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
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
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
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