Andrea Conners
Orlando,Florida
Summary
Customer-focused Guest Service Representative known for productive and efficient task completion. Skilled in effective communication, problem-solving, and time management. Excel at using active listening, empathy, and patience to enhance guest satisfaction and address concerns swiftly. Committed to maintaining professionalism under pressure.
Overview
31
31
years of professional experience
Work History
Guest Service Representative
Universal Studio Florida
Orlando, Florida
03.2023 - Current
- Answer guest calls in regards to reservations, tickets, hotels and packages.
- Built detailed knowledge on locations and points of interest to thoroughly answer questions.
- Assist guests with ticket purchases and deliveries.
- Troubleshoot ticket issues, date changes and cancellations.
- Encourage customers to provide feedback on their call experience.
- Deliver exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Work From Home Agent
The Walt Disney Company
Orlando, Florida
09.2020 - 02.2023
- Guaranteed guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions
- Corrected guest issues promptly with knowledgeable and friendly service
- Responded to guests, including email, telephone and chat
- Investigated guest complaints and utilized critical thinking to foster expedient resolution
- Documented customer correspondence in CRM to track requests, problems and solutions
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Educated customers on special pricing opportunities and company offerings
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Handled more than 50 calls per day to assist customers and dispatch services
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Adhered to company policies and procedures while assisting customers with their needs
- Continually updated knowledge base of product features, benefits, pricing plans.
Boutique Manager
Dancing Needles
Columbus, GA
07.2004 - 02.2014
- Designed and constructed visually appealing displays to attract additional customers
- Cultivated loyal customer base by providing excellent customer service
- Advised customers on style and the newest trends
- Created consistency for brand by complying with company guidelines
- Managed entire shopping experience for client, putting together outfits and providing personalized style tips
- Completed outfits and complemented clothing selections with carefully curated accessories
- Presented available merchandise with attractive displays and pleasing arrangements
- Leveraged upselling opportunities on clothing, shoes and accessories to maximize brand sales
- Monitored queues and email inboxes to respond to consumers via multiple media formats
- Resolved over 40 tickets per day to keep queue clear and packages moving efficiently
Call Center Representative
Total Systems Services, TSYS
Columbus, GA
03.1994 - 06.2003
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency
- Documented customer correspondence in CRM to track requests, problems and solutions
- Took over 50 inbound calls per day, attentively listening to customers' questions and concerns and increasing customer base
Education
Associate of Arts - Marketing Management
Columbus State University
Columbus, GA05-1995
Skills
- Data inputting
- Verbal and written communication
- Tourism industry insight
- Reservation processing
- Reservation management system
- Product sales
- Customer service
- Flexible schedule
- Issue resolution
Timeline
Guest Service Representative
Universal Studio Florida
03.2023 - Current
Work From Home Agent
The Walt Disney Company
09.2020 - 02.2023
Boutique Manager
Dancing Needles
07.2004 - 02.2014
Call Center Representative
Total Systems Services, TSYS
03.1994 - 06.2003
Associate of Arts - Marketing Management
Columbus State University