ANEESHA UMER
Woodridge,IL
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Liveops
02.2022 - 01.2026
- Trained new team members on customer service protocols and best practices.
- Collaborated with cross-functional teams to address complex customer issues effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Hotel Operations Manager
Champagne Lodge & Luxury Suites
Willowbrook, IL
08.2016 - 12.2019
- Managed team of front desk agents, supervising personnel in issue resolution.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Oversaw recruiting, interviews and new employee hiring.
- Prioritized and organized tasks to efficiently accomplish service goals.
Hotel Front Desk Agent
Country Inn & Suites By Carlson
Bensenville, IL
05.2014 - 07.2016
- Handled high volume of phone calls and routed to proper guest or internal department.
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Drafted guest invoices and posted charges to individual accounts.
- Monitored reservations to track incoming parties and special events.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Educated guests regarding important property information and directions to different hotel areas.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
Administrative Assistant
Roosevelt Oil Company
Cicero, IL
01.2010 - 12.2012
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Managed inventory to ensure all supplies were in stock and within budget.
- Provided secretarial and office management support while building cooperative working relationships.
- Inventoried and ordered supplies for office.
- Composed correspondence, reports and meeting notes.
- Coordinated appointments, meetings and conferences.
- Delivered exceptional customer service through direct communication with clients and team members.
- Responded to client and vendor inquiries via email and telephone, providing updated and accurate information.
- Processed financial documents, contracts, expense reports and invoices.
- Organized training, client meetings, team meetings and events.
- Oversaw invoicing and billing functions, achieving consistent and accurate payments.
Education
Some College (No Degree) - Business Administration
College of DuPage
Glen Ellyn, ILSome College (No Degree) - Cosmetology
Regency Beauty Institute
Darien, ILSkills
Customer service
Active listening
Critical thinking
Data entry
Call center experience
Customer relations
Computer proficiency
Complaint handling
Microsoft Excel
Live chat support
Timeline
Customer Service Representative
Liveops
02.2022 - 01.2026
Hotel Operations Manager
Champagne Lodge & Luxury Suites
08.2016 - 12.2019
Hotel Front Desk Agent
Country Inn & Suites By Carlson
05.2014 - 07.2016
Administrative Assistant
Roosevelt Oil Company
01.2010 - 12.2012
Some College (No Degree) - Business Administration
College of DuPage
Some College (No Degree) - Cosmetology
Regency Beauty Institute