Dog rescue/fostering
Brooke Osmanson
Customer Service And Sales
Land O Lakes,FL
Summary
Dynamic customer service professional with extensive experience at Hilton Hotels Corporation, excelling in customer engagement and relationship building. Proven ability to resolve issues effectively while maintaining high levels of efficiency. Skilled in utilizing computer reservation software and active listening to enhance guest experiences and drive repeat business.
Overview
27
27
years of professional experience
Work History
Guest Engagement Specialist 1
Hilton Hotels Corporation
04.2009 - Current
- Provide customers with information about availability and pricing, speaking to an average of 50 plus people in a part time shift daily.
- Answer incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Maintain high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Manage online booking inquiries and assist guests and travel partners with questions throughout entire booking cycle.
VPK Teacher's Assistant
Little Sunshine Preschool
08.2008 - 03.2009
- Facilitated small-group instruction for targeted skill development, increasing overall class performance levels.
- Assisted in creating a positive, safe, and nurturing environment where students felt comfortable expressing themselves.
- Enhanced students'' learning experiences by incorporating hands-on activities and group projects into daily lessons.
- Ensured proper set-up of instructional materials prior to each lesson resulting in seamless transitions between activities throughout the day.
- Supported VPK teacher in managing classroom behavior, implementing consistent rules and consequences for all students.
- Cleaned, organized and restocked classrooms for upcoming classes.
- Cpr certified.
- Collaborated with instructors to develop engaging lesson plans.
Reservation Sales & Customer Service Agent
Continental Airlines
Tampa, FL
07.1999 - 06.2005
- Handled billing information over phone.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business. Booking flight reservations.
Radio Promotions
Infinity Radio
Tampa, Kansas
07.2001 - 04.2003
- I worked part time for Infinity Radio stations. This work included WQYK, Q105 and The Sports Animal. In this position I went to different broadcast locations. I worked at Buccaneer games, concerts,parades, sporting events and the Florida State Fair. Promoting different businesses while passing out prizes and promotions.
Education
Certified Nursing Assistant - Nursing
Leto High School
Tampa, FL05.1999
Skills
Customer service
Warm and friendly
Calm and professional under pressure
Reliability
Interests
Reading
Travel
References
Name:Connie Stone
Title: Development Coach
Company: Hilton Hotels
Email: Connie.stone@hilton.com
Phone: 469-391-9705
Type: Professional
Name: Rebecca Rowe
Company:ML marketing
Title:Marketing representative
Email: Rowejbr3@gmail.com
Phone: 813-619-6021
Type: Personal
Name: Susan Tomlinson
Company: Hilton Hotels
Title: Sales engagement specialist
Email: Susan.tomlinson@hilton.com
Phone:813-263-9484
Type: Professional
Timeline
Guest Engagement Specialist 1
Hilton Hotels Corporation
04.2009 - Current
VPK Teacher's Assistant
Little Sunshine Preschool
08.2008 - 03.2009
Radio Promotions
Infinity Radio
07.2001 - 04.2003
Reservation Sales & Customer Service Agent
Continental Airlines
07.1999 - 06.2005
Certified Nursing Assistant - Nursing
Leto High School