Dawnette Daley
Miami,FL
Summary
Experienced Customer Service Representative brings 10 + years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
20
20
years of professional experience
Work History
Global Sales and Customer Care Rep
Marriott International
Miami, FL
12.2014 - 07.2024
- Expertly navigate Marsha, Passkey and Engage in Marriott Systems for different properties and locations. Processing all reservation requests, changes, upgrades, and cancellations received by phone, fax, or email
- Develop and maintain positive working relationships with others; support the team to reach common goals; listen and respond appropriately to the concerns of other employees
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Follow sales techniques to maximize revenue
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets
- Experience in assisting guests with the Marriott and Ritz Carlton Rewards loyalty program, discussing points to the guest, as well as assisting with the categories/tiers
- Cross-functional skills to assist new employees in transitioning smoothly to increase company’s revenue through.
Cashier/Food Service
Compass Group USA
12.2010 - 12.2014
- Processing customers Transactions in a timely manner
- Making end of day deposit to the bank, Restocking snack area and keeping it clean
- Maintaining adequate cash in the cash drawer
- Answer phone calls and greet customers.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Customer Service Representative
Interval International
Miami, FL
01.2006 - 09.2009
- Resolved Customer Problems with timeshare units.
- Renewing membership fees
- Banking timeshare week in system for exchnaging
- Make reservations of date of exchanging timeshare unit
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Precision Response Corporation
Miami, FL
01.2004 - 01.2006
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Handling Customer Service calls for Directv / Troubleshooting responsibilities
- Assisting customers in bill adjustments / adjusting & updating billing information.
- Promoting company product and services / Placing orders & upgrading existing customers.
- Maintaining general office duties / Clerical duties / Updating files &Data Entry.
Education
Business Software Applications I And II
Robert Morgan Technical College
Miami, FLAssociates Degree - Paralegal and Legal Assistant
City College
Miami, FL01.2005
Skills
- Email correspondence
- Payment Processing
- Customer Service
- Data Entry
- Attention to Detail
- Active Listening
- Multitasking
- Problem Resolution
- CRM Software
- Time Management
- Problem Solving
- Call Center Experience
- Security verification
- Telephone Etiquette
- Customer Retention
- Call Documentation
- De-Escalation Techniques
- Sales and Upselling
- Remote Office Availability
- Decision-Making
- Self Motivation
- Computer Skills
- Understanding Customer Needs
- Reliability
- Teamwork and Collaboration
- Cross-Functional Collaboration
- Microsoft Office
- Office equipment proficiency
References
Provided upon demand.
Timeline
Global Sales and Customer Care Rep
Marriott International
12.2014 - 07.2024
Cashier/Food Service
Compass Group USA
12.2010 - 12.2014
Customer Service Representative
Interval International
01.2006 - 09.2009
Customer Service Representative
Precision Response Corporation
01.2004 - 01.2006
Business Software Applications I And II
Robert Morgan Technical College
Associates Degree - Paralegal and Legal Assistant
City College