Anyka Morris
Ocoee
Summary
To obtain a position in an environment where I can utilize my sales and customer service managerial skills that I have gained with having over fifteen years of clientele relations. Energetic and empathetic professional with knack for resolving customer issues and fostering positive relationships. Possesses comprehensive understanding of customer service principles and adept at utilizing CRM software to enhance customer interactions. Dedicated to driving customer satisfaction and team performance to new heights.With my skillset and being a highly enthusiastic team player, I would be a great attribute to your company to enhance its success
Overview
18
18
years of professional experience
Work History
Customer Care Supervisor
Hilton Grand Vacation
01.2017 - Current
- Created reservations for guests and took viable payment
- Delegated tasks to agents i.e contacting guests with any discrepancies and providing solutions
- Trained team members in network systems and work policies
- Assisted in tasks delegation with senior management and training Supervisors with new tactics
- Confirmed reservations with account holders
- Handled Escalated concerns with guest’s reservations
- Utilized office productivity applications to keep and maintain track of agents numbers (i.e roll call, valid reservations, cancellation percentages)
SRC Property Agent
Hotelbeds
01.2015 - 01.2017
- Work in a fast paced environment with multiple hotel properties to confirm reservations
- Maintained a detailed log with excel of all amendments made to reservations and relayed the information to different departments to secure the guest's stay was satisfactory
- Followed up with property management via to ensure any personal requests were finalized
- Assisted and delegated work flow to different team members.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
Insurance Verification Coordinator
Aon Hewitt
01.2014 - 01.2015
- Work in conjunction with companies in providing detailed information to employees on documents that are needed to secure insurance policies
- Create escalations and follow up with account holders who's clarifications on documents that are submitted and needed
- Assist team members on knowledge of policies for satisfactory service
- Maintained and provided detailed notes for companies until the account was no longer active
Customer Service Lead
Publix Supermarkets
01.2007 - 01.2015
- Provided customers with premier service
- Trained new hires in proficient cash handling
- Maintained store polices with refunds, exchanges and computing accurate sales transactions
- Generated sales and inventory reports with excel
- Assisted management with delegating tasks to upkeep customer service satisfaction
Education
Associates in Arts Degree - English
Valencia Community College
High School - undefined
Robert Hungerford High School
01.2008
Skills
- Able to multi-task : working with multiple screens and programs
- Proficient in Microsoft (Word, PowerPoint, excel), Salesforce
- Team Oriented
- Active Listening and customer service skills
- Strong problem solving skills
- Training and mentoring
- Account management
- Performance improvement
- Escalation management
- Strong leadership
- Work delegation
- Adaptability
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 10-20 staff members.
- Achieved 90% success rate through effectively helping with training management whom in turn trained agents.
- Documented and resolved reservation errors which led to resolving customer issues and concerns.
Timeline
Customer Care Supervisor
Hilton Grand Vacation
01.2017 - Current
SRC Property Agent
Hotelbeds
01.2015 - 01.2017
Insurance Verification Coordinator
Aon Hewitt
01.2014 - 01.2015
Customer Service Lead
Publix Supermarkets
01.2007 - 01.2015
High School - undefined
Robert Hungerford High School
Associates in Arts Degree - English
Valencia Community College