Dora Marquez
Las Vegas,NV
Summary
Driven customer service professional with proven expertise in high-volume call centers and bilingual communication, demonstrated at MVA Solutions LLC by converting a significant percentage of calls into sales. Excelled in complaint handling and Microsoft Office, enhancing customer satisfaction and operational efficiency at Motel 6. Skilled in team leadership and leveraging computer skills to meet and exceed sales targets.
Overview
13
13
years of professional experience
Work History
Outbound/Inbound Customer Service Representative
MVA Solutions LLC
Las Vegas, NV
03.2023 - Current
- Participated actively in team meetings, contributing valuable insights into ways of enhancing customer service delivery.
- Delivered constructive suggestions to supervisor for improving outbound sales development processes.
- Executed outbound Type calls and converted Number% of calls into sales.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
Front Desk Manager
Motel 6
Wendover, UT
12.2011 - 11.2022
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Prepared weekly employee work schedules to meet operational needs.
- Entered and updated sensitive customer information during check-ins and room changes.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Education
Wendover High School
Wendover, UTSkills
- Inbound sales
- High-volume call centers
- Computer Skills
- Call center experience
- Complaint Handling
- Communicating with clients
- Language Fluency
- Bilingual
- Microsoft Word/Excel
Timeline
Outbound/Inbound Customer Service Representative
MVA Solutions LLC
03.2023 - Current
Front Desk Manager
Motel 6
12.2011 - 11.2022
Wendover High School