Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brian Russell

MYRTLE BEACH,South Carolina

Summary

Reliable and enthusiastic professional with experience in reception, concierge and customer service areas. Skilled in customer engagement, problem resolution and various software operations. Known for remaining poised and calm in busy environments.

Overview

10
10
years of professional experience

Work History

Guest Service Representative

Monster Reservations Group
Myrtle Beach, South Carolina
06.2021 - Current
  • Greeted guests and provided information regarding hotel services, amenities, and local attractions.
  • Assisted guests with check-ins and check-outs in a timely manner.
  • Provided assistance to guests throughout their stay.
  • Resolved guest complaints in a professional manner.
  • Processed payments for room charges, taxes, and other incidentals as required.
  • Maintained accurate records of all transactions within the hotel software system.
  • Answered incoming calls from guests seeking reservations or general information.
  • Responded promptly to inquiries regarding availability of rooms and rates.
  • Maintained cleanliness of lobby area and front desk counter.
  • Handled customer complaints professionally and efficiently.
  • Encouraged customers to provide feedback on their stay experiences.
  • Provided guidance to new team members on how to perform tasks correctly.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
  • Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
  • Took reservations from patrons by phone or online.

Customer Service Representative

Amazon
DeMotte
07.2014 - 07.2019
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Updated databases with new and modified customer data.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.

Education

High School Diploma -

Highland Springs High School
Richmond Virginia
06-2005

Some College (No Degree) - Computer And Electronic Engineering

ITT Technical Institute
Richmond Virginia

Some College (No Degree) - Business Administration

J Sargeant Reynolds Community College
Richmond Virginia

Skills

  • Check-in coordination
  • Room charging
  • Room availability
  • Data inputting
  • Data entry proficiency
  • Basic accounting
  • Guest reservation management
  • Guest accommodations
  • Reservation coordination
  • VIP services
  • Business support
  • Office Administration
  • Guest experiences
  • Detail Oriented
  • Guest Relations
  • Conflict Resolution
  • Problem-solving abilities
  • Arrange transportation
  • Time management abilities

Timeline

Guest Service Representative

Monster Reservations Group
06.2021 - Current

Customer Service Representative

Amazon
07.2014 - 07.2019

High School Diploma -

Highland Springs High School

Some College (No Degree) - Computer And Electronic Engineering

ITT Technical Institute

Some College (No Degree) - Business Administration

J Sargeant Reynolds Community College

Similar Profiles

CREATE PROFILE
Brian Russell