Center Representative Reservation Specialist

KELSHA KELSCH

**** *. **** *., **** Valley, UT, *4128 • 801-***-**** • *********@*****.***

Innovative Call Center Representative with 10 years of experience providing excellent customer service and developing relationships. Dedicated and detail-oriented with multitasking, follow-through, and problem-solving experience. Customer service optimization

Documentation and reporting

Communication skills

Customer support

Data entry

Problem-solving skills

Call center operations

Typing 60-65 WPM

Quality assurance

Customer support

High School Diploma - 2011

Utah Virtual Academy - Murray, UT

Call Center Representative - December, 2021 to Present Optum Bank - Draper, UT

Maintained high levels of customer satisfaction.

Used multiple systems to effectively manage assigned cases, collecting and documenting details as needed. Used resourcefulness, skill, and advanced use of internal knowledge bases to respond to customer requests for products, services, and information. Communicated with customers to assess and address individual needs, as well as provide timely and high-quality support through. Provided accurate responses to questions and inquiries by maintaining advanced product knowledge. Educated customers how to use company systems, complete forms and obtain desired services. Received numerous positive reviews praising my commitment to providing excellent customer service. Spoke with customers about their [Product or Service] concerns and desires, quickly grasping issues and applying personal expertise and company procedures to resolve issues and increase sales.

Warehouse Associate - May, 2021 to December, 2021

Balkamp - West Jordan, UT

Counted and stocked merchandise according to the inventory control log's instructions. Staged products between receiving, storage, and shipping areas to accurately transfer items. Inspected packages and merchandise for damage and alerted vendors to request replacements as soon as possible. Put orders together and packed items for shipment, as well as communicating orders to shipping personnel. Rotated goods in inventory using the “first in, first out” method to keep shelves organized and well-stocked. Inspected them for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free. Kept the warehouse clean and organized to maximize team efficiency and productivity. Scanned container labels to verify contents and determine target destination using RF scanners. Carefully organized boxes and balanced weight on product pallets for optimal storage and shipment. Inspected all incoming and outgoing shipments, rejected any damaged items, and recorded any discrepancies properly. Professional Summary

Skills

Education

Work History

Machine Operator - April, 2019 to April, 2021

OSI Industries LLC - West Jordan, UT

Maximized machine uptime with well-coordinated preventative maintenance and repair actions. Prevented malfunctions with quick machine adjustments based on sounds and vibrations. Met quality assurance standards with regular inspections and returned low-quality work for recycling and disposal. Avoided errors by maintaining a clean work area and carefully following instructions. Backed up team members during breaks with advanced knowledge of each machine and station. Produced high-quality work for each job by adapting quickly to changing work orders and production requirements. Avoided safety risks by following proper procedures and wearing correct gear for each task. Continuously cleaned and organized work areas to remove safety hazards and maintain a minimum level of production errors. Prepared for production runs by breaking down, assembling and calibrating equipment. Read and understood the production orders to complete accurate work and minimized wasted resources. Set up, calibrated and continuously adjusted production equipment to achieve the desired production speed and material flow. Quality controlled the finished products with regular inspections and non-destructive tests. Reservation Specialist - December, 2013 to January, 2015 C3 Customer Contact - Salt Lake City, UT

Conversed with customers to evaluate travel needs and preferences. Boosted sales by promoting destinations, packages and travel services. Responded to guest inquires about hotel services, checkout times, the local community and other matters of public interest. Interfaced routinely with members of housekeeping and maintenance staff. Maintained a professional appearance and attitude as the first line of positive customer service. Resolved guest concerns or complaints in a timely, courteous and professional manner. Initiated and organized reservations billing while appropriately handling cancellations. Provided all requested information including space availability, pricing, discounts, and general information to callers while attempting to close all calls by utilizing techniques provided.

Processed credit card payments.

Team leader.

Entered reservations into the property management system both completely and accurately. Utilized proper selling techniques and strategies to maximize budgeted rooms. Produced and sent letters of confirmation and other well-written correspondence. Obtained and transmitted accurate information for each reservation. Gave Detailed information as needed to callers regarding rates, packages and all aspects of the resort. Call Center Representative - October, 2012 to November, 2013 Convergys Recruiting - Taylorsville, UT

Delivered prepared sales talks, reading from scripts that describe products or services. Met and consistently exceeded revenue quotas by promoting products and services during routine calls. Kept accurate and current customer account data with manual form processing and digital information updates. Collaborated with coworkers and managers to resolve difficult and high-level customer issues. Used resourcefulness, skill, and advanced use of internal knowledge bases to respond to customer requests for products, services, and information. Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me. Communicated with customers to assess and address individual needs, as well as provide timely and high-quality support. Scheduled appointments for sales representatives to meet with prospective customers. Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.

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