Customer Service Front Office

La’Kenyatta Moore Rhodes

************@*****.*** 839-***-**** Columbia, SC

Summary

Customer service professional with 5 years of experience seeking a role as a Customer Service Representative. Proven track record in high call volume environments, resolving complex customer inquiries, and providing prompt, accurate responses. Strong communication skills and dedication to achieving employer goals, with experience in roles such as Front Desk Clerk and Patient Representative.

Work Experience

G & G Auto Sales

Front Office Executive West Columbia South Carolina Feb 2023 - Mar 2025

• Managed daily front office operations, ensuring a welcoming and efficient environment for customers and visitors.

• Coordinated appointment scheduling and maintained an organized calendar to optimize client interactions and sales opportunities.

• Handled incoming calls and emails, providing prompt and professional responses to customer inquiries and directing them to appropriate departments.

• Maintained accurate records of customer transactions and updated the database to support sales and service teams.

• Assisted in the preparation of sales documents and contracts, ensuring compliance with company policies and procedures.

• Supported the sales team by preparing reports and presentations to facilitate informed decision-making.

• Managed office supplies and inventory, coordinating with vendors to ensure timely procurement and cost-effective solutions.

• Trained and supervised junior administrative staff, fostering a collaborative and productive work environment. WNS Global Services

Senior Customer Service Representative Columbia May 2022 - Dec 2022

• Managed and resolved complex customer inquiries and complaints, ensuring a high level of customer satisfaction and retention

• Analyzed customer feedback and service metrics to identify areas for improvement, implementing solutions to enhance operational efficiency.

• Developed and maintained comprehensive documentation of customer interactions and resolutions, ensuring accuracy and compliance with company policies.

• Assisted in the development and implementation of customer service policies and procedures, aligning with industry best practices.

• Conducted regular performance reviews and feedback sessions with team members, fostering a culture of continuous improvement and professional growth

G & G Auto Sales

Front Office Manager West Columbia Feb 2017 - Dec 2022

• Managed daily operations of the front office, ensuring a smooth and efficient workflow to enhance customer satisfaction and support sales activities.

• Supervised and trained front office staff, fostering a professional and customer-focused environment while maintaining high standards of service.

• Coordinated communication between departments to streamline processes and improve overall efficiency within the dealership.

• Oversaw scheduling and appointment setting, optimizing time management for both staff and customers to maximize productivity.

• Implemented and maintained record-keeping systems, ensuring accurate and up-to-date information for all client interactions and transactions.

• Handled customer inquiries and resolved complaints, providing solutions to enhance customer experience and loyalty.

• Assisted in financial transactions, including processing payments and managing accounts receivable, contributing to the financial health of the dealership.

• Developed and maintained relationships with clients and vendors, supporting long-term business growth and partnership opportunities.

Country Inn & Suites

Motel Front Desk Clerk Columbia, South Carolina Dec 2015 - Dec 2016

• Managed guest check-in and check-out processes efficiently, ensuring a seamless and welcoming experience for all visitors.

• Handled reservations and cancellations, utilizing the property management system to maintain accurate records and optimize room occupancy.

• Provided exceptional customer service by addressing guest inquiries, resolving complaints, and offering information about local attractions and amenities.

• Processed payments and maintained accurate financial records, ensuring all transactions were completed in accordance with company policies.

• Coordinated with housekeeping and maintenance staff to ensure rooms were clean, well-maintained, and ready for guest arrivals.

• Maintained a professional and organized front desk area, contributing to a positive first impression for guests. Knights Inn Hotel

Front Desk Manager Cayce, South Carolina Sep 2014 - May 2016

• Managed daily operations of the front desk, ensuring smooth and efficient service for guests.

• Supervised and trained front desk staff, enhancing team performance and customer service skills.

• Handled guest check-ins and check-outs, addressing any inquiries or issues to maintain high satisfaction levels.

• Coordinated with housekeeping and maintenance departments to ensure timely room readiness and guest requests.

• Implemented and maintained reservation systems, optimizing room occupancy and revenue.

• Developed and enforced front desk policies and procedures, improving operational efficiency.

• Managed financial transactions, including billing and payment processing, ensuring accuracy and compliance.

• Resolved guest complaints and concerns promptly, fostering a positive hotel experience.

• Prepared and analyzed daily reports on occupancy rates, reservations, and revenue for management review.

• Assisted in marketing and promotional activities to increase hotel visibility and guest bookings. Medical Service of America

Patient Representative II West Columbia Feb 2002 - Jun 2003

• Data entry procedures as instructed and assigned.

• Pulls patients records to pre-bill audit for correct Medical equipment/Medicare billing

• Assist customers with ordering DME

• Assist medical records with alphabetizing notes plus chart audits and filing as indicated and assigned

• Navigated insurance verification processes to ensure patient coverage Country Inn & Suites

Front Desk Clerk 2016 - 2017

• Managed guest check-in and check-out processes, ensuring a seamless experience for all visitors.

• Prepared and distributed gift bags for gold and platinum guests, enhancing guest satisfaction and loyalty.

• Addressed and resolved guest complaints by reviewing daily issues, contributing to improved service quality. Redeemed Temple Pre-School

Asst. Director West Columbia Aug 2003 - May 2007

• Implemented curriculum programs in classroom activities and routine interactions, ensuring alignment with educational standards.

• Coordinated administrative and office support activities, facilitating efficient operations across multiple supervisors.

• Managed student enrollment processes and oversaw account payment collections, contributing to streamlined financial operations.

Medical Service of America

Patient Representative II 2003 - 2004

• Conducted pre-bill audits and ensured accurate Medicare billing by efficiently retrieving and reviewing patient records.

• Supported customer service by facilitating the ordering of Medicare equipment, and assisted with medical records management, including alphabetizing notes, chart audits, and filing. Palmetto GBA subsidiary for Blue Cross Blue Shield Tier I/Tier II Columbia May 2007 - Aug 2009

• Managed high-volume inbound calls, providing assistance and resolving customer inquiries related to Medicaid and Medicare enrollment.

• Documented and organized essential records, ensuring accurate and efficient retrieval for customer support needs. Education

Colonial Christian Academy

High School Diploma, General Education West Columbia, S.C. 1999 Benedict College

Undergraduate, Chemistry 2002

South University

Undergraduate, Criminal Justice 2003

Certifications

Pharmacy Technician Certificate 2003

Skills

Problem-Solving, Time Management, Conflict Resolution

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