Call Center Customer Service

Connie R. Jackson

*** *********** ** ****** *****, SC 29527 843-***-**** ***************@*****.***

Education LaGrange College August 2003 – May 2005 LaGrange, Georgia

High School Diploma August 1999 –June 2003 Georgetown High Georgetown, South Carolina

Work Experience

Capital Vacations Myrtle Beach, South Carolina

Owner Services Supervisor-Call Center January 2022-September 2022

Monitor, coach and provide specific feedback to meet performance requirements, including quality, productivity, attendance, and accuracy of performance.

Ability to coach and develop direct reports to meet and exceed call center goals and increase ancillary revenue sales.

Prepares and delivers formal performance reviews and performance improvement plans for all team members

Coach team to achieve and upsell objectives identify motivational initiatives and incentives

Owner Services Back Office/Customer Relations February 2020- 2022

Acts as a liaison between owners and management to enhance the overall owner’s experience

Assists club owners by booking reservations, taking maintenance fee payments, and having the ability to answer all questions or concerns about their purchase.

Turn every call into a potential reservation and offer trip insurance to build revenue for the company

Analyzes complaints from customers and provides adequate resolutions

Back Office Specialist/Office of the President

Provide service to new owners by issuing their login access to the owner’s portal and a warm welcome to the club

Research and resolve sales issues at the point of escalation

Participates in company meetings to help decide which contracts are cancelled or denied

Seacoast Youth Academy Myrtle Beach South Carolina Youth Counselor/Floor Leader March 2017-June 2019

Helped re-habilitate children with behavioral and emotional issues ages 9 to 18

Physically restrained individuals from harming themselves, adults, or other children

Directed staff members to appropriate areas on the floor where individuals were misbehaving, or additional assistance was needed to control the environment

Mentored individuals one on one to help them focus on self-reflection and mindfulness

Patricia Grand Resort Hotel Myrtle Beach, South Carolina

Guest Services Associate/Supervisor April 2014 – February 2020

Complete guest registration process, issue unit keys, and provide resort information and area attractions details

Accurately process all cash and credit card transactions in accordance with established procedures

Reserve and confirm guest reservations for individuals and/or groups that are requested either by phone or from within the company

Resolve guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiries or concerns to management that may require additional monitoring or follow-up

21 Main Prime Steak House North Myrtle Beach, South Carolina

Server Assistant July 2014 – October 2016

Welcomed each guest in a hospitable, courteous, and friendly manner

Delivered bread, food, and beverages as needed to assist servers and bartenders

Observed tables and kept track of clean, dirty, and unoccupied tables

Maintained a gracious, pleasant, and friendly attitude, while contributing to a teamwork-based environment

Spinnaker Resorts Myrtle Beach, South Carolina

Telemarketer February 2012 – March 2014

Developed referrals and leads through customer contact and cold calling

Explained the features, advantages and benefits of properties and advocated appropriate number of points to accommodate both owners and prospective owners

Answered telephones to provide information about the company's services and available timeshare options

Contributed to team effort by accomplishing related tasks as needed

Applebee’s Myrtle Beach, South Carolina

Server March 2010 – January 2012

Presented menus to customers and answered questions about menu items, making recommendations upon request

Check customers' identification to ensure that they meet minimum age requirements for consumption of alcoholic beverages

Rolled silverware, set up food stations and set up dining areas to prepare for the next shift or for large parties

Served customers' food and beverage orders in a prompt and courteous manner

Georgetown Marine Institute Georgetown, South Carolina

Night Counselor March 2005 – November 2008

Oversaw care of the youth at night, assisted with problem solving, general organization and tidiness of the residential unit

Assisted with ensuring that the unit is on time for all elements and completed daily assignments as specified by management

Provides encouragement, guidance, and resources to the students

Provided supervision and mentorship for students, including role modeling appropriate behavior, redirection, and crisis management Additional Skills

Clear communication skills aimed at understanding customers' needs and providing corresponding services

Detail-oriented and efficient in providing customer service

Flexibility to work in an ever-changing environment

Track record of providing customer care goals in compliance with company rules and regulations

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