Customer Service Call Center

Tressie Burns

Charlotte, North Carolina, United States

*************@*****.*** +1-704-***-****

linkedin.com/in/tressie-burns-809278259

Summary

I am a sincere, loyal and dedicated individual, who has a great deal of experience in management, sales, and customer service. I am looking for a company willing to give me a chance to use the tools and resources that I have learned in order to be a valuable asset to the company.

Experience

Supervisor

SNG India

Feb 2017 - May 2022 (5 years 4 months)

• Ensuring that the hotel is well-maintained by scheduling repairs and maintenance as needed.

• Coordinating with other departments such as human resources or marketing to streamline operations.

• Reviewing guest complaints, concerns, or issues to make decisions about how to best respond to them.

• Managing the daily operations of the hotel including hiring, training, scheduling, and supervising staff members

• Ensuring that guests are satisfied with their experience at the hotel through regular contact with customers.

• Overseeing the financial operations of the hotel such as revenue management and labor costs

• Assigning rooms to guests based on availability or preferences as indicated in reservations.

• Supervising the activities of employees at the front desk to ensure that they are greeting guests in a friendly manner and answering any questions they may have regarding hotel policies or services provided.

• Ensuring that all guests are safe and secure while staying at the hotel. Customer Service Sales Specialist

Convergys

Jun 2016 - Feb 2017 (9 months)

• Manage large amounts of inbound and outbound calls in a timely manner.

• Follow communication “scripts” when handling different topics.

• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.

• Seize opportunities to upsell products when they arise.

• Build sustainable relationships and engage customers by taking the extra mile.

• Keep records of all conversations in our call center database in a comprehensible way

• Frequently attend educational seminars to improve knowledge and performance level.

• Meet personal/team qualitative and quantitative targets. Assistant Manager

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Double Quick

Sep 2015 - Apr 2017 (1 year 8 months)

• Maintaining a clean and safe working environment by following safety procedures and protocols

• Ordering and maintaining inventory levels of all products sold at the station, including fuel, food, beverages, tobacco products, automotive supplies, and other items.

• Coordinating the delivery of fuel to the station and ordering additional supplies as needed

• Communicating with suppliers about pricing changes to plan for future expenses.

• Managing employee recruitment and training efforts to ensure that all employees are properly trained in their job duties.

• Monitoring pump prices to ensure that they are consistent with market prices for similar stations in the area.

• Scheduling employees’ work hours based on business demands and staffing requirements.

• Conducting employee performance reviews to ensure that individuals are meeting job requirements.

• Monitoring cash flow to ensure that the business has enough capital to pay bills on time and make investments in equipment or facilities.

Job Coach

Wells Fargo

Oct 2012 - Sep 2015 (3 years)

• Develop effective job coaching and employment plans.

• Communicate with clients to understand their goals and ambitions.

• Assist clients to discover and overcome their personal barriers and set goals.

• Assess the strengths of individuals and teach them to use them effectively.

• Guide clients in learning to complete job tasks.

• Help in the development of motivation and skills.

• Provide coaching in effective job search techniques.

• Monitor and evaluate progress of clients.

• Keep records and documentation and prepare appropriate reports. Customer Advisor

NCO Group

Aug 2010 - Oct 2012 (2 years 3 months)

• Responding to customer complaints

• Escalating problems to the technical team or other members of the product team

• Updating customer information in the company database

• Providing information about new and existing products and services

• Tracking and processing new orders and refunds

• Making sales and processing payments, when necessary

• Performing administrative tasks as assigned by the Supervisor. Education

Broad Street High School

Diploma

Skills

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apple • banking • billing • call center • coaching • cooking • credit • customer satisfaction • email • finance

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