Bernesha Buckles
Memphis,TN
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Guest Service Representative/Branch Sales Manager
The Holiday Inn
04.2023 - 12.2023
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Supported event planning efforts by coordinating group reservations and managing special requests from attendees.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
Sales Associate
Bath & Body Works
08.2020 - 08.2021
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Conducted regular competitor analysis to stay informed about market trends, adjusting pricing strategies accordingly for optimal results.
Customer Service Representative
Express Employment
02.2019 - 06.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor Of Arts - Political Science
The University of Memphis
Memphis05.2020
High School Diploma -
Overton High School
Memphis, TN05.2018
Skills
- Reservation Management
- Event Planning
- Excellent communication
- Report Preparation
- Data Entry
- Information Protection
- Customer Service
- Key Management System
- Data inputting
- Guest Orientation
- Detail Oriented
- Product Sales
- Guest accommodations
- Flexible Schedule
- Documentation And Reporting
- Computer Skills
- Data entry proficiency
- Payment Processing
- Hotel software expertise
- Office Support
- Excellent Communication
- Interpersonal Skills
- Paperwork Processing
- Consultative Sales
- Information Security
- Account updating
- Product Knowledge
- Data Collection
- Scheduling
- Appointment Scheduling
- Call Management
- Coordination
- Spreadsheets
- Multi-line phone talent
- Prioritization
- Order Processing
- Customer Relationship Management (CRM)
- Documentation
- Strategic sales knowledge
- Microsoft Office Suite
- Microsoft Excel
- Administrative Support
- Problem-solving abilities
- Call Center Operations
- Technical Troubleshooting
- Account Management
- Customer inquiries
- Customer Support
Timeline
Guest Service Representative/Branch Sales Manager
The Holiday Inn
04.2023 - 12.2023
Sales Associate
Bath & Body Works
08.2020 - 08.2021
Customer Service Representative
Express Employment
02.2019 - 06.2021
Bachelor Of Arts - Political Science
The University of Memphis
High School Diploma -
Overton High School
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