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Click here or scroll down to respond to this candidateCandidate's Name
West Point, MS Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEmPROFESSIONALSUMMARYEncouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.SKILLS Correcting Discrepancies Incoming Call Management Customer Complaint Management Administrative Staff Supervision Issue Resolution Professional Phone Etiquette Coaching and Mentoring Issue and Complaint Resolution Evaluate PerformanceWORK HISTORYCUSTOMER SERVICE REPRESENTATIVE TEAM LEAD 05/2021 to CURRENTSebring Home Depot West Point, MS Evaluated 10 staff member's performance and provided feedback to improve customer service delivery. Trained staff on operating procedures and company services. Onboarded and trained over 50 customer representatives to meet performance and service goals. Managed customer service budgets for cost-effective staff and resource allocation and saved company over $10k in lost revenue. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly. Exhibited high energy and professionalism when dealing with clients and staff. Cross-trained and backed up other customer service managers. Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions. Resolved more than 100 escalated customer service inquiries and complaints to maintain satisfaction per quarter. Investigated and resolved accounting, service and delivery concerns. Cross-trained and provided backup support for organizational leadership. Maintained up-to-date knowledge of product and service changes. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.HOUSEKEEPING SUPERVISOR 10/2018 to 05/2021Red Roof Inn Hotel Jackson, MS Responsible for 100 room brand in selecting most suitable cleaning materials for different types of linens, furniture, flooring and surfaces. Monitored 10 staff member's performance and provided feedback to drive productivity. Evaluated employee performance and recommended promotions, transfers and dismissals. Scheduled and prioritized tasks to 10 staff members, overseeing work completion. Monitored priorities and liaised between maintenance team and management, delegating tasks to complete 100% on time. Addressed customer feedback and complaints to maximize satisfaction with overall 100% satisfaction rating annually for each year. Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas. Worked with front desk to respond promptly to all guest requests. Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources saving company thousands of dollars in revenue. Conducted regular room inspections to verify compliance with housekeeping standards. Developed and maintained comprehensive inventory system to track over$60k in equipment and supplies.CUSTOMER SERVICE REPRESENTATIVE 01/2018 to 02/2019 Conduent Madison Updated account information to maintain customer records for more than 100 accounts. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns resulting in 100% customer satisfaction rating. Provided primary customer support to internal and external customers. Tracked over 300 customer service cases and updated service software with customer information. Delivered prompt service within 24 hours to prioritize customer needs. Enhanced productivity levels by anticipating needs and delivering outstanding support by increase of 85%. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Followed up with customers about resolved issues to maintain high standards of customer service.FRONT DESK CLERK 10/2014 to 04/2018Best Western Pearl, MS Answered multi-line phone system and enthusiastically greeted callers with 90% customer satisfaction. Maintained clean and organized front desk areas to uphold polished company image. Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout for 100 room hotel brand. Greeted guests at front desk and engaged in pleasant conversations while managing check-in process. Oversaw fast-paced front desk operations with more than 120 guess per week at busy facility. Took 10-20 reservations over phone, in person, and via computer for guests and provided confirmation information per day. Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention. EDUCATIONAssociate of Arts Administrative Assistance And Secretarial Science 05/1990. Mary Holmes Jr College, West Point, MS |
