Benedicte Keller
69-471 Brittany Court Cathedral City,CA
Summary
Seasoned Lead Client Service Representative with deep understanding of client relations, problem resolution, and team leadership. Known for ability to build strong relationships with clients while leading cross-functional teams towards achieving common objectives. Cheerful and upbeat professional with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Great communication skills with our seasonal clients and understanding their needs.
With a proven track record at Marriott Rancho Las Palmas, I excel in client relations and leadership, enhancing customer satisfaction and retention. Expert in cross-functional coordination and complaint handling, I've significantly contributed to team success. My adeptness in client support and strong follow-up skills ensure operational excellence and client loyalty. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
26
26
years of professional experience
Work History
Lead Client Service Representative
VCA Desert Animal Hospital
Palm Springs, CA
05.2021 - Current
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Resolved customer inquiries and complaints via phone, email, or other communication channels.
- Developed policies and procedures related to customer service operations.
- Escalated complex customer inquiries to supervisors when necessary.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Mentored junior team members and managed employee relationships.
- Managed and updated physical and digital client account information to keep records accurate and current.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Maintained customer records in the database system.
- Adhered to all applicable laws and regulations while performing job duties.
- Took special orders in person and over telephone, generating additional revenue every month. Such as taking over special food diets for pets.
- Developed strong relationships with customers through friendly interactions and problem-solving abilities.
- Demonstrated excellent listening skills and empathy towards customers' needs and concerns.
- Completed day-to-day duties accurately and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Managed inventory and supplies to ensure materials were available when needed.
- Recognized by management for providing exceptional customer service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Operations Manager
Staybridge Suites Hotel
Cathedral City, CA
10.2018 - 02.2021
- Delegated work to staff, setting priorities and goals.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Collaborated with team leaders on quality audits.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Built strong operational teams to meet process and production demands.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Managed scheduling, training and inventory control.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Addressed customer concerns with suitable solutions.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Oversaw financial management, budget management, accounting and payroll activities.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Leisure Coordinator Surpervisor
Westin Desert Willow Villas
Palm Desert, CA
05.2014 - 08.2018
- Oversaw design, construction and upkeep of recreation facilities and areas.
- Evaluated existing programs and proposed new ideas for increasing participant engagement.
- Assisted in the development of budgets for leisure activities.
- Supervised and coordinated work activities of personnel.
- Created promotional materials for recreational activities such as brochures, flyers, newsletters.
- Ensured compliance with relevant health and safety regulations when planning leisure activities.
- Organized and coordinated leisure activities for participants of all ages.
- Administered first aid and notified emergency medical personnel.
- Supervised staff responsible for providing leisure services ensuring quality standards were met.
- Managed multiple projects simultaneously while meeting strict deadlines.
- Managed daily operations of recreational facilities.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Exceeded customer satisfaction by finding creative solutions to problems.
Activities Supervisor
Westin Mission Hills Golf Resort & Spa
Rancho Mirage, CA
05.2012 - 05.2014
- Supervised a team of 10+ staff members in providing quality care for clients during daily activities.
- Initiated creative ideas and kept recreation programs entertaining and refreshing.
- Planned and published calendar of events for facility.
- Ensured safety protocols were followed at all times by staff and participants.
- Administered first-aid and offered emergency assistance to injured or ill participants.
- Coordinated calendars, shifts and activity schedules with staff.
- Supervised material acquisition, setup and teardown for periodic and special events.
- Settled disputes or helped solve other customer concerns.
- Provided feedback to staff regarding performance and service delivery standards.
- Monitored and controlled expenses according to budgetary guidelines.
- Recruited, hired, trained and managed volunteers from community organizations who wanted to assist with projects.
- Helped recruit, hire and train department employees.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
Group Reservations Coordinator
Westin Mission Hills Golf Resort & Spa
Rancho Mirage, CA
05.2006 - 05.2012
- Prepared documents such as contracts, invoices, confirmation letters related to group reservations.
- Coordinated group reservations for hotel guests, ensuring accurate data entry and payment processing.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Created detailed reports of all group reservation activities, including number of rooms booked, average daily rate, duration of stay, and total revenue.
- Coordinated with front desk staff to maintain maximum occupancy.
- Provided guidance and assistance to junior team members when needed.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Worked closely with front office staff to ensure smooth check-in and check-out process for all guests.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue
- Verified guest information and payment options ensuring accuracy and completeness.
- Coached staff on strategies to enhance performance and improve customer relations.
- Developed effective relationships with clients to ensure repeat business and satisfaction.
- Updated management regularly on progress made towards achieving goals set out by the department.
- Assisted in resolving any client issues or complaints in a timely manner.
- Took reservations from patrons by phone or online.
- Processed payments from groups using cash, credit cards or other approved methods of payment.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed day-to-day duties accurately and efficiently.
- Worked effectively in team environments to make the workplace more productive.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Restaurant Manager
Marriott Rancho Las Palmas
Rancho Mirage, CA
01.1999 - 05.2006
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Provided exceptional customer service by anticipating guest needs before they arise.
- Delegated work to staff, setting priorities and goals.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Resolved problems or concerns to satisfaction of involved parties.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Created new menu items based on customer feedback and industry trends.
- Analyzed financial statements to identify areas of improvement or cost savings opportunities.
- Assisted staff by serving food and beverages or bussing tables.
- Resolved conflicts among employees in an effective manner.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
Education
On Going Developement - Laws
VCA Corp.
Palm Springs, CA01-2025
Attache Diplomatic Corps
Marriott Corp.
Washington DC04-1991
BBA - Business Administration And Management
Academic University
Copenhagen Denmark06-1982
High School Diploma -
Saint Joseph High School
Copenhagen Denmark06-1978
Some College (No Degree) - 7 Habits of Highly Effective People
Covey Leadership Center
Salt Lake City, UTSome College (No Degree) - Languages And Early Computer Science
Saint Joseph College
Copenhagen DenmarkSkills
- Customer focus
- Client relations
- Meeting deadlines
- Complaint handling
- Customer support
- Call center experience
- Cross-functional coordination
- Client profile building
- Client support
- Payment processing
- Follow-up skills
- Call triage
- Strong leadership
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Languages
Danish
Native language
English
Advanced (C1)
C1
Interests
Reading On-going Self Development Family Animals
Timeline
Lead Client Service Representative
VCA Desert Animal Hospital
05.2021 - Current
Operations Manager
Staybridge Suites Hotel
10.2018 - 02.2021
Leisure Coordinator Surpervisor
Westin Desert Willow Villas
05.2014 - 08.2018
Activities Supervisor
Westin Mission Hills Golf Resort & Spa
05.2012 - 05.2014
Group Reservations Coordinator
Westin Mission Hills Golf Resort & Spa
05.2006 - 05.2012
Restaurant Manager
Marriott Rancho Las Palmas
01.1999 - 05.2006
On Going Developement - Laws
VCA Corp.
Attache Diplomatic Corps
Marriott Corp.
BBA - Business Administration And Management
Academic University
High School Diploma -
Saint Joseph High School
Some College (No Degree) - 7 Habits of Highly Effective People
Covey Leadership Center
Some College (No Degree) - Languages And Early Computer Science
Saint Joseph College
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