Aura Holland
Las Vegas ,NV
Summary
Dynamic customer service professional with a proven track record at Hilton Grand Vacations Club, excelling in complaint resolution and guest relations. Leveraging strong empathy and exceptional communication skills, I enhance customer satisfaction and retention while implementing process improvements to elevate service quality.
Overview
25
25
years of professional experience
Work History
Guest Specilist
Hilton Grand Vacations Club
Las Vegas
12.2016 - Current
- Resolved guest complaints promptly, ensuring high levels of customer satisfaction.
Customer Service Representative
Capital One
Las Vegas, NV
06.2001 - 12.2016
- Resolved customer inquiries through multiple channels, ensuring satisfaction and retention.
- Served as a liaison between customers and various departments to streamline issue resolution.
- Trained new representatives on systems and procedures to enhance service quality and efficiency.
- Analyzed customer feedback to implement process improvements and enhance overall user experience.
Education
No Degree - Business
El Camino College
Skills
- Strong empathy
- Exceptional communication
- Customer relations
- Guest relations
- Complaint handling
- Upselling strategies
English and Spanish
Spanish
Native or Bilingual
Timeline
Guest Specilist
Hilton Grand Vacations Club
12.2016 - Current
Customer Service Representative
Capital One
06.2001 - 12.2016
No Degree - Business
El Camino College