CAROLINA N HAMMOND
Berwyn,IL
Summary
High performing, reliable with a passion for problem solving. 10 years of experience in the Team Lead/Customer Service/Collections field. I love to demonstrate patience and provide excellent customer service. I am confident in multi-tasking between client programs, Company systems, and interacting with all customers. I aim to create a positive and productive work environment by communicating with team members, setting clear goals, and monitoring performance. Remote/Hybrid preferred. Looking for better pay and opportunities for growth and advancing.
Overview
6
6
years of professional experience
Work History
Night Auditor /Shift Supervisor
Moxy Chicago Downtown
Chicago
09.2024 - Current
- Reporting: Prepare detailed audit reports and discrepancies.
- Account Reconciliation: Adjust various accounts, cash, and credit card transactions to ensure all financial data aligns.
- Audit and balance daily financials transactions across all departments.
- Process late check-ins and express check-outs, handle reservation inquires, and fulfill special requests.
- Conduct property walks and respond to on-site emergencies to ensure the safety of guests.
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Implemented process improvements, enhancing workflow efficiency among front desk team members.
Team Lead
PLS Financial Services
08.2023 - 09.2024
- Handle escalated issues to ensure customer satisfaction.
- Oversee day-to-day operations of the customer service team to meet and exceed service levels.
- Train new team members, provide ongoing coaching and development opportunities to improve individual skills.
Team Lead
AmplifiLoyalty Solutions
12.2022 - 08.2023
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Assign tasks, monitor performance, provide feedback and address performance concerns within the team.
Claim Specialist/Collections
Dovenmuehle Mortgage, Inc
10.2020 - 12.2022
- Providing solutions to past due accounts
- Processing claims
Education
High School -
Morton West High
Berwyn, IL01.2014
Beauty Acad - undefined
Ms Roberts Beauty Acad
01.2024
College - undefined
Kennedy King College
01.2019
Skills
- Deescalating complex customer interactions
- Communication
- Problem-solving
- Strong Leadership Skills with Ability to Coach and Mentor
Timeline
Night Auditor /Shift Supervisor
Moxy Chicago Downtown
09.2024 - Current
Team Lead
PLS Financial Services
08.2023 - 09.2024
Team Lead
AmplifiLoyalty Solutions
12.2022 - 08.2023
Claim Specialist/Collections
Dovenmuehle Mortgage, Inc
10.2020 - 12.2022
Beauty Acad - undefined
Ms Roberts Beauty Acad
College - undefined
Kennedy King College
High School -
Morton West High