ANNE LEONARD
Lenexa,KS
Summary
Motivated, well-organized, and financially responsible team player with 15 years of customer service and sales experience. Successfully managed the daily activities of two children as a stay-at-home mom for over a decade, involving coordinating schedules, budgeting finances, and maintaining the home. Eager to reenter the workforce and contribute skills and expertise to a new professional challenge.
Overview
21
21
years of professional experience
Work History
Customer Service Specialist
Bed Bath & Beyond
06.2021 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer requests for products, services, and company information.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Identified and resolved discrepancies and errors in customer accounts.
- Promptly responded to inquiries and requests from prospective customers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Booking Agent
Hotel Planner
08.2020 - 04.2022
- Kept paper and digital records of bookings, reservations and client needs.
- Acquired detailed knowledge of services, promotions and events to offer added value to travelers.
- Communicated client reservations to appropriate staff.
- Boosted bookings [Number]% using detailed knowledge of facility, services and offerings when closing reservations for customers.
- Collaborated with sales department to arrange large group hotel bookings for such special events as destination weddings.
- Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Front Desk Agent
La Quinta Inn and Suites by Wyndham Olathe
06.2008 - 05.2009
- Greet and welcome all guests approaching the Front Desk.
- Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
- Follow all cash handling and credit policies.
- Be aware of all rates, packages and special promotions.
- Be familiar with all in-house groups and closed out and restricted dates.
- Obtain all necessary information when taking room reservations.
- Handle check-ins and checkouts in a friendly, efficient and courteous manner.
- Comprehend and operate all relevant aspects of the Front Desk computer system.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely manner.
- To complete a bucket check, room rate verification report, and housekeeping report.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
Front Desk Agent
Hilton Garden Inn Hotel
05.2005 - 06.2008
- Register guests and assign rooms, accommodating special requests whenever possible.
- Front Desk Agent checks guests in and out of hotel efficiently.
- Front Desk Agent must Comply with unit cash handling, credit and check cashing policies and procedures.
- Keep front desk area clean and presentable for hotel guests.
- Maintain positive guest relations through positive resolution of guest complaints.
- Front Desk Clerk must ensure accuracy of billing to hotel guests.
Front Desk Agent
Extended Stay America
05.2004 - 04.2005
- Assisting guests, responding to guest requests, processing reservations, registration, payment, and departures.
- Selling the value of ESA to all inquiries (via telephone and in person) and strives to convert them into reservations.
- Collecting all relevant guest information, probing for potential sales leads and identifying opportunities.
- Handling collection efforts of all in-house balances.
- Working through all shift reports and performing the audit function when necessary and assigned.
- Maintaining an organized and clean work area behind the front desk, lobby and guest commons.
Education
Associate of Arts - Journalism/Communications
Kirkwood Community College
Cedar Rapids, IA05.2003
Skills
- FRONT DESK Expert
- BILLING Expert
- CUSTOMER SERVICE Expert
- ORGANIZATION Expert
- SELLING Expert
- Balance
- BILLING
- Cash handling
- Closing
- Credit
- CUSTOMER SERVICE
- Delivery
- Policies
- Telephone
- Schedule creation
- Interpersonal awareness
- De-escalation techniques
- Complaint resolution
- Process optimization
Timeline
Customer Service Specialist
Bed Bath & Beyond
06.2021 - Current
Booking Agent
Hotel Planner
08.2020 - 04.2022
Front Desk Agent
La Quinta Inn and Suites by Wyndham Olathe
06.2008 - 05.2009
Front Desk Agent
Hilton Garden Inn Hotel
05.2005 - 06.2008
Front Desk Agent
Extended Stay America
05.2004 - 04.2005
Associate of Arts - Journalism/Communications
Kirkwood Community College
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