ANTHONY D. BONNER
Cordova,TN
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Amazon
07.2020 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Housekeeping Manager
Peabody Hotel
08.2017 - 06.2020
- Managed team of 3 supervisors, 12 housekeepers and 4 floor runners (housemen)
- Communicated repair needs to maintenance staff.
- Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
- Worked with front desk to respond promptly to all guest requests.
- Promoted safety by demonstrating proper operation and training staff on power equipment tools.
- Increased employee performance through effective supervision and training.
- Utilized HOTSOS operating system to coordinate with Housekeeping director and front desk which rooms were vacant dirty/clean, out or service and otherwise available for sell
- Ensured that every room was up to PEABODY EXCELLENCE and ready to sell
- Enhanced guest satisfaction by maintaining a high standard of cleanliness and orderliness in all hotel areas.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Promoted a culture of teamwork within the housekeeping department by fostering open communication channels among employees at all levels.
- Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored all new personnel to maximize quality of service and performance.
General Maintenance
Brothers Repair
04.2015 - 06.2017
- Performed repairs, replacements and general maintenance in apartments or houses once vacant and return them to rent ready status.
- Replaced light bulbs, tested alarms and unclogged toilets for good general maintenance.
- Conducted general maintenance procedures such as painting, caulking, hanging drywall, replacing knobs and face plates.
Education
Master Barber License -
Williams Barber College
Fort Worth, TX01.2009
H.S. Diploma -
Oxnard High School
Oxnard, CA01.2006
Skills
- Paperwork Processing
- Information Security
- Complaint resolution
- Data Entry
- Call Management
- Customer Education
- Call center experience
- Customer Service
- Customer Relations
Leadership Experience
- Manager, Infamous Kutz, 2015, 2016, Oversaw shop operations like sanitation and marketing
- Rookie of the Quarter, January 2018
- Supervisor of the Quarter, October 2018
Communication Skills
I am an excellent speaker with an exceptional understanding of proper word usage. Although I am not fluent in Spanish, I am taking classes so I can better assist and network with others.
References
- Orthal Stone, Director of Housekeeping, Canopy Hotel, (901) 451-3014
- Xylina Figueroa, Training & Safety Manager, SMX Staffing, (901) 801-7519
- Ray Maxwell, Master Barber, Infamous Kutz, (901) 406-1976
Timeline
Customer Service Representative
Amazon
07.2020 - Current
Housekeeping Manager
Peabody Hotel
08.2017 - 06.2020
General Maintenance
Brothers Repair
04.2015 - 06.2017
Master Barber License -
Williams Barber College
H.S. Diploma -
Oxnard High School