************@*****.***
Resume:
Donna Roenker
Apache Junction, AZ 85219
************@*****.***
Objective
Highly motivated and self-directed customer service professional with over nine years of experience in high - volume customer service, and call-center operations within the travel, insurance, restaurant and entertainment industries, seeking a position with your company to utilize my skills.
Highlights of Qualifications & accomplishments
Talent for identifying customer needs and presenting appropriate company product and service offerings.
Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
Expertise in resolving escalated customer service issues
Secured numerous company achievement awards for delivery of exceptional customer service.
Superior people skills and communication skills and true commitment to drive sales and provide excellent customer service while working in a fast pace environment.
Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).
Strategic-relationships/partnership-building skills, listened attentively, solved problems creatively, and used tact and diplomacy to find common ground and a achieve win-win outcomes.
An unwavering commitment to customer service with the ability to build productive relationships, and resolve complex issues and win customer loyalty.
Work Experience
Customer Service/Restaurant Server/Fine Dining/Certified Trainer
09/2006-04/2007 Arizona Golf Resort
The Arizona Golf Resort provided a stable work environment in the ever-changing resort industry.
Provided excellent efficient and high quality fine dining service building customer trust which increased return business.
Trained new employees of Serving duties and company policy and procedures, as well as rules and regulations.
Responsible for large and small parties, ensuring and anticipating each quest requests and needs.
Arranged and prepared daily salad and fruit bar to perfection upon opening the dining room for service.
Responsible for prompt room service food and beverage preparation and delivery.
Ensured guest satisfaction and expressed loyalty for the company.
Provided excellent service building customer trust which increased return business as well as excelling in an elegant however fast pace environment.
Independent Reservation Agent
8/2006 - Present Norwegian Cruise Line, Mesa, AZ
Served as reservations agent booking reservations for Travel Agencies worldwide, which promoted our products and delivered NCL external business.
Handled incoming calls using company’s funneling process to ensure accuracy for each and every rate quote.
Communicated with clients of features and benefits for ship, stateroom, destination, air, land and ancillary products NCL offered.
Acknowledge and recognize the customer’s needs as well as determined the customer’s needs utilizing my most accurate judgment and listening skills.
Projected ownership and pride of customer’s request, as well as responded appropriately to objection
Handled client inquiries, complaints, billing questions and payment extension/service request. Whether the caller is calm or angry, was able to repair trust, locate resources for problem resolution and design best-option solutions.
Interfaced daily with internal partners in accounting, field services, new businesses, reservation operations and consumer affairs division.
Utilized my product knowledge of services available to the client/customer with accurate fee related information
Offered alternatives if initial offer was objected with proper up sells when applicable.
Built rapport with clients, using a positive, professional, courteous, and positive demeanor; always remaining patient, respectful, and confident.
Ensured client satisfaction and expressed loyalty for the company.
Customer Service/Restaurant Server/Dining Service
8/2004 - 8/2006 Outback Steakhouse, Mesa, AZ
Outback Steakhouse is committed to developing its Employee Team Members to their fullest potential. They value and seek diversity in their workforce. As a result, a work atmosphere has been created that respects the individual, encourages leadership, stimulates innovation and rewards excellence. Responsible for guests dining order, anticipating their every need.
This occupation gave me the chance to grow, and want the pride and satisfaction of serving great food and working with other great people, (Very fast pace and HIGH Volume Restaurant)
Provided excellent service building customer trust which increased return business.
Trained new employees of Serving duties and standards, as well as rules and regulations.
Excelled in fast-pace, high volume environment.
Customer Service/Restaurant Server/Dining Service/Certified Trainer
8/2003-8/2004 Olive Garden Italian Restaurant
Provided fast, personalized and efficient service by making all guests feel special
Trained new employees of Serving duties and company policy and procedures, as well as rules and regulations.
Consistently offered menu suggestions and delivered attractive, great tasting food to ensure 100% guest delight.
Provided each guest with a genuine Italian dining experience.
Regular, on-going training opportunities to sharpen and advance customer service skills.
Responsible for guests dining order, anticipating their every need.
Provided excellent service building customer trust which increased return business.
Bartender/Customer Service/certified trainer
2/2000-6/2004 Lone Star Steakhouse & Saloon
Trained new employees of Serving duties and standards, as well as rules and regulations.
Responsible for company cash register and company revenue throughout my shift.
Excelled in fast-pace, high volume environment.
Prepared guest cocktails and alcoholic beverages, ensuring guest satisfaction.
Responsible for guests dining order, anticipating their every need.
Provided excellent service building customer trust which increased return business
Lone Star’s employment motto is the first step toward Guest Satisfaction is Employee Satisfaction and development which, consequently is committed to motivating and rewarding employees as well as guests.
Education
2/2000 - 2/2002 Southern Ohio College, Ft. Mitchell , KY
Associates Degree in Business Software Technology.
Training in: Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).
GPA 3.4
Kenton Central Alternative School - General Studies
Diploma - GPA 3.8
References
Available upon request
Contact this candidate