Donna Robinson

• Trained junior team members in customer service strategies and property policies.
• Set and managed policies for concierge services and guest relations.
• Reviewed upcoming events and planned for expected challenges.
• Maintained high employee satisfaction and performance with hands-on and collaborative style.
• Checked guests into and out of hotel.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to customer requests for products, services and company information.
• Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
• Worked flexible schedule and extra shifts to meet business needs.
• Helped customers complete purchases, locate items and join reward programs.
• Answered questions about store policies and addressed customer concerns.
• Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.

• Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Reviewed account and service histories to identify trends and issues.
• Met and exceeded productivity targets by handling every interaction with top-notch customer service.
• Assessed customer needs and upsold products and services to maximize sales.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Consulted with customers to determine best methods to resolve service and billing issues.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
• Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
• Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
• Provided customer service and issue resolution to increase QA satisfaction levels.
• Monitored daily activities of customer service team, providing guidance and encouragement to optimize productivity.
• Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
• Drove customer escalations to resolution by engaging directly with clients.
• Oversaw and assessed customer service staff activities, providing personnel with regular performance-related feedback.
• Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
• Set clear expectations and helped employees pursue optimal paths for achieving each target.
• Addressed customer inquiries to increase customer satisfaction ratings.
• Responded to in-person and online customers to improve company customer service ratings.

• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Coached employ• Completed payroll process, including leaves of absence, time off requests and department transfers.
  • Trained staff to provide excellent customer service to challenging customers.
  • Coordinated schedule to maintain appropriate staff coverage.
  • Promoted clean, safe, friendly work environment for employees and guests.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Assessed departmental operations to determine areas for customer service improvement and support.
  • Oversaw addressing of customer requests for friendly, knowledgeable service and support.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.ees through day-to-day work and complex problems.
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