TYELA COLEMAN

**** ****** ***. *** *******. CA **303 · 424-***-****

adzklq@r.postjobfree.com

EXPERIENCE

JUNE 2021 – PRESENT

NIGHT AUDITOR AND FRONT DESK AGENT, santa monica motel

Manage room bookings in person, online, and through phone calls

Answer inquiries about guests’ needs including questions about available rooms, amenities, room rates, and special requests

Work with housekeeping staff to ensure rooms are ready for new guests

Mitigate customer complaints as needed

OCTOBER 2019 – NOVEMBER 2020

INBOUND SPECIALIST, American honda motor co.

Assisted over 100 customers daily by managing and resolving customer complaints

Recognized, documented, and alerted the management team of trends in customer calls

Achieved one-call resolution 90% of the time, exceeding the center’s goal of 85%

Improved average talk time by 10% by adapting communication style to each customer

Navigated all resources to research solutions for customers regarding their vehicles and related purchases

MARCH 2018 TO OCTOBER 2019

DATA QUALITY ASSOCIATE, Controlexpert

Utilized cloud-based software called Abbey to process written auto estimates in a consolidated platform for easy reference and review

Audited and reviewed data once in platform for accuracy and authenticity

Flagged auto estimates needing additional services and routed this information to appropriate teams

EDUCATION

MARCH 2013- JUNE 2015

SONOGRAPHY, ati college

Acquired diploma and maintained a 3.5+ GPA

SKILLS

Self-motivated

Adaptability

Active listening

Strong work ethic

Phone etiquette