Service Representative Call Center

Konstantyn Fedson Jr.

South Richmond Hill, NY 929-***-**** *********@*****.***

WORK EXPERIENCE:

Clinton Housing Development Company, New York, NY December 2018 - Present

Front Desk Personnel

●Manage all aspects of the calendar, including setting appointments and organizing meetings

●Screen calls, maintain phone log (field and direct all phone calls for prompt response)

●Act as liaison between building manager and residents

●Review and prioritize all incoming correspondence. Direct to appropriate staff member for response and follow up

●Respond to correspondence as needed

●Assist building manager on special projects, as assigned

●Identify training opportunities for existing employees and assist building manager with implementation

●Process building maintenance and repair projects and requests for assigned building

●Monitor complaint log daily, process all requests, and concerns as necessary

●Contact Director of Maintenance or Director of Housing Management before contracting vendors to complete maintenance and renovation projects for assigned building

●Attend tenant meetings to address building management issues

American Stock Transfer & Trust, NewYork, NY June 2020 - November 2022 Customer Service Representative / Team Lead

●Worked on an automated dialer system handling large call volumes daily

●Manually researched contact information for shareholders

●Solicited shareholders’ votes and accurately recorded voting instructions

●Responded to shareholder inquiries using fact sheets (prospectuses) and materials provided

●Maintained updated call center database by inputting information

●Produced results and maintained required performance metrics

●Monitored calls in a QA role to ensure established quality standards were met, often

●proposing measures to correct or improve proficiency

●Gathered rep statistics on a daily basis to ensure production quotas were met

Restaurant Meli-Melo, Santo Domingo, DR December 2000 – February 2017

Proprietor/Administrator

●Trained and supervised over 60 staff members

●Ensured all food safety procedures were strictly adhered to according to sanitary regulations

●Worked closely with management to meet revenue objectives

●Implement appropriate strategies to resolve adverse trends and improve sales

●Maintained safe working conditions

●Followed company policies and procedures regarding the handling of cash, property, products and equipment

●Collected and counted cash values of up to $5,000 per day

●Audited inventory levels to ensure product availability, and order products as necessary

●Enforced all disciplinary actions while mentoring and motivating employees through a series of incentives, including bonuses, trips, and personal days

Mayflower on the Park, New York, NY November 1993 - October 2000

Night Manager

●Oversaw the entire Front Office operation to maintain high standards

●Served as a point of contact for regular and VIP Guests

●Maximized room occupancy at best rates and use up-selling techniques to promote hotel services and facilities

●Understood and demonstrated correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy

●Represented the Hotel Manager and other senior managers in their absence, taking full responsibility of the hotel

●Managed, recorded and promptly resolved issues or emergencies that arose

●Demonstrated current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area

●Acted in accordance with all security and emergency procedures

●Compiled adequate handover to Early staff / Duty Manager

●Attended appropriate training courses, when required, and assisted with the Night Team's training and developmental efforts

●Acted in accordance with policies and procedures when working with front of house equipment and property management systems

●Conducted annual and mid-year Appraisals with Team Members

●Conducted Health and Safety Checks and Night Walks, and maintain a good status awareness of all hotel areas

●Assisted other departments, as necessary

EDUCATION:

Pontificia Universidad Catolica Madre y Maestra, Dominican Republic May, 1989

Bachelor of Arts in Hotel Management

SKILLS:

• Bilingual • Time Management and Organization • Valid & Clean Drivers License

• Microsoft Office • Excellent phone etiquette • Social and Interpersonal Skills

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