Candace Mills
Roanoke,VA
Summary
Telephone Operator offering many years in exceeding customer expectations via professional phone interactions. Best-in-class at seamlessly operating switchboard to address customers quickly, transfer calls accurately, and minimize hold times. Customer-focused listener skilled at resolving issues and explaining company information with courtesy.
Overview
7
7
years of professional experience
Work History
Phone Operator
Dynata
Roanoke, Virginia
03.2023 - 09.2023
- Performed data entry of customer contact information into computer database systems.
- Verified accuracy of data entry into company database system.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Provided customer service support to customers over the phone, responding to inquiries and addressing concerns.
- Managed multiple tasks simultaneously while adhering to strict deadlines.
- Followed up with customers via email or telephone as needed regarding account status or other inquiries.
Hotel Manager
Rodeway Inn Civic Center
Roanoke , VA
01.2017 - 11.2018
- Ensured compliance with local regulations related to health and safety standards or licensing laws.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Verified customer credit to establish payment method for accommodations.
- Ensured that guests received prompt, courteous attention throughout their stay.
- Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.
- Administered new hire paperwork and maintained employee files.
- Transmitted and received messages using telephones or telephone switchboards.
- Oversaw recruiting, interviews and new employee hiring.
- Assisted guests at check-in, providing information on various services within hotel.
- Oversaw daily housekeeping operations to ensure cleanliness of guest rooms and public areas.
- Monitored the performance of front desk, housekeeping, and maintenance staff, providing regular feedback.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Handled guest complaints and offered complimentary services for hardship cases.
- Input and confirmed reservations for guests.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Issued room keys and escort instructions to bellhops.
- Maintained high standards of quality control, hygiene, health and safety.
- Resolved conflicts between staff members or guests when necessary.
- Responded to and resolved guest issues or complaints.
- Handled guest complaints professionally and efficiently.
- Developed and implemented hotel policies and procedures.
- Delegated work to staff, setting priorities and goals.
Retail Sales Associate
7eleven
Roanoke, VA
01.2017 - 07.2018
- Helped customers by answering questions and locating merchandise.
- Monitored and maintained the cleanliness and organization of the sales floor and stock areas.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Assisted with unloading delivery trucks and stocking shelves with new merchandise.
- Stocked shelves with merchandise according to company standards.
- Utilized point-of-sale systems efficiently, ensuring accurate pricing and inventory management.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Greeted customers upon entering the store and provided assistance.
- Developed and maintained relationships with regular customers, providing personalized service to encourage repeat business.
- Cleaned shelves, counters and tables to maintain organized store.
- Greeted and assisted customers with product selection, offering personalized shopping advice.
Skills
- Appointment confirmation
- Accurate message transcription
- Call distribution
- Records management
- Strong interpersonal skills
- Telephone etiquette
- Office administration
- Administrative tasks
- Appointment scheduling
- Goal oriented
- Teamwork skills
- Problem-solving
- Work prioritization
- Inbound call answering
- Interpersonal communication
- Decision-making
- Issue and complaint resolution
- LiveChat messaging
- Microsoft office
- Call documentation
- Customer service orientation
- Business ethics
- Written communication
- Time management abilities
Timeline
Phone Operator
Dynata
03.2023 - 09.2023
Hotel Manager
Rodeway Inn Civic Center
01.2017 - 11.2018
Retail Sales Associate
7eleven
01.2017 - 07.2018