Dena Abel
Lehi,UT
Summary
Customer-focused customer service professional with strong inbound and outbound call center experience. Skills include a demonstrated competency in Windows applications, keyboarding proficiency and use of automated systems. Articulate with excellent verbal and written communication skills. Diplomatically resolve customer complaints and diffuse tension to ensure customer retention. Highly organized, efficient and communicative Liaison Officer with strong background coordinating business operations with internal and external stakeholders. Effective in serving as middle person in streamlining processes, resolving issues and improving communications.
Overview
26
26
years of professional experience
1
1
Certificate
Work History
Resolutions Services Liaison
Marriott Vacation Club Owner Services
04.2004 - Current
- Provide effective and timely resolution of a range of customer inquiries and build customer satisfaction and loyalty
- Strive for one-call resolution of customer issues
- Complete ongoing training to stay abreast of product, service and policy changes
- Strike a positive and cooperative tone with both customers and coworkers
- Demonstrate best judgment in the disbursement of adjustments and credits
- Increase the customer experience by providing information on new products and services through up selling opportunities.
- Managed complex schedules to coordinate travel, meetings, and events for executive leadership teams.
- Increased overall productivity by streamlining internal processes and introducing new tools for more efficient workflow management.
- Solved conflicts and addressed issues that occurred between other entities and business.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
Administrative Assistant
Rocky Mountain Turf
01.1999 - 04.2004
- Managed multiple priorities and maintained effective results in a quota-driven workplace
- Responded to customer inquiries and requests and resolved issues efficiently and professionally
- Exercised strong interpersonal communication skills with customers and department personnel
- Accepted assignments with an open, cooperative, positive and team-oriented attitude.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
Education
Associates of Applied Science Degree - Business Management
Utah Valley Community College
Orem, UT06.1992
High School Diploma -
Payson High School
Payson, UT05.1988
Skills
- Technical knowledge
- Influencing skills
- Assertiveness
- Assessment capabilities
- Mediation skills
- Verbal and written communication
- Performance reporting
- Goal Setting
- Issue Resolution
- Problem-solving abilities
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of staff members.
- Documented and resolved customer issues which led to win/win situation for both customer and company.
- Supervised team of 30 staff members.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- ACE - Adobe Certified Expert, Photoshop
- Sales Essentials Certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Resolutions Services Liaison
Marriott Vacation Club Owner Services
04.2004 - Current
Administrative Assistant
Rocky Mountain Turf
01.1999 - 04.2004
Associates of Applied Science Degree - Business Management
Utah Valley Community College
High School Diploma -
Payson High School
Similar Profiles
Maureen Rebeca VrolijkMaureen Rebeca Vrolijk
Revenue manager Marriott’s Aruba Ocean club and Marriott’s Aruba Surf club at Plant NV. Marriott Hotel, Marriott Vacation ClubRevenue manager Marriott’s Aruba Ocean club and Marriott’s Aruba Surf club at Plant NV. Marriott Hotel, Marriott Vacation Club
SODNET MASSILLONSODNET MASSILLON
MAINTENANCE TECHNICIAN ENGINEER at MARRIOTT RESORT VACATION CLUBMAINTENANCE TECHNICIAN ENGINEER at MARRIOTT RESORT VACATION CLUB
Teresita LaraTeresita Lara
Administrative Assistant at Marriott Vacation ClubAdministrative Assistant at Marriott Vacation Club
Lindsey WalkerLindsey Walker
Event Manager at Lindsey Walker Designs/SelfEvent Manager at Lindsey Walker Designs/Self
Duncan WilliamsDuncan Williams
Automotive Detailer at Enterprise Car RentalAutomotive Detailer at Enterprise Car Rental