Service Representative Support
Resume:
Shawn Fleming
Customer Service Representative
Cope, SC
*********@*****.***
Courteous Customer Service Representative that is constantly developing innovative ways to exceed customer expectations. Establishes success by listening to customer needs, following company policies, and working to find a resolution that benefits the company and the customer. Uses every customer interaction as an opportunity to improve professionally. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Reservation Agent
Hyatt - Omaha, NE
November 2017 to Present
Answer inbound calls from guest who are making new reservations. Cancel existing reservations. Sign guest up for loyalty program. Answer questions such as transportation to and from hotel,local restaurants, pet policy. Confirm existing reservations and book multiple rooms at a time Technical Support Representative
WOW! Cable - Augusta, GA
March 2014 to October 2017
Handle inbound calls from wow customer's who are having issues with wow cable, modem, phone equipment.Properly troubleshoot and resolve the issue in a timely manner. Also, handle sales for new customer's and existing customer's upgrades. Configured new employee work stations, including all hardware, software and peripheral devices.
Documented repair processes and helped streamline procedures for future technical support actions.
Troubleshot daily IT desktop client issues, supporting multiple departments and various offices. Assisted online users via live chat, web conference and phone to resolve issues related to
[Software] and [Software] use and access.
Technical Support Representative
SITEL Worldwide Corporation - Augusta, GA
August 2011 to May 2013
Answered incoming calls from customers who were experiencing technical difficulties with cable equipment.
Preformed basic troubleshooting techniques to resolve the issue. Sent signals to the equipment.
Schedule technicians to resolve any issues that couldn't be resolved over the phone. Work from Home Customer Service Representative
BroadPath Healthcare Solutions WFH - Lakewood, CO
March 2008 to December 2009
Took Inbound calls from customers who needed help with insurance enrollment. Took customer payments on services rendered.
Helped customer find health professionals in their area. Reservation Sales Agenti
INTERCONTINENTAL HOTELS GROUP - Charleston, SC
April 2004 to January 2008
Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
Assembled and issued required documentation, such as tickets, travel insurance policies and itineraries. Acquired detailed knowledge of services, promotions and events to offer added value to travelers. Provided clients with assistance in preparing required travel documents and forms. Contacted customers to advise on travel conveyance changes and to confirm reservations. Referred guests to local restaurants and recommended attractions in area. Implemented high-impact sales and marketing initiatives, resulting in increased occupancy and profitability.
Education
High School Diploma
Ehrhardt High School - Bamberg, SC
Skills
• Modem
• Help desk
• Helpdesk
• Helpdesk support
• Customer service
• Service desk
• Cashier
• Etiquette
• Phone etiquette
• Tech Support
• Call Center
• Troubleshooting
• Iphone
• Apple
• Live Chat
• Operating Systems
• Warehouse experience
• Forklift
• Management
• Administrative experience
• Desktop Support
• Remote access software
• VPN
Additional Information
SKILLS
SALES, Help Desk, Tech Support, Desktop Desktop Support Support, Service Desk, Helpdesk Support Troubleshoot Cable Upgrades
Call center Phone etiquette
Cashier Travel reservations
Customer service Customer reservations
Help Desk Upselling proficiency
Modem Teamwork
Phone Oral and written communication
Equipment Customer service surveys
SALES
Tech Support
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