Customer Service Guest Services

Katreace L. Bennett

***** ******* **** 281-***-****

Houston, TX 77053 ***********@*****.***

CAREER OBJECTIVE

To provide exceptional customer service, administrative and organizational skills along with my 13 years of retail and hospitality experience in a progressive organization to achieve my future career aspirations in the customer service and hotel industry.

EXPERIENCE

CVS Pharmacy 10/2020 – Present

Store Associate

Assisted customers by answering questions and provide information on sales and merchandise.

I provide refunds, care passes, discount on CVS brands, extra bucks on store transactions. Primarily my responsibilities include scanning new merchandise by utilizing iron man scanner device. My duties are to ensure the customers are scanning their items at the self-checkout kiosk. I am responsible for restocking and replenishing the shelves for new sales.

The Westin Galleria Hotel 02/18 - 03/20

Service Express Agent

As a Service Express Agent, my primary responsibilities are to answer guests inquiries utilizing the Canon MPX 420 Grand Stream 8-line enhanced phone system in relation to guest requests for services and to schedule reservations. Routinely, I process approximately 50-75 requests during my overnight shift. When a guest request room service, I dispatch a work order assigned to the appropriate department to address the guest request

Responsible for documenting guest comments and complaints by using the Lenovo computer laptop and then referring customers complaints to the appropriate supervisor. I initiated a follow-up conversation to ensure that the guest complaint was addressed appropriately.

As a Service Express Agent, my competency skills in up-selling to guests by advising them to purchase hotel promotions and daily specials has always well-received and appreciated by the hotel guests. Also, my responsibilities include hospitality inquiries and recording information to the Service Express Manager to follow-up with guest requests.

As a team associate, I am competent to communicate effectively with a diverse group of individuals both externally and internally. I maintain a sense of integrity when it comes to following the hotel policies and procedures. I abide by the rules and regulations that are set in place of each employee and how we are to treat the guest accordingly.

My interpersonal skills for communicating are excellent. I provide the service of suggesting to guests local shopping venues, restaurant and dining choices and recreational and entertainment

Katreace L. Bennett

15618 Corsair Road 281-***-****

Houston, TX 77053 ***********@*****.***

options. My professional level of adaptability has prepared me to communicate with guests and my team associates in a friendly, courteous, respectful and professional manner.

Omni Houston Hotel 11/15 - 08/17

PBX / Switchboard Operator

Guest Services Agent

Responsible for operating communication systems utilizing the Nortel M-2616 business phone system that enabled me to perform my duties as the hotel’s PBX operator. On a daily basis, my communication skills were challenged by answering approximately 40-70 calls on a nightly basis. Provided information by transferring calls with a professional and respectful demeanor. Upon request by the hotel guest, I arranged for courtesy wake-up calls whatever time the guest requested.

As Guest Services Agent, I provided business services for guests such as sending and receiving faxes. Contacted housekeeping and maintenance staff when guests reported problems in their rooms. Answered specific inquiries pertaining to hotel services, guest registration and made recommendations. I always provided exceptional customer service to all hotel guests

As Guest Services Agent, I provided business services for guests such as sending and receiving faxes. Contacted housekeeping and maintenance staff when guests reported problems in their rooms. Answered specific inquiries pertaining to hotel services, guest registration and made recommendations. I always provided exceptional customer service to all hotel guests.

CVS Pharmacy 03/13 - 10/16

Retail Sales Associate 07/10 - 07/12

Assisted customer by answering questions and provided information on sales merchandise. I provided refunds and credits during store transactions. Primarily, my responsibilities include scanning new merchandise by using the Telxon PTC-960SL scanning device. My duties involved cash register transactions of customer purchases, restocking and replenishing shelves for weekly advertised sales.

During the time when there was not a busy flow of customer traffic, my additional duties were to maintain a clean and orderly checkout counter and assist where needed with general cleaning, which involved mopping floors and emptying trash receptacles.

Demonstrated excellent customer service skills by greeting each customer with a smile, listening to their concerns, processing their returns for refunds. I operated various types of office equipment such as the Nortel M2616 multi-line telephone system.

Katreace L. Bennett

15618 Corsair Road 281-***-****

Houston, TX 77053 ***********@*****.***

EDUCATION

WillowRidge High School Diploma 06/93

Houston, TX

Houston Community College 08/94 - 08/95

Pursue Certificate in Accounting / Attempted / Not Completed

COMPUTER HARDWARE & SOFTWARE APPLICATIONS

Amazon Tablet

Canon MPX 420 GrandStream 8-Line Business Phone System

Cash Registers

Dell Personal Computer

Digital Scanner

Fax Machine

Hewlett Packard Laptop

Kodak Photocopy Printer

Lenovo Computer Laptop

Microsoft Word (Windows 10)

Nortel M2616 Telephone Business Phone System (w/Display)

Telxon PTC-960SL Barcode Scanner (Pricing Machine)

Xerox Copier

REFERENCES AVAILABLE UPON REQUEST

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