Carla Maddox
Aberdeen,NC
Summary
Hardworking Environmental Service Housekeeper with strong record of quality, efficient work. Achieves daily cleaning targets by using good planning and prioritization skills. Jumps in quickly to handle messes, disinfect rooms and complete special cleaning projects.
Detail-oriented Environmental Services Housekeeper with extensive understanding of sanitation and infection control techniques. Works quickly and effectively with little to no supervision, following established schedules and procedures. Initiates proper cleaning techniques to complete housekeeping tasks.
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
13
13
years of professional experience
Work History
Hospital Housekeeper
Pine Needles Lodge and Golf Club
Southern Pines, NC
08.2023 - 03.2024
- Swept, mopped and Vacuumed floors in rooms and public areas of the hospital.
- Cleaned bathrooms, including toilets, sinks, showers, walls and mirrors.
- Stocked shelves with supplies such as toilet paper and soap.
Customer Service Representative
Brian Center Health and Rehabilitation
Hickory, NC
05.2016 - 01.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered information so I can follow instructions, and Focusing on the conversation, so I won’t be distracted
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Customer Service Coordinator
Hydo-pure
Hickory, NC
09.2013 - 02.2018
- Provided customer service assistance to customers via phone and email.
- Developed relationships with customers to ensure satisfaction.
- Assisted in the development of quality assurance standards for customer service operations.
- Coordinated customer service activities, including responding to inquiries, resolving complaints, and providing product information.
- Researched new products or services that may be beneficial to customers.
- Identified potential opportunities for improvement within the customer service department.
- Ensured that all customer inquiries were responded to in a timely manner.
- Tracked orders from placement through delivery and follow-up as needed.
- Performed data entry tasks related to customer accounts and order processing.
- Managed daily tasks such as scheduling appointments, handling paperwork, filing documents.
- Worked with sales teams to understand processes and enhance after-sales support.
- Used [Software] and [Software] to update customer account information.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Customer Service Representative
Pocket shop
Granite Quarry, NC
06.2011 - 11.2015
- 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.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Took special orders in person and over telephone, generating additional revenue every month.
- Surpassed sales goals through implementation of successful marketing strategies.
- Provided top quality control and eliminated downtime to maximize revenue.
Education
High School Diploma -
East Rowan High School
Salisbury, NC06-1995
Skills
- Vacuuming And Sweeping
- Floor Scrubber Machines
- Mopping And Buffing Floors
- Cleaning Bathrooms
- Kitchen Sanitizing
- Guest Room Cleanliness
- Hotel Policies Compliance
- Cart Management
- Glass Cleaning
- Teamwork
- Supply Transportation
- Hazardous Chemical Training
- Guest Amenity Replenishment
- Quality Program Protocols
- Quality Assurance Controls
- Staff Meetings
- Restroom Detailing
- Storage Organization
- Exceptional Communicator
- Case Management Experience
- Chemicals Handling
- Cleaning Methods
Timeline
Hospital Housekeeper
Pine Needles Lodge and Golf Club
08.2023 - 03.2024
Customer Service Representative
Brian Center Health and Rehabilitation
05.2016 - 01.2020
Customer Service Coordinator
Hydo-pure
09.2013 - 02.2018
Customer Service Representative
Pocket shop
06.2011 - 11.2015
High School Diploma -
East Rowan High School