Deidra Barbour
Norfolk,VA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Alorica
09.2019 - Current
- Assisted inbound and outbound customers with a warm and professional attitude
- Process credit card disputes
- Assisted customers with questions
- Performed data entry for customer information
Front Office Manager
Hampton Hilton
11.2018 - 09.2019
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Monitored customer service trends and provided insights to management team for further improvement.
Customer Service Representative /Inside Sales Coordinator
Crowne Plaza Hampton Marina Hotel
12.2017 - 11.2018
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
- Delivered superior customer service to retain existing customers and attract future customers.
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving [Number]% of issues.
Guest Services Representative
Marriott City Center
03.2016 - 10.2017
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Documented problems and corrective actions to maintain records.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Suggested additional services to customers in order to meet upsell goals.
- Suggested add-on services that would be helpful to customers and improve bottom line.
Guest Service Representative
Holiday Inn
02.2010 - 02.2016
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Answered hotel phones with professionalism and directed calls appropriately.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Customer Service Representative
Holiday Inn
02.2010 - 02.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Associate of Arts - Medical Assistant
Kee Business College
Newport News, VA09.2000
High School Diploma -
Bethel High School
06.1999
Skills
- POS Systems and Ordering Platforms
- Customer Relationship Management
- Problem-Solving Ability
- Call Triaging
- Quality Assurance Controls
- Retail Sales Customer Service
- Critical Thinking
- Materials Transport
- Lotus Notes
Microsoft Word, Excel, Powerpoint. Office Teams, Outlook Social Media Platforms, Online Payments
Proficient in MS Word, Excell, Powerpoint, Outlook, Teams and several Social Media platforms.
Timeline
Customer Service Representative
Alorica
09.2019 - Current
Front Office Manager
Hampton Hilton
11.2018 - 09.2019
Customer Service Representative /Inside Sales Coordinator
Crowne Plaza Hampton Marina Hotel
12.2017 - 11.2018
Guest Services Representative
Marriott City Center
03.2016 - 10.2017
Guest Service Representative
Holiday Inn
02.2010 - 02.2016
Customer Service Representative
Holiday Inn
02.2010 - 02.2016
Associate of Arts - Medical Assistant
Kee Business College
High School Diploma -
Bethel High School
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