Customer Service Quality Assurance
Resume:
TIMEKA D. ROBERSON
*** *. ********* ******, ************, PA. 19131
***********@*****.***
SUMMARY Ten plus years in customer service; ability to anticipate and evaluate problems or unsatisfactory situations and make decisions that effect positive change. Strong organizational skills; work well with minimal supervision and make ongoing contributions to the team. Demonstrates ability to acquire and apply knowledge rapidly.
SKILLS Microsoft Office, Telephone Etiquette, Types 45wpm, Epitome, Galaxy/LightSpeed, Customer Service, Third Party Billing, Patient Charting and Assisting Physical Therapy Modalities, Exam Tray Set-Up, Filing, Appointment Scheduling, Urinalysis and CPR/First Aid Certifications, Vital Signs, Injections, Venipuncture.
EXPERIENCE Guest Services Agent, Hotel Palomar, Phila. PA. 6/2010 – 6/2011
-Assisted in day to day guest service responsibilities including check-in, check-out, allocation of rooms and concierge/guest information throughout their stay.
-Blocked all VIPs and Kimpton In Touch guests into premier rooms and inspected these rooms for special requests and quality assurance.
-Entered new Kimpton In Touch guests enrollments and reservations
-Managed reports needed daily for upper management and front desk staff, and replied in a timely manner to guest requests.
-Consistently received high customer service ratings.
-Maintained a house bank, report log/daily deposit
Front Desk Agent, Omni Hotel at Independence Park Phila. PA. 1/2008 – 6/2010
-Provided guests with assistance at the front desk during check-in, check-out and throughout their entire stay.
-Maximized revenue and cash flow through up-selling of hotel services, making future/current reservations and adhering to credit and inventory control processes.
-Provided total guest satisfaction through teamwork, personal attention and taking ownership when issues arise.
Front Office Agent, Westin Philadelphia, Phila. PA. 2/2006 – 6/2008
-Greeted and welcomed guests upon arrival.
-Promoted the guest reward program and provided recognition and benefits to all present members.
-Maintained a house bank, report/log daily deposit.
-Worked with various departments inside of the hotel to provide quality service.
-Provided excellent customer service through brand voice.
-Fluent in multiple guest recognition service programs.
Student Health, University Of Penn. Phila. PA. 8/2005 - 9/2005
-Greeted and Triaged patients
-Scheduled appointments with various doctors, nurses and specialists for students
-Prepared patient charts and verified insurance information.
-Performed vital signs, venipunctures, injections, urinalysis, laboratory procedures, ear lavage.
-Assisted during GYN exams and EKGs.
-Filed all medical records and other related documents.
Head Hostess, Zanzibar Blue, Phila. PA. 2/2002 – 9/2004
-Greeted and welcomed guests upon arrival.
-Seated guests.
-Answered the telephone and made reservations.
Hostess, LeBec-Fin, Phila. PA. 8/1999 – 2/2002
-Welcomed guests upon arrival.
-Escorted guests to their table and/or bar Lyonnais.
-Scheduled lunch and dinner reservations.
-Confirmed all reservations in advance to ensure maximum capacity when possible.
-Large party planning.
-Trained new host staff.
-Provided daily, weekly reports for various departments within to ensure complete guest satisfaction.
-Presented reservation reports to management and wait staff for daily pre-shift meetings.
Sales Representative, Colonial Penn Insurance, Phila. PA. 7/2002 – 9/2003
-Answered inbound calls.
-Made outbound calls from call center to consumers expressing interest in purchasing life insurance.
Enrollment Specialist, Independence Blue Cross, Phila. PA. 5/2000 – 9/2003
-Interfaced with various departments to request information as needed
-Utilized excellent customer skills
-Serviced group member enrollments for AmeriHealth New Jersey accounts.
EDUCATION • Overbrook High School, Received Diploma 1991
• Thompson Institute, Received Medical Assistant Diploma 2004
References Available Upon Request
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