Amber Cummons

Work History

Spectrum

Irving, TX

01.2021 - Current

Reviewed and solved account billing inquiries, discrepancies, promo issues, credit request, and educated of Spectrums policies and procedures while keeping detailed log of each call and any changes made to the Acct upon request.
Investigated and resolved customer billing inquiries and complaints.
Provided excellent customer service, developing and maintaining customer relationships.
Developed a highly empathetic attitude and earned reputation for exceeding service standard goals.
Met customer call guidelines for Service Quality, handle time and productivity goals with ease.
Calculated and Processed Credit Card and Bank Acct transactions to make payments.
Provided timely responses to enhance customer satisfaction.

Comfort Suites North-DFW

Irving, TX

04.2018 - 01.2021

Managed and organized calendar to schedule reservations and monitor cancellations.
Provided guest services for high volume 114 room hotel
Liaised with housekeeping staff to verify service and maintenance of hotel standards and cleanliness.
Answered multi-line phone system to respond to inquiries and transfer calls to in house guest or to correct departments, hotel personnel.
Confirmed important personal information.
Trained new staff members in customer service techniques and hotel operations.
Answered questions and addressed issues, if needed properly escalated to management.
Resolved service-related problems and documented actions in agent log to keep all agents aware of any concerns.
Greeted guests at front desk and engaged in pleasant conversations while managing check-in or out process.
Managed/ Dispatched Hotel Shuttle to ensure pickups and drop offs were provided in a timely manner.
Processed payment vouchers for Airport Lay Over Guest checking in for the night, and verified and processed the payment vouchers to collect payments

Quality Inn DFW- South

09.2016 - 04.2018

Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Processed Check-ins and outs
Maintained reservations in system
Handled cash drawer and correct totals and kept daily logs for night Audit.
Supplied guest with any request and answers to any questions.
Managed Shuttle pick ups and drop offs
Kept the front desk neat and clean
Provided all guest with a positive memorable experience

RainSoft Inc.

02.2012 - 05.2016

Created and reviewed invoices to confirm accuracy.
Kept accurate records to document customer service actions and discussions.
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Created scheduled routes for Techs.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Handled all emergency calls
Managed and supported PM call center employees
Sales
Took ownership of customer issues and followed problems through to resolution.
Followed through with client requests to resolve problems.

Toys R US

03.2009 - 01.2012

Received and processed customer payments.
Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
Assisted customers by answering questions and fulfilling requests.
Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
Set and updated employee schedules to fulfill gaps based on expected customer demands.
Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
Taught employees fundamentals of register use, merchandise scanning and customer service.
Led cashiers and associates in providing thoughtful customer service.