De'Anna Thompson
Austin,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
3
3
years of post-secondary education
9
9
years of professional experience
Work History
Customer Service Representative
Austin Energy 311
Austin, TX
09.2022 - 03.2024
- Assisted customers with product inquiries and resolved concerns effectively.
- Processed transactions accurately at the point of sale.
- Maintained knowledge of store promotions and product offerings.
Customer Service Representative
Walmart
Austin, TX
02.2021 - 12.2021
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues to enhance customer satisfaction
- Handled high volume of incoming calls and emails, consistently meeting performance metrics for response time and resolution
- Managed customer inquiries through phone and online channels effectively.
- Resolved service issues by coordinating with technical teams promptly.
- Documented customer interactions in the CRM system accurately.
Front Desk Concierge
The Watermark at South Park meadows
Austin, TX
10.2019 - 12.2021
- Greeted and welcomed guests in a professional and friendly manner, providing exceptional customer service
- Managed guest check-ins and check-outs efficiently, ensuring accuracy of information and timely processing
- Answered phone calls promptly, addressing inquiries and resolving issues to maintain high levels of guest satisfaction
- Scheduled and coordinated appointments for guests with hotel amenities including spa services, dining reservations, and transportation arrangements to enhance their overall experience
- Assisted guests with special needs by coordinating with departments to fulfill requests and ensure comfort and satisfaction throughout their stay
- Collaborated with housekeeping to prioritize room cleaning based on guest preferences and arrival/departure times, optimizing readiness for incoming guests
- Coordinated with security personnel to monitor access control systems ensuring only authorized individuals entered restricted areas of the hotel premises
- Assisted in training new front desk staff members on standard operating procedures (SOPs) related to customer service excellence and efficient operations management
Bartender
Terminal 6
Austin, TX
10.2017 - 01.2021
- Crafted and served diverse cocktails, beers, and wines to enhance patron experience in fast-paced bar environment
- Maintained cleanliness and organization of bar area to ensure compliance with health and safety regulations, fostering a safe environment for patrons
- Maintained cleanliness and organization of the bar area, ensuring compliance with health and safety regulations
- Handled cash transactions and processed payments accurately using POS system, contributing to smooth bar operations
Airport Ramp Agent
Alligent
Austin, TX
12.2018 - 04.2020
Host
Joy east buffet
Austin, TX
05.2015 - 03.2017
- Greeted and welcomed guests upon arrival, providing a warm and friendly atmosphere
- Managed guest reservations and seating arrangements efficiently, ensuring smooth flow of service
- Provided accurate wait time estimates to guests, minimizing customer dissatisfaction
- Resolved guest complaints or concerns promptly and professionally, ensuring high levels of customer satisfaction
- Maintained organized and clean host stand area, supporting efficient guest flow
- Coordinated special requests and accommodations, ensuring guest satisfaction and comfort
- Collaborated with servers and bussers to maintain efficient table turnover rate during peak hours
- Effectively communicated with the kitchen staff to ensure timely delivery of food orders
- Built strong relationships with regular customers, personalizing their dining experience to enhance loyalty
Education
High School diploma -
Austin High School
Austin, TX 06.2014 - 06.2017
Skills
- Customer service
- Customer inquiry handling
- Customer engagement
- Product knowledge
- Transaction processing
- Front desk
- Appointment scheduling
- Meeting scheduling
- Event planning
- Guest relations
- Administrative experience
- Team management
- Microsoft Office
- Microsoft Excel
- Microsoft Access
- Google Workspace
- Google Docs
- Spreadsheet data validation
- Email communication
- Virtual meetings
- Phone answering
- Computer operation
- Data entry
- Mobile devices
- Hospitality
- Restaurant Experience
- Food service
- Time management
- File organization
- Correspondence management
- Customer support optimization
- Appointment scheduling
Languages
English
Timeline
Customer Service Representative
Austin Energy 311
09.2022 - 03.2024
Customer Service Representative
Walmart
02.2021 - 12.2021
Front Desk Concierge
The Watermark at South Park meadows
10.2019 - 12.2021
Airport Ramp Agent
Alligent
12.2018 - 04.2020
Bartender
Terminal 6
10.2017 - 01.2021
Host
Joy east buffet
05.2015 - 03.2017
High School diploma -
Austin High School
06.2014 - 06.2017