Friendly and reliable front desk manager

TANYA MILLS

************@*****.*** 606-***-**** Hazard, KY 41701

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Skills

System Documentation

Call Center Operations

Quality Assurance Optimization

Customer Service

Upbeat and Positive Personality

Creative Problem Solving

Customer Data Confidentiality

Multitasking and Prioritization

De-escalation Techniques

Courteous with Strong Service Mindset

Issue and Complaint Resolution

Upselling Products and Services

Understanding Customer Needs

Building Customer Trust and Loyalty

Responding to Difficult Customers

Needs Assessment

Verbal and Written Communication

Order and Refund Processing

Call Documentation

Efficient and Detail-Oriented

Professional Telephone Voice

Experience

Uhaul Moving And Storage Hazard, KY

Call Center Agent

06/2020 - 09/2022

Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.

Coordinated with various company teams to offer and implement successful solutions to customer problems.

Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Answered, screened and processed high volume of calls daily with call management system and web-based communications.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Hilltop Lodging Hazard, KY

Hotel Front Desk Receptionist

10/2021 - 05/2022

Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.

Cultivated professional relationships with guests, improving customer retention through coordinated service.

Facilitated successful front desk operations for high-volume hotel.

Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.

Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.

Americas Best Value Inn & Suites Hazard, KY

Hotel Housekeeper

09/2020 - 10/2021

Wrote shift reports detailing housekeeping activities, room vacancies and timekeeping data.

Vacuumed floors and dusted furniture to maintain organized, professional appearance.

Interacted pleasantly with clients and guests when performing daily duties.

Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.

Removed finger marks and smudges from doors, frames and glass partitions to enhance shine.

Performed linen washing, dishwashing, vacuuming, dusting and mopping.

Education and Training

Hazard Community And Technical College Hazard, KY

Associate of Science in Behavioral Sciences

12/2003

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