Customer service senior rep
Resume:
Wilbur Withrow
Cleveland heights, Ohio *****
216-***-**** - *********@*****.***
Professional Summary
Dynamic and dedicated professional with a proven track record at the U.S. Dept of Veteran Affairs, excelling in conflict de-escalation and report writing. Recognized for building strong relationships within the community while enhancing public safety. Committed to integrity and honesty, consistently achieving successful outcomes in high-pressure situations.
Skills
• Report writing
• Integrity and honesty
• Conflict de-escalation
• Relationship building and management
Work History
Police Officer
U.S. Dept of Veteran Affairs
Assisted in maintaining public safety through routine patrols and community engagement.
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Supported investigative operations by gathering evidence and documenting incidents.
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Learned and implemented conflict resolution techniques to de-escalate potentially volatile situations.
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Participated in training sessions on emergency procedures and law enforcement protocols.
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• Investigated and reported crimes, accidents, offenses, and damage to property. Effectively diffused potentially dangerous situations through verbal negotiation techniques before escalating force was necessary.
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Handled domestic disputes tactfully, de-escalating tensions while providing appropriate support to affected individuals.
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• Secured crime scenes, gathered evidence, and questioned witnesses. Patrolled assigned areas to check homes, businesses, and public roads for signs of disturbance.
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Enhanced public safety by conducting routine patrols and responding to emergency calls promptly.
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• Answered emergency calls for help from citizens and business owners. Utilized excellent communication skills when interacting with diverse populations, fostering trust between law enforcement and the community members they serve.
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• Testified effectively in court, contributing to successful prosecutions of offenders. Conducted witness interviews and gathered details regarding incidents to determine best course of action.
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• Enforced traffic laws diligently, promoting road safety and reducing accident rates. Responded immediately to reports of automobile accidents and criminal activity, calling for additional support as necessary.
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Maintained accurate case records and documentation, ensuring proper evidence handling and information sharing among relevant parties.
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Managed crowd control during events, ensuring public safety while minimizing disruptions to attendees or surrounding communities.
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• Apprehended offenders and conducted interviews and interrogations.
• Apprehended suspects, read Miranda Rights, and transported offenders to jail. Mentored junior officers on the importance of ethical behavior, accountability, and professionalism in their role as public servants.
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04/2020 to 09/2025 Senior Customer Support Representative Enterprise Holdings – Cleveland, OH
Assisted in maintaining public safety through routine patrols and community engagement.
•
Supported investigative operations by gathering evidence and documenting incidents.
•
Learned and implemented conflict resolution techniques to de-escalate potentially volatile situations.
•
Participated in training sessions on emergency procedures and law enforcement protocols.
•
• Investigated and reported crimes, accidents, offenses, and damage to property. Effectively diffused potentially dangerous situations through verbal negotiation techniques before escalating force was necessary.
•
Handled domestic disputes tactfully, de-escalating tensions while providing appropriate support to affected individuals.
•
• Secured crime scenes, gathered evidence, and questioned witnesses. Patrolled assigned areas to check homes, businesses, and public roads for signs of disturbance.
•
Enhanced public safety by conducting routine patrols and responding to emergency calls promptly.
•
• Answered emergency calls for help from citizens and business owners. Utilized excellent communication skills when interacting with diverse populations, fostering trust between law enforcement and the community members they serve.
•
• Testified effectively in court, contributing to successful prosecutions of offenders. Conducted witness interviews and gathered details regarding incidents to determine best course of action.
•
• Enforced traffic laws diligently, promoting road safety and reducing accident rates. Responded immediately to reports of automobile accidents and criminal activity, calling for additional support as necessary.
•
Maintained accurate case records and documentation, ensuring proper evidence handling and information sharing among relevant parties.
•
Managed crowd control during events, ensuring public safety while minimizing disruptions to attendees or surrounding communities.
•
• Apprehended offenders and conducted interviews and interrogations.
• Apprehended suspects, read Miranda Rights, and transported offenders to jail. Mentored junior officers on the importance of ethical behavior, accountability, and professionalism in their role as public servants.
•
04/2020 to 09/2025 Reservation Agent
Enterprise Holdings – Cleveland, OH
Managed customer inquiries and reservation requests through various communication channels.
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Ensured accurate booking information and maintained detailed records in reservation systems.
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• Provided exceptional customer service to enhance overall guest experience. Collaborated with team members to streamline reservation processes and improve efficiency.
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• Assisted in resolving customer complaints, ensuring satisfaction and loyalty. Adapted quickly to changes in inventory and pricing structures, maintaining accurate data.
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Supported training initiatives for new team members on company policies and procedures.
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Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
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Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
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Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
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Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
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Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
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• Handled billing information over phone.
Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
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Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
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Education
06/1987 College Entry-level
John Hay High School - Cleveland, OH
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