to be sure that their voice is heard"
front desk associate/customer service (hospitality) - Holiday Inn Express and Suites – mount airy, nc 10/2014-12/2015
Composed and drafted all outgoing correspondence and reports for managers
Oversaw inventory for front office
Created company's first employee manual including training and development
Processed accounts receivable
Perform the duties of being IHG Rewards Champion
Train new employees for job performance as well as company policies and procedures
Made over the phone and face to face reservations
Checked in and checked out guest
Made any billing corrections when needed
Took care of collecting all needed information to prepare tour groups
Prepared daily arrivals to have ready for quick check in
Customer service (Insurance) - state farm (ashley collins office) – greensboro, NC 06/2014-10/2014
Answered incoming calls and transferred accordingly
Went through daily alerts and distributed to appropriate co workers
Took payments that was mailed in, over the phone, and in person
Made “Voice shot” calls as well as personal phone calls for late payments, as well as birthday calls
Sent out paper invoices for late payments
Set up sit down appointments for the agent and other co workers
Completed and took deposits to the bank
front desk associate/customer service (hospitality) - Holiday inn express and suites – mount airy, nc 12/2009-06/2014
Composed and drafted all outgoing correspondence and reports for managers
Oversaw inventory for front office
Created company's first employee manual including training and development
Processed accounts receivable
Perform the duties of being IHG Rewards Champion
Train new employees for job performance as well as company policies and procedures
Made over the phone and face to face reservations
Checked in and checked out guest
Made any billing corrections when needed
Took care of collecting all needed information to prepare tour groups
Prepared daily arrivals to have ready for quick check in
Cashier/customer service (restaurant) - biscuitville – mount airy, nc 09/2008-12/2009
Greet all customers with a warm welcome smile, and a friendly hello
Mainly worked front line and drive thru
Trained new employees on the register and other restaurant functions
Helped unload inventory deliveries
Basic cleaning of lobby, restrooms and work stations
Helped in any department that was in any need of help
Closed and balanced out my shift/cash drawer
scanner (warehouse) - Carolina supply chain services – rural hall, nc 01/2008-09/2008
Loaded conveyor belt with boxes from pallet of materials to be scanned into the system
Scanned all merchandise and placed in correct labeled boxes on the shelf until they were full
Once boxes were full, send down to have packaged and shipped off
Create new labels for boxes
Attended weekly staff meetings for safety
cashier/Customer Service (retail) – CVS Pharmacy – King, nc 08/2007-12/2007
Greet all customers with a warm welcome smile, and a friendly hello
Mainly worked front registers and photo lab
Helped put up stock when deliveries came in
Made sure that around the registers and the front isles were neat, clean and did facing after each shift and in between
Helped change end caps and place out sales papers weekly
Helped in any department that was in any need of help (pharmacy, photo lab, etc.)
Closed and balanced out my shift/cash drawer
cashier/customer service (retail) – Eckerd/rite-aid – Rural Hall, nc 02/2007-08/2007
Greet all customers with a warm welcome smile, and a friendly hello
Ran cash registers
Helped put up stock when deliveries came in
Made sure that around the registers and the front isles were neat, clean and did facing after each shift and in between
Helped change end caps and place out sales papers weekly
Helped in any department that was in any need of help (pharmacy, photo lab, etc.)
Closed and balanced out my shift/cash drawer
Cashier/Customer service (Restaurant) - biscuitville – mount airy, nc 2006-02/2007
Greet all customers with a warm welcome smile, and a friendly hello
Mainly worked front line and drive thru
Trained new employees on the register and other restaurant functions
Helped unload inventory deliveries
Basic cleaning of lobby, restrooms and work stations
Helped in any department that was in any need of help
Closed and balanced out my shift/cash drawer
Cashier/customer service (Grocery) –D&J Galaxy –mount airy, nc 08/2005-10/2005
Greet all customers with a warm welcome smile, and a friendly hello
Ran cash register
Made sure that around the registers and the front isles were neat, clean and did facing after each shift and in between
Basic cleaning of register belts and work station
Closed and balanced out my shift/cash drawer
Education
High School Diploma (GED) - Surry Community College-Dobson, NC 27017 - Basic Skills
References
Friend Business Family
Amy Hawks336-755-6014 Shirley Brinkley336-374-8573 Teresa Alley336-823-0519
Amber King 336-***-**** Kimberly Utt336-401-2775 Cherry Madren 336-***-****
Sharon Anthony336-710-2467 Michelle Gazo336-671-5755 Chrystal Peele336-756-1101
Tracy Perry864-517-6755 Amy Reynolds336-399-5546 Alisha Wilson336-458-7731
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