Crystal Chapa

• Increased customer satisfaction by addressing and resolving complaints in a timely manner.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Enhanced company reputation by providing exceptional customer service and support.
• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
• Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
• Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
• Delivered CARES model to customers and peers
• Researched, analyzed and owned calls that were unable to be resolved on the first levels of support
• Stayed diligent when mitigating risk for incoming calls

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Passionate about learning and committed to continual improvement.
• Managed time efficiently in order to complete all tasks within deadlines.
• Organized and detail-oriented with a strong work ethic.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Developed and maintained courteous and effective working relationships.

I started with PNC in Sep and made it to destination team by December. In my customer service call center role I worked successfully as part of a team and assisted my team with questions and provided pnp resources to assist them on their calls. I also assisted my TL with Quickstart meetings with our team when she was unavailable. By February I had exceeded expectations providing exceptional customer service and resolving issues in a timely manner with knowledge and expertise. I was then offered a special project to handle escalated call backs in an effort to reduce the overflow of complaints, I'm happy to say I exceeded the amount of call backs that I was assigned and helped our team exceed goal. In March I was offered an Interim TL position.

• Provided exceptional customer service
• Handled escalated calls and was trained extensively on how to handle and deescalate calls
• Toggling between multiple screens and systems to provide a resolution in a timely manner
• Demonstrating Active listening
• Taking ownership of the call
• Helped the customer's technical issues in a timely manner
• Educated the customer on self service options and how to prevent certain situations in the future
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Educated customers on special pricing opportunities and company offerings.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Expressing thanks to the customer and building rapport throughout the call

• Posted charges, updated accounts and issued bills to departing guests.
• Coordinated with internal departments to handle wide range of guest needs.
• Stayed current on local attractions and special events to help guests with entertainment options.
• Monitored reservations to track incoming parties and special events.
• Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
• Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
• Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
• Secured guest valuables in main safe or individual boxes.
• Provided property details to patrons, including dining areas, pool, spa and fitness center.
• Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
• Arranged special accommodations for guests to maintain optimal satisfaction
• Assisted with administrative tasks, including filing, answering phones and emails.
• Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
• Managed all front desk operations for busy high-volume hotel.

• Posted charges, updated accounts and issued bills to departing guests.
• Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
• Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
• Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
• Provided property details to patrons, including dining areas, pool, spa and fitness center.
• Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
• Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
• Pleasantly answered phone calls and routed to proper guest or department.