Sonya P. Walker

815-***-**** **** Fieldside Drive

k4bpny@r.postjobfree.com Matteson, IL 60443

Objective:

Pursue a customer service position in an environment devoted to extraordinary service standards and impeccable service skills.

Attributes:

Passionate

Multi-tasking

Patient

Professional

Punctual

Achievements:

Certificate of Meritorious Achievement for Comcast Customer Care

Through customer feedback program that I created, dealership Customer Service Index improved from 60% to 96% in one year’s time.

Due to employee development and morale building initiatives, reduced turnover ratio of reception and cashier staff to less than 10%.

Selected to dealership Task Force designed to improving customer service focus

Awarded Administrative Certification at Mercedes-Benz .

Joined Sofitel opening team and was voted “Team Leader” by colleagues.

Employee of the Month awards at the Drake Hotel, 2003 & 2004.

Technical Skills:

Microsoft Word

Microsoft Excel

Microsoft Outlook

Fidelio (Hotel PMS)

ASCR

ADP

Reynolds Software

Professional Experience:

Customer Service

• Resolved all billing inquiries, performed troubleshooting for entire Comcast equipment line and fulfilled all sales quotas with on-phone customers.

Created service reference manuals utilized by Fletcher-Jones dealerships.

Presented customer service survey to executive team who utilized the information to support improvements to customer service.

Reception staff compiled and tracked results of survey for management team to be proactive with problems or consider service changes from feedback provided in survey.

Represented guest service hotel teams when corporate clientele required pre-arrival coordination meetings. Service advice and information as a result of these meetings were communicated to executives to pinpoint service needs.

In hospitality setting, performed cross-examination of special client requirements and assigned rooms and amenities from hotel room configurations and available inventory.

Positioned as lead contact to execute all Hilton Honor benefit inquiries.

Negotiated with vendors to provide better products or services to clients while remaining within budget guidelines.

Sonya P. Walker

Page Two 815-***-****

Management

Selected as member of Preferred Employee committee to plan and execute employee morale and work environment improvements.

Perform integrity checks of all cash handling transactions and support integrity standards with corporate funds in safe.

Conduct an employee performance evaluation which includes periodic review with staff concerning personal goals.

Coordinated automotive “clinics” entailing extensive planning. At these events, I was expected to direct event schedule while mingling with several hundred clients who attended the event.

Performed all management support functions for reception and cashier staff which included recruiting, training, payroll processing, performance evaluation and execution of new service procedures.

Employment History:

Customer Account Executive - Tinley Park, Illinois

Comcast Corporation, September 2011 to Present

Independent Avon Representative – Matteson, Illinois

Avon Corporation, October 2010 to September 2011

Client Service Manager/Events - Chicago, Illinois

Fletcher-Jones Imports, March 2004 to October 2010

Front Desk Supervisor - Chicago, Illinois

Drake Hotel, June 2003 to March 2004

Guest Service Representative - Chicago, Illinois

Sofitel Chicago Water Tower, May 2002 to June 2003

Receptionist - Chicago, Illinois

Professional Hospital Services, January 1989 to May 2002

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