Chyvonne Clinton
Madison,Alabama
Summary
Experienced Customer Service professional with extensive experience managing and supporting teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training. Seeking to utilize this experience accompanied with leadership qualities to acquire a position where my experience and accomplishments contribute to the development of the organization and professional development.
Overview
14
14
years of professional experience
Work History
Night Auditor
Home2 Suites By Hilton / Hampton Inn Suites
03.2024 - Current
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Monitored security cameras and conducted regular walk-throughs to ensure property security.
- Provided guests with information about local attractions and services, enhancing their stay experience.
Retention Team Supervisor
DirecTV Customer Care Group
01.2022 - Current
- Lead and directed a team of 15-21 agents to exceed performance metrics and customer experience.
- Hosted coaching sessions to implement development plans to exceed performance metrics.
- Facilitated team strategy meetings to share best practices identify trends and improve performance.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Reduced employee turnover rate by fostering a supportive and positive work atmosphere.
Night Auditor
Hilton Garden Inn
03.2021 - 09.2023
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthroughs.
Assistance Queue Team Supervisor
AT&T Entertainment Group
10.2018 - 01.2022
- Lead and directed a team of 20-30 customer supervisors that supported both internal and external customers.
- Recruited/Hired/Trained supervisors to improve internal customer experience.
- Maintained relationships with site leadership and department heads to impact site performance
- Constructed and delivered Excel reports on call center performance
- Hosted bi-weekly conference calls with call type leaders and peers to strategize on performance and share best practices
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Nesting Team Supervisor
AT&T Entertainment Group
04.2016 - 10.2018
- Recruiting/Interviewing/Hiring potential candidates for AT&T
- Conducting interactive activities to establish productive relationships with DirecTV personnel.
- Established New Hire Report Card Process to check understanding and identify trends-decrease new hire churn by 10% in 2017.
- Completing HR responsibilities to finish the New Hire onboarding process and reviewing payroll information.
- Plan/Facilitate strategy meetings to obtain key performance metrics goals.
- Measuring key performance indicators to identify trends in the new hire process and strategize a solution.
- Creating/Facilitating training material for new hires to understand call center behaviors/policies/systems/and metrics
- Constructs and delivers Excel reports on call center performance
- 2017 Management Development Program Graduate
Change Agent
DirecTV Customer Care Group
04.2016 - 10.2018
- Facilitated training sessions with DirecTV personnel regarding time management, team strategies and analyzing metrics.
- Developed project objectives and methods to track performance change in customer experience
- Established business communications to DirecTV personnel regarding updates and changes in policy.
- Build and maintained an environment of 360-degree feedback to improve customer experience.
- Performed data analysis to create a step change in performance metrics and customer experience
- Set aspirational goals beyond current comfort zone for self and organization
Retention Team Supervisor
DirecTV Customer Care Group
02.2014 - 04.2016
- Lead and directed a team of 15-21 agents to exceed performance metrics and customer experience.
- Hosted coaching sessions to implement development plans to exceed performance metrics.
- Facilitated team strategy meetings to share best practices identify trends and improve performance.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Reduced employee turnover rate by fostering a supportive and positive work atmosphere.
Customer Service Representative
DirecTV Customer Care Group
06.2012 - 02.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Assistance Queue Team Manager
DirecTV Customer Care Group
10.2011 - 12.2013
- Lead and directed a team of 20-30 customer supervisors that supported both internal and external customers.
- Recruited/Hired/Trained supervisors to improve internal customer experience.
- Special Project: Peer Leader Development Program May 2013 - August 2013
- Hosted coaching sessions to implement development plans to exceed both internal & external customer experience.
- Designed and implement a supervisor incentive structure to account for both individual & site performance.
- Constructed and delivered Excel reports on call center performance
- Mentored/Trained 7 new Team Managers from my direct reports.
Education
Bachelor of Arts - Communications
Alabama A&M University
Normal, AL12-1999
Skills
- Strong Work Ethic
- Self-Motivated
- Effective Communication
- Time Management
- Leadership
- Critical Thinking
- Strategic Planning
- Conflict Resolution
- Collaboration
- Team Engagement
- Adaptability
- Problem-solving
2017 and 2019 Customer Service Excellence Award Winner
I received the Customer Service Excellence Award for 2017 and 2019, for providing outstanding customer service.
Timeline
Night Auditor
Home2 Suites By Hilton / Hampton Inn Suites
03.2024 - Current
Retention Team Supervisor
DirecTV Customer Care Group
01.2022 - Current
Night Auditor
Hilton Garden Inn
03.2021 - 09.2023
Assistance Queue Team Supervisor
AT&T Entertainment Group
10.2018 - 01.2022
Nesting Team Supervisor
AT&T Entertainment Group
04.2016 - 10.2018
Change Agent
DirecTV Customer Care Group
04.2016 - 10.2018
Retention Team Supervisor
DirecTV Customer Care Group
02.2014 - 04.2016
Customer Service Representative
DirecTV Customer Care Group
06.2012 - 02.2014
Assistance Queue Team Manager
DirecTV Customer Care Group
10.2011 - 12.2013
Bachelor of Arts - Communications
Alabama A&M University