Charlette Evans
Troutdale,OR
Summary
Personable, well organized, detail oriented, reliable and effective problem solver. More than 27 years dedicated to providing quality customer service and contributing to company success.
Overview
38
38
years of professional experience
Work History
Customer Service/Dispatcher
The Heating Specialist
Portland, OR
03.2022 - 04.2023
- Received new service calls, prepared documentation, and assigned personnel.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Provided customers with information on available services.
- Utilized dispatch software to enter customer service calls.
- Answered phone calls and responded to customer emails.
- Invoiced service calls in QuickBooks and maintained all annual customer maintenance agreements.
Order Desk
Marion's Carpets Warehouse
Portland, OR
05.2020 - 03.2022
- Computed and created purchase orders to monitor stock levels, verify purchase requisitions and expedite customer orders.
- Maintained focus and organization to regularly complete tasks with precision, timeliness and flexibility to accommodate fluctuating assignments and emerging business trends.
- Organized and processed payables.
- Ordered products via phone, website and email.
- Updated pricing.
- Answered multi line phone and directed them to the proper person.
- General customer service.
Receptionist
Marion's Carpets Warehouse
Portland, OR
10.2014 - 05.2020
- Answered central telephone system and directed calls accordingly.
- Received and routed business correspondence to correct departments and staff members.
- Resolved customer problems and complaints.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Kept reception area clean and neat to give visitors positive first impression.
- Sorted, received and distributed mail correspondence between departments and personnel.
Reservations Agent & Manager, Revenue Manager
Marriott Corporation
Portland, Oregon
05.1985 - 01.2007
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Handled reservations and answered questions from interested patrons for busy 503-room hotel.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Utilized MARSHA to input key data into hotel's database system.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Managed a reservations call center of 5-7 reservation agents. Responsible for for their development and training. Analyzed agent report data for productivity and goal setting. Implemented new processes and systems to increase customer satisfaction and sales.
- Managed a small meetings call center servicing five hotels in the Portland area. Responded to and booked leads small meetings, involving meeting space, food and beverage and audio visual items. Monitored sales reports for goal setting and tracking revenue.
- Monitored hotel room inventory and implemented selling strategies and pricing based on demand for up to eleven hotel properties in Oregon. Analyzed group business opportunities for maximum revenue. Assisted in annual budgeting process and data entry.
Education
Business
Travel & Hospitality
Skills
Productivity and Time ManagementMotivated Team PlayerCustomer ServiceData EntryAttention to DetailVerbal and Written CommunicationMicrosoft OfficeReliable and ResponsibleProblem SolvingFriendly and EnthusiasticCustomer-Oriented
Dispatching field personnel
Experience in QuickBooks, Outlook and Corrigo Field Services Scheduling Software
Timeline
Customer Service/Dispatcher - The Heating Specialist
03.2022 - 04.2023
Order Desk - Marion's Carpets Warehouse
05.2020 - 03.2022
Receptionist - Marion's Carpets Warehouse
10.2014 - 05.2020
Reservations Agent & Manager, Revenue Manager - Marriott Corporation
05.1985 - 01.2007
Portland State University - , Business
SST Travel School - , Travel & Hospitality