Customer Service Administrative Assistant

ROSE ROUSSEAU

Kissimmee, Florida *****

************@*****.*** / 407-***-****

SUMMARY

Friendly Guest Service Manager brings extensive hospitality and customer service expertise. Greets guests and dedicates full attention to meeting needs and promoting site amenities. Resolves and improves sources of dissatisfaction to retain happy and loyal customers. Energetic hospitality professional with strong communication and conflict-resolution skills. Promotes high-quality service delivery through consistent guest engagement and attention to detail. Seeks out opportunities to enhance business profile and build long-term customer loyalty. Decisive manager equipped to handle range of daily operations needs and emergency situations at properties. Ready for any challenge facing business or customers. Adapts quickly to changing needs and expertly resolves conflicts. SKILLS

Community relations

Social media networking

Sales

Training and mentoring

Special event coordination

Promotions

EXPERIENCE

Guest Service Manager / Spirit Airlines - ORLANDO, Florida 11/2003 - Current Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.

Maintained knowledge of company products and services to promptly resolve complaints and concerns. Assisted staff with resolving complex customer issues and implementing targeted solutions. Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction. Upheld strict quality control policies and procedures during customer interactions. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Set clear expectations and helped employees pursue optimal paths for achieving each target. Interviewed, hired and trained new quality-focused customer service representatives. Delivered continuous training to associates to maximize performance and customer relations skills. Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.

Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.

Evaluated employee job performance and motivated staff to improve productivity. Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.

Assessed departmental operations to determine areas for customer service improvement and support. Enhanced customer service procedures and policies to improve support structures company-wide and boost customer satisfaction.

Recommended improvements to products and services to mitigate complaints. RR

Generated reports on KPIs to track and improve key metrics. Supported operational improvements and resolution of problems to deliver top-notch customer service. Decreased process lags by training customer service representatives and planning advanced staff development. Led team engaged in delivering assistance to customer service department on daily basis. Administrative Assistant / Broadway Physical Therapy - Revere, MA 01/1999 - 01/2002 Coordinated correspondence between attorneys and clients for active cases and other matters. Managed high volume of phone calls and coordinated well-organized appointment schedules. Inventoried and managed office supplies to keep team efficient and on-task. Mailed and arranged for delivery of legal correspondence to clients, witnesses and court officials. Managed office scheduling and kept accurate notes on deadlines, motions and other dates. Handled telephone calls, meeting plans and conference organization requirements. Maintained knowledge on case status by reviewing relevant records and reporting back to clients. Corresponded daily with clients, insurance adjusters, doctors and attorneys. Participated in client interviews, observed questioning process and documented information. Organized and maintained filing and document management systems by coordinating, archiving and purging files. Developed administrative processes to achieve organizational objectives and improve office efficiency. Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence. Updated details in company database by keying in customer contacts and delivery dates. Maintained inventory in supply closet to prevent shortages. Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports.

Directed customer communication to appropriate department personnel. Tracked and submitted employee timesheets to accounting department for payroll processing. Reviewed and suggested improvements for interoffice correspondence, reports and presentations. Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs. Assistant Store Manager / McDonald's Restaurant - Pompano Beach, FL 01/1988 - 01/2001 Assisted in continuous development of effective store associates to achieve desired sales and results. Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.

Coached and developed store associates through formal and informal interactions. Oversaw aspects of maintenance, inventory and daily activity management. Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels. Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.

Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.

Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.

Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

Handled scheduling for store shifts across 7-day work weeks to achieve adequate staffing. Reviewed monthly sales and performance reports to support operational planning and strategic decision-making. Supervised cashiers in processing credit, debit, and cash payments to streamline sales. Conducted analysis to address productivity and improve employee morale. Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications. Built proactive and productive relationships with business agents to maintain operational efficiency. Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.

Assisted customers, answered questions and resolved problems for stellar customer service. Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.

Oversaw daily operations by delegating tasks, managing shift changes and conducting keyholder duties to open and close business.

Oversaw inventory receiving, stocking, pricing and returns by coordinating with vendors and directing employees. Recruited, interviewed and hired qualified employees to provide top-quality service. Scheduled staff to assign employee shifts according to departmental and business needs. Boosted sales through attractive merchandise presentation, competitive pricing and adequate inventory. Analyzed inventory trends to guide product ordering and develop sales promotions to minimize overstock. EDUCATION AND TRAINING

Everest University - Orlando - Orlando, FL 10/2009 MBA: Business Management/HR

Florida Metropolitan University - Orlando, FL 07/2007 Bachelor of Science: Business Administration And Management Florida Metropolitan University - Orlando, FL 04/2005 Associate of Science: Business Administration

ACCOMPLISHMENTS

Consistently maintained high customer satisfaction ratings. Improved delivery of training by working closely with all Team members, realizing overall increase in customer satisfaction and cost efficiency.

Led team to achieve station and company goals, earning recognition from upper management and financial reward.

Constantly working on new ways, ideas in ongoing effort to boost revenue while reducing costs. Promoted from a regular agent to Supervisor, in less than 12-months Negotiated with vendors, maintain very good relationship with all Tenants, Airport executives, Security department, TSA, Leos etc.

ADDITIONAL INFORMATION

HIGHLIGHT OF SKILLS:

Bilingual (English/Creole)

Microsoft Access

Microsoft word

Sabre

Data processing

Office Procedures

Type 40-80 WPM

Internet/E-mail

Desktop Publishing

Legal Terminology

Microsoft Powerpoint

Essentials of Accounting

Excel

Billing

Auditing

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