CHARL'DEISHA HEARNS
Summary
A young adult that is seasoned in the workforce looking to join a company that will challenge my mind and provide me growth opportunities. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
6
6
years of professional experience
Work History
APPLICATIONS & RENEWALS
ACCENTURE
09.2023 - 04.2024
- Provide choice counseling for Health plan and Primary care provider
- Process enrollments
- Monitoring Medicaid helpline
ENROLLMENT BROKER
MAXIMUS
06.2023 - 08.2023
- Provide choice counseling for Health plan and Primary care provider
- Process enrollments
- Monitoring Medicaid helpline.
RESERVATION AGENT
MR.C, COCONUT GROVE
11.2022 - 06.2023
- Manage online, phone and in person room reservations
- Create dining reservations
- Concierge
- Take payment from guest prior to arrival
- Respond to guests' issues and complaints in a friendly, timely manner
- Work with other staff members to ensure that all guest rooms meet hotel standards and accommodate any special client needs
- Arrange specialized services for VIP guest.
FRONT DESK AGENT
HOTEL COLONNADE, CORAL GABLES
08.2022 - 10.2022
- Manage online, phone and in person room reservations
- Welcome guest, check then in, distribute room keys, and explain the hotel's amenities
- Take payment from guest
- Respond to guests' issues and complaints in a friendly, timely manner
- Work with other staff members to ensure that all guest rooms meet hotel standards and accommodate any special client needs.
GUEST EXPERIENCE COORDINATOR
THE RITZ- CARLTON, COCONUT GROVE
07.2021 - 09.2022
- Lead guest experience agent responsible for training and orienting new hires
- Provide Ritz-Carlton standard customer service
- Checking in and out about 100 guest per day
- Complete shift responsibilities
- Run credit check reports for in-house guest
- Collect guest outstanding balances upon check-in or check-out.
FRONT DESK AGENT
MARRIOTT COCONUT GROVE
02.2021 - 03.2021
- Manage online, phone and in person room reservations
- Welcome guest, check then in, distribute room keys, and explain the hotel's amenities
- Take payment from guest
- Respond to guests' issues and complaints in a friendly, timely manner
- Work with other staff members to ensure that all guest rooms meet hotel standards and accommodate any special client needs
- Arrange specialized services for VIP guest.
ENVIRONMENTAL
BAPTIST HOSPITAL
12.2020 - 02.2021
- Cleans, mops, and sanitizes resident rooms, toilets, and baths
- Cleans windows, windowsills, window treatments, walls, and furniture
- Performs special cleaning of rooms, disinfects walls, floors and furnishings
- Cleans nursing stations, halls, lobbies, treatment rooms, recreation areas, lounges, and dining areas.
FRONT DESK AGENT
WOODSPRINGS SUITES
07.2019 - 11.2020
- Manage online, phone and in person room reservations
- Welcome guest, check then in, distribute room keys, and explain the hotel's amenities
- Take payment from guest
- Respond to guests' issues and complaints in a friendly, timely manner
- Work with other staff members to ensure that all guest rooms meet hotel standards and accommodate any special client needs
- Arrange specialized services for VIP guest.
CUSTOMER SERVICE REPRESENTATIVE
ALORICA
07.2018 - 07.2019
- Take customer calls and provide accurate, satisfactory answers to their questions and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Call clients and customers to inform them about the company's new products, services, and policies
- Guide callers through troubleshooting, navigating the company site or using the products or services.
Education
HIGH SCHOOL DIPLOMA -
MIAMI KILLIAN HIGH
06.2017
Skills
- Excellent written and verbal communication
- Organized
- Multi-tasking
- Strong customer service
- Problem resolution
- Empathetic
- Attentive
- Customer Service / Front end operator
- High-Volume Environments
- Call Center Operations
Timeline
APPLICATIONS & RENEWALS
ACCENTURE
09.2023 - 04.2024
ENROLLMENT BROKER
MAXIMUS
06.2023 - 08.2023
RESERVATION AGENT
MR.C, COCONUT GROVE
11.2022 - 06.2023
FRONT DESK AGENT
HOTEL COLONNADE, CORAL GABLES
08.2022 - 10.2022
GUEST EXPERIENCE COORDINATOR
THE RITZ- CARLTON, COCONUT GROVE
07.2021 - 09.2022
FRONT DESK AGENT
MARRIOTT COCONUT GROVE
02.2021 - 03.2021
ENVIRONMENTAL
BAPTIST HOSPITAL
12.2020 - 02.2021
FRONT DESK AGENT
WOODSPRINGS SUITES
07.2019 - 11.2020
CUSTOMER SERVICE REPRESENTATIVE
ALORICA
07.2018 - 07.2019
HIGH SCHOOL DIPLOMA -
MIAMI KILLIAN HIGH
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