Courtney Ellis
Richmond,TX
Summary
Proficient customer service representative with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker. Understand general accounting and finance concepts and works effectively on teams, as well as independently in fast paced environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Front Office Manager
Hampton Inn By Hilton
Houston, TX
05.2022 - Current
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached employees through day-to-day work and complex problems.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
Contact Center Agent
Maximus
Houston, Texas
04.2022 - 08.2022
- Helped 60 of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer requests for products, services and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Bus Driver
Alief Independent School District
Houston, TX
09.2016 - 05.2022
- Helped dispatch before and after routes
- Transported passengers safely along prescribed routes according to tight schedules.
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
- Conducted pre-trip inspections of bus for safe operation.
Premier Support Specialist
Directv
Houston, TX
05.2021 - 03.2022
- Handle wireless local number portability, relocations, combined bill support, after hours inquiries and pre-paid service
- Troubleshoot and resolve customer impacting issues such as but not limited to: voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing
- Assist customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of DIRECTV provided software & applications
- Proactively engage T3 support to address & resolve issues
- Remain proficient in all billing, rate plan and feature matters.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Maintained energy and enthusiasm in fast-paced environment.
Night Auditor/Front Desk Clerk
Hampton by Hilton
Houston, TX
06.2020 - 06.2021
- Responsible for assisting guests with overnight requests and balancing accounts from day shift
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Cashier
Wal Mart
Greenville, MS
06.2011 - 01.2014
- Welcomed customers into store and helped them locate items
- Handled all customer relations issues in gracious manner and in accordance with company policies
- Completed all point of sale opening and closing procedures, including counting contents of cash register
- Cleaned and organized store, including checkout desk and displays
- Stocked and replenished merchandise according to store merchandising layouts
- Operated cash register for cash, check and credit card transactions.
Cashier
Kmart
Greenville, MS
08.2007 - 03.2010
- Operated cash register for cash, check and credit card transactions with 100% accuracy
- Cleaned and organized store, including checkout desk and displays
- Welcomed customers into store and helped them locate items
- Completed all point of sale opening and closing procedures, including counting contents of cash register.
Education
High School Diploma -
O'bannon High School
Greenville, MS05.2009
Skills
- Retail sales
- CDL-B
- Certifications and Licenses
- Oral and Writing Communication
- Guest Registration
- Office Management
- CRM Software
- Multi-Tasking Skill
- DOT Requirements
Certification
Commercial Driver's License (CDL) Class B Expires: September 2029 State: TX Endorsements: P (Passenger vehicles) - S (School bus))
Timeline
Front Office Manager
Hampton Inn By Hilton
05.2022 - Current
Contact Center Agent
Maximus
04.2022 - 08.2022
Premier Support Specialist
Directv
05.2021 - 03.2022
Night Auditor/Front Desk Clerk
Hampton by Hilton
06.2020 - 06.2021
Bus Driver
Alief Independent School District
09.2016 - 05.2022
Cashier
Wal Mart
06.2011 - 01.2014
Cashier
Kmart
08.2007 - 03.2010
High School Diploma -
O'bannon High School
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