Customer Service Rep, Technical Support Rep, Management
Resume:
Jessica Suttles
Experienced Customer Service and Technical Support Specialist
Sevierville, TN 37876
********************@***********.***
Self-Motivated personable and Result-Driven individual interested in the Virtual Call Center Representative career at TSD Global: coming with strong phone handling and computer skills and 15+ years customer service experience in addition to 5+ years proven technical support experience. Authorized to work in the US for any employer
Work Experience
Director of Housekeeping
Cleaning Queen's - Sevierville, TN
March 2015 to April 2021
• Ensured customer satisfaction
• Ensured all rooms, buildings and all premises are clean and organized
• Maintained and ordered supplies
• Investigated and addressed complaints regarding poor housekeeping services.
• Supervised and oversaw the work of housekeeping staff
• Trained new employees, Scheduled staff shifts, and organized replacements as required.
• Developed and implemented strategies to improve the functioning of housekeeping department
• Enforced Staff Compliance with established safety and sanitation policies.
• Assigned housekeeping tasks to staff and inspected work to ensure that the prescribed standards of cleanliness were met.
Technical Support
Volt - United States
January 2017 to May 2017
• High Quality customer interactions and experiences
• Applied defined practices, procedures and policies to troubleshoot, resolve issues and address routine Tax support customer questions
• Proficient with technology and solid knowledge of computer operations and software.
• Utilized and leveraged government websites and toolkits to seek out and deliver the right answer to the customer
• Documented customer interactions
• Represented the Intuit TurboTax brand and spirit by demonstrating empathy for the customer, empowering and partnering with the experience, and providing them with the confidence that they can do their own taxes.
Credit and Collections Representative
GC Services - Knoxville, TN
January 2008 to December 2009
• Identifying accounts with overdue payments and keeping records of the amounts owed and the length of the delinquency
• Locating debtors and contacting them via phone, email, and mail to address their overdue payments and determine the reason for the outstanding debt
• Communicating with the sales department to maintain accurate and updated information on client accounts and payments
• Contacting customers to inform on delinquency, encourage on-time payments and set up payment plans that can facilitate good credit
• Processing customer payments, account adjustments and customer refunds where appropriate
• Reviewing records for accuracy and handling disputes to make sure that account information is entered and maintained appropriately
Front Office Manager
Family Inns of America - Pigeon Forge, TN
February 1999 to December 2005
• Checking guests in and out.
• Receiving and managing reservations made online and telephonically.
• Verifying guests' payment methods during check-in.
• Assigning rooms to guests and informing them of any specials offered by the hotel.
• Organizing transport services for guests at their request.
• Providing guests with information about the hotel.
• Keeping abreast of attractions that may be of interest to guests.
• Serving as a host at conferences, ensuring that all relevant preparations are made for the events.
• Managing and training the concierge, night auditor and team of receptionist
• Ensuring the front desk provides a professional and friendly service for customers
• Dealing with customers, including handling complaints when they come to the desk
• Troubleshooting emergencies
• Scheduling Staff shifts, etc.
• Liaising with other departments
• Handled telephone sales.
• Communication, both written and verbal
• Time Management and Decision Making were abilities proven daily
• Showed Leadership, Motivated the team and Managed employees.
• Verified accuracy of the cash drawers at the beginning of shift and supervise the close-out of shift work and cash at the end of the shift.
• Communicated all important information to the following shift to ensure a smooth transition Education
Associate's in Business Administration
Strayer University-Global Region - Knoxville, TN
January 2008 to September 2009
GED in GED
Roane State Community College - Knoxville, TN
May 1997 to June 1997
Skills
• Cash Handling
• Cleaning Experience
• Commercial Cleaning
• Laundry
• Payroll
• Residential Cleaning
• Microsoft Office
• Customer service
• Communication skills
• Technical support
• Problem management
• Microsoft Windows
• Operating Systems
• Computer literacy
• Hotel experience
• Help Desk
• Computer Networking
• Typing
• Microsoft Windows Server
• Network Support
• Desktop Support
• Software Troubleshooting
• Remote Access Software
• Troubleshooting
• Disaster Recovery
• E-commerce
• Google Docs
• LAN
• Citrix
• Data entry
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