Customer Service Technical Support

ENAGNON DIANE TONON

*** ******* ** **, ******* GA 30354 717-***-**** **********@*****.***

Bachelor of Arts in Hospitality Management: East Stroudsburg University EAST STROUDSBURG, PA AAS in Hotel Management: Northampton Community College Bethlehem, PA Professional Summary

Experienced and results-driven customer service professional with a background in hospitality, sales, and technical support. Proven track record of increasing customer satisfaction, training staff, resolving complex issues, and improving operational workflows. Known for delivering exceptional service and driving performance in high-volume, fast-paced environments.

• Receive inbound customer service calls and cases to ensure the timely resolution of issues, resulting in minimal brand impact and maximum customer satisfaction

• Act as first support for technical issues including website, call tracking and login issues

• Improve listing coverage through proactive customer service, including effective questioning, listening, probing, building rapport and objection handling

• Build and update listing ads as required, ensuring correct lead destinations and property, user and contact information are correctly represented in the Customer Portal

• Build and maintain an accurate database of Individually Owned Managers (IO) community and contact

• Handled high-level escalation calls with professionalism and empathy, ensuring swift and effective resolution of complex customer issues.

• Meet and exceed customer and Costar’s expectations

• Identify revenue opportunities to move free listings to paid listings and upgrade advertising levels for paid listings.

Education

Experience

COSTAR GROUP ATLANTA, GA 2021-2025

Senior CUSTOMER SERVICE ASSOCIATE

Resolved guest complaints by issuing service recoveries when needed, which result in highly positive feedback on Homewood Suites by Hilton company website.

Amplified new associates by training and developing their sales skills, customer service skills, and additional products and services to increase revenue.

Increased business sales by collaborating with the sales team to promote additional revenue for business guests.

Collaborated with the sales team to bring new business accounts via customers.

Achieved increased customer service scores and improved hotel ratings on trip advisor website by exceeding guests’ expectations.

Provided accurate, timely, complete, and consistent global customer support involving telephone inquiries, email requests and web-based inquiries from customers of Dun & Bradstreet, including sales representatives, internal D&B operations and 3rd Party customers.

Resolved customer service issues by processing transactions within scope or engaging other corporate resources as required. Document all customer inquiries and issues using Customer Relationship Management application.

Effectively manage irate contacts and successfully deliver resolutions instantly, that produce high levels of customer satisfaction

Provided an exceptional level of service to all customers, by listening empathetically to the customer, will identifying and defining the customer needs and delivering problem solving solutions.

Maintained complete knowledge of all hotel features, services attractions, amenities and competitor restaurant food concepts, menu price range, dress code and ambiance, all hotel suite types, numbers/ names, layout appointments, amenities, and locations.

Anticipated guest’s needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Applied Concierge code of ethics and behaving in a professional manner at all times while representing the Venetian Resort Hotel Casino, the Resort Concierge Department and the profession of Concierge

HOMEWOOD SUITES BY HILTON ALLENTOWN, PENNSYLVANIA 2016-2020 GUEST SERVICE REPRESENTATIVE

DUN & BRADSTREET CENTER VALLEY, PENNSYLVANIA 2017- 2020 CUSTOMER SERVICE REPRESENTATIVE

SANDS CASINO RESORT BETHLEHEM, PENNSYLVANIA 2016- 2017 VIP CONCIERGE

American Red Cross Adult/Child CPR (Certified)

Member, National Society of Leadership

Certification, Guest Service: American Hotel and Lodging Educational Institute Certification, Responsible Alcohol Management Program: Pennsylvania Liquor Control Board Fluent French

Affiliations/Certifications

Languages

Skills

Leadership & Management

Exceptional Communication

Organization & Multitasking

Data Analysis

Teamwork & Collaboration

Proactive Problem solving

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