ADRIAN JOHNSON
Orlando,FL
Summary
Friendly professional with exceptional attention to detail and dynamic customer engagement skills. A reliable Reservations Agent promoting efficiency in fielding phone calls, answering emails and finding solutions to problems.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Springhill Suites By Marriott
Orlando, FL
02.2024 - Current
- Greeted customers in a professional and friendly manner.
- Assisted with check-in and check-out procedures for guests.
- Answered phones, responded to inquiries, and took messages.
- Processed payments accurately and efficiently.
- Resolved customer complaints promptly and courteously.
- Provided information about hotel amenities, services, and local attractions.
- Maintained cleanliness of lobby area at all times.
Credit Card Customer Service Representative
Chase Bank
Lake Mary, FL
01.2024 - Current
- Provided customer service to cardholders by responding to inquiries, resolving complaints and providing guidance on product features.
- Assisted in the processing of credit card applications for new customers and updated existing accounts.
- Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
- Verified accuracy of customer information in order to ensure proper account management.
- Investigated suspected fraudulent activities and reported suspicious activity to the appropriate departments.
- Performed research on complex customer requests utilizing available resources such as online databases or internal systems.
- Resolved escalated customer issues in a timely manner while maintaining positive relationships with customers.
Reservations Agent
Wyndham Vacation Ownership
Orlando
10.2023 - 01.2024
- Make reservations for owners
- Troubleshoot reservation issues and help owners change or cancel existing reservations
- Ask discovery questions to learn more about owners' vacation preferences
- Check resort availability and suggest alternative dates or accommodations if needed
- Confirm reservation details to ensure accuracy and explain policies
- Educate owners about vacation insurance and points protection
- Provide assistance with additional travel planning
- Answer questions about the vacation club product and how it's used.
Customer Care Agent
HILTON GRAND VACATIONS
Orlando
09.2021 - 09.2023
- Provide engaging customer service in an inbound call center
- Assist guests with pre-paid travel packages
- Sell package upgrades
- Utilized problem-solving abilities to resolve customer issues quickly and effectively.
Executive Manager
CRYSTAL BALLROOM
07.2017 - 03.2020
- Produced and managed sales based on leads via incoming phone calls, email inquiries, or client referrals with the purpose of converting a lead to a sale, identified, qualified and solicited new business to achieve revenue goals
- Responsible for maintaining $20,000 in weekly sales
- Worked directly with clients to gather necessary information for room set-up, floor plan, timelines, rental orders, décor, cost and billing details and any other requirements pertinent to the event in a timely manner and assisted with those items as necessary
- Maintained complete and in-depth files on all future and past events and private parties, as directed by best practices.
Education
Accounting -
Daytona State College
Father Lopez Catholic High School
Skills
- Multi-Line Phone Proficiency
- Issue Resolution
- Self Starter
- Time Management
- Telemarketing
- Typing
- Customer service
- Marketing
- Hospital experience
- Guest services
- Hospitality
Certification
Driver's License, 10/01/24
Timeline
Front Desk Agent
Springhill Suites By Marriott
02.2024 - Current
Credit Card Customer Service Representative
Chase Bank
01.2024 - Current
Reservations Agent
Wyndham Vacation Ownership
10.2023 - 01.2024
Customer Care Agent
HILTON GRAND VACATIONS
09.2021 - 09.2023
Executive Manager
CRYSTAL BALLROOM
07.2017 - 03.2020
Accounting -
Daytona State College
Father Lopez Catholic High School