Summary
Overview
Work History
Education
Skills
Timeline
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Chelsea Poarch

Remote Worker,TN

Summary

Professional Customer Service and Guest Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing a large volume of outbound and inbound calls in a busy, fast-paced environment. Strong leader and problem-solver dedicated to building and maintaining relationships with customers.

Overview

10
10
years of professional experience

Work History

Independent Contractor

Uber Eats | Instacart
10.2023 - Current
  • Completed on-time food/grocery deliveries by choosing best and most efficient routes
  • Verified orders prior to completing deliveries to avoid customer complaints
  • Contacted customers via phone calls or texts messages to communicate if there were any issues with the orders
  • Gold Star Instacart Shopper with over 350 orders completed with a 5 star customer rating
  • 90% satisfaction rating on 450 orders by customers and business owners

Guest Service Agent

Hampton by Hilton
01.2023 - 11.2023
  • Assist with reservations over phone, in person and via computer for guests and provided confirmation information
  • Managed 20+ emails and hotel chat assistance messages, promptly and appropriately handled needs
  • Maximized revenue by upselling room upgrades and additional services.
  • Greeted visitors and customers upon arrival, helped and answered questions to build rapport and retention
  • Calculated billings and posted charges to customer accounts, reviewing charges with guests promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Used internal software to process reservations, check-ins and check-outs
  • Answered 30+ calls a day on a multi-line phone system and greeted callers enthusiastically

Guest Service Agent

Clarion Inn And Suites by Choice Hotels
01.2020 - 04.2020
  • Received reservations over phone, in person and via computer for guests and provided confirmation information
  • Answered 20+ emails and hotel chat assistance messages, promptly and appropriately handled needs
  • Maximized revenue by upselling room upgrades and additional services.
  • Greeted visitors and customers upon arrival, helped and answered questions to build rapport and retention
  • Calculated billings and posted charges to customer accounts, reviewing charges with guests promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Used internal software to process reservations, check-ins and check-outs
  • Answered 30+ calls on a multi-line phone system and greeted callers enthusiastically

Independent Contractor

DoorDash
10.2019 - 01.2020
  • Completed on-time food deliveries by choosing best and most efficient routes
  • Verified orders prior to completing deliveries to avoid customer complaints
  • Contacted customers via phone calls or texts messages to communicate if there were any issues with the orders

Reservations Agent

Cabins USA
03.2019 - 10.2019
  • Answered incoming phone calls/emails and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
  • Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
  • Provided customers with information about availability and pricing
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
  • Handled billing information over phone
  • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests from cabin guests.

Customer Service Representative

Sykes Enterprises
01.2019 - 03.2019
  • Call Center for an accounting software, Quickbooks
  • Answer 40+ phone calls per day to assist customers with their customer account, sell products, troubleshoot problems, and do chats
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concern
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Responded to customer requests for products, services and company information
  • Provided primary customer support to internal and external customers.
  • Offered software-related technical support through various communications channels.

Education

High School Diploma -

Sevier County High School
Sevierville, TN
05.2014

Skills

  • 40 words per minute
  • Averaged 30-60 calls per day
  • Self-motivated
  • Time Management
  • Multiple Programs and Database Skills, Microsoft Office
  • Proficient in Mathematics
  • Sales & Marketing Strategies
  • High Call Volume
  • Fast Paced Environment
  • Independent Problem Solver
  • Tech-savvy
  • Problem Solving, Written, Listening and Verbal Communication Skills
  • Professionalism and Strong Interpersonal Skills

Timeline

Independent Contractor

Uber Eats | Instacart
10.2023 - Current

Guest Service Agent

Hampton by Hilton
01.2023 - 11.2023

Guest Service Agent

Clarion Inn And Suites by Choice Hotels
01.2020 - 04.2020

Independent Contractor

DoorDash
10.2019 - 01.2020

Reservations Agent

Cabins USA
03.2019 - 10.2019

Customer Service Representative

Sykes Enterprises
01.2019 - 03.2019

High School Diploma -

Sevier County High School

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Chelsea Poarch