Team Members Service Quality

JOANNE OSWALD

**** ****** ******, *********, ** *8103 610-***-**** *************@*****.***

Performance Profile

Quality oriented, customer focused professional offering over 25 years of outstanding service. Proven ability to satisfy customers and help team members improve quality. An effective communicator who can easily converse with customers, colleagues, and professionals on all levels. A mentor for many co-workers.

Core Competencies

Leadership skills

Excellent communication

Responsible

Mentorship

Service assessment

Good judgement

Time management

Dedicated

Resourceful

Performance Highlights

Employee of the month in first year of employment

Received the Outstanding Achievement Award twice

Receives compliments from fellow colleagues and customers regularly

Consistently makes quality bonus

Professional Experience

Aspire Lifestyles, Alexandria, VA

2007-Present

MasterCard Concierge

Provides concierge services to an average of 50 or more customers a day, ranging from booking dining reservations to concert tickets. Coached multiple concierges on improving service quality. I also explain to customers their card benefits.

Shift lead when management is not on duty

Works closely with management daily

Helps team members with resolving issues

Uses expertise to assist customers efficiently

Role model to other concierge

Worked on the quality team for three months grading calls and emails for the Luxury BlackCard team

Member of the Concierge Advisory Committee

Education

Kutztown University of Pennsylvania

Bachelor’s Degree

Activities

I enjoy going to concerts, art and learning new things. I mentor female runners twice a year for ten weeks in a group called “First Strides”.

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