Cynthia Williams-Johnson
Memphis,TN
Summary
Focused professional with several years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
32
32
years of professional experience
1983
1983
years of post-secondary education
1
1
Certification
Work History
Customer Service Supervisor
The Westin Hotel
Memphis, TN
02.2008 - Current
- Supervised front desk operations during peak hours ensuring smooth guest check-in.
- Trained new staff on customer service standards and hotel policies.
- Resolved guest complaints promptly to enhance overall satisfaction levels.
- Managed guest check-in operations, enhancing efficiency and customer satisfaction.
- Monitored performance metrics to identify areas for service improvement.
- Implemented training sessions focused on effective communication and problem-solving skills.
- Assisted management in developing strategies to improve guest experience initiatives.
- Collaborated with housekeeping and maintenance teams for timely room readiness updates.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Answered phone calls and responded to questions and concerns.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Monitored phone calls to promote better service and provide feedback.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Drove positive customer satisfaction levels by providing successful training to associates.
- Assisted in developing training materials for new hires as well as existing employees.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Trained new customer service representatives on company policies and procedures.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer complaints or answered customers' questions.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
Lead Front Desk Agent
Hertz Rental Car
Memphis, Tn
09.1993 - 01.2022
- Managed daily front desk operations and ensured smooth customer service flow.
- Coordinated vehicle rentals and returns while maintaining accurate records.
- Assisted customers with inquiries and resolved issues promptly and effectively.
- Trained new front desk staff on procedures and customer service standards.
- Communicated with maintenance teams to address vehicle readiness and cleanliness.
- Monitored inventory levels of rental vehicles to ensure availability for customers.
- Resolved customer complaints in a professional manner.
Education
Bunceton High School
Bunceton, MoSkills
- Customer service
- Staff training
- Performance monitoring
- Complaint resolution
- Process improvement
- Operational efficiency
- Communication skills
- Empathy and patience
Certification
- Certificate, Travel and Tourism
Accomplishments
- Associate of the month, Volunteer of the Month
References
References available upon request.
Timeline
Customer Service Supervisor
The Westin Hotel
02.2008 - Current
Lead Front Desk Agent
Hertz Rental Car
09.1993 - 01.2022
Bunceton High School
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