Tesa Scott-Henry

Charlotte, NC ***** • 951-***-**** • adu7im@r.postjobfree.com

Professional Summary

Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Skills

Auditing

Problem-solving abilities

Customer relations

Clerical support

Call center experience

Finance and Accounting

Verbal and Written Communication

Detailed Evaluations

Customer Support

High-Volume Environments

Good Listening Skills

Call Controlling

Work History

Banker/Digital Support, 06/2022 to Current

US Bank – Charlotte, NC

Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.

Promoted financial products by maintaining excellent service offering knowledge. Worked closely with management to strategize sales techniques to increase branch production and customer service.

Balanced cash drawers and vault accounts on daily basis with zero discrepancies. Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.

Processed customer requests for statements, ordering additional checks and updating customer personal information in database.

Customer Service Representative, 06/2019 to 05/2022 Bank of America – Brea, CA

Assisted approximately 75+ customers each day with questions about their account. Evaluated customer account information to assess current issues and determine potential solutions.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Front Desk Agent and Night Auditor, 06/2016 to 05/2019 Westin Hotel – Long Beach, CA

Computed guest billings and posted charges to room accounts. Posted charges, updated accounts and issued bills to departing guests. Completed end-of-day reporting and balanced registers to maintain financial accuracy. Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns. Took reservations over phone, in person and via computer for guests and provided confirmation information.

Answered customer telephone calls promptly and appropriately handled needs. Hotel Operator, 02/2013 to 02/2015

Augusta Marriott at the Convention Center – Augusta, GA Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls.

Log all guest requests or issues into computer, contact appropriate individual or department

(e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction.

Provide information to guests about room features, property amenities, and local areas of interest.

Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.

Night Auditor, 06/2000 to 06/2012

Irvine Marriott Hotel – Irvine, CA

Record, store, access, and/or analyze computerized financial information. Control and secure cash and cash equivalents for property according to cash handling policy and procedures.

Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures.

Audit and reconcile all revenue postings.

Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.

Kept accounts in balance and ran daily reports to verify totals. Education

Business Administration, 2012

Saddleback College - Mission Viejo, CA

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