Summary
Overview
Work History
Education
Skills
Additional Information
Software
Work Availability
Quote
Timeline
Hi, I’m

Ebony Peterson

Customer Success Manager
Hephzibah,GA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Charming and poised with total commitment to maintaining professional relationships to increase profitability and drive business results. Consistently recognized by management for performance excellence.

Overview

5
years of professional experience
8
years of post-secondary education

Work History

Residence Inn by Marriott
Augusta, GA

Front Desk Supervisor
04.2021 - Current

Job overview

  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Oversaw day-to-day operations of 124-room hotel with staff of 18 employees.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Input financial data and produced reports using M3.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.

Urban Outfitters Inc
Martinez, GA

Escalation Specialist
02.2018 - 05.2021

Job overview

  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Created customer support strategy to increase customer retention.
  • Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Cross-trained and provided back up for customer service managers.

Sitel
Augusta, GA

Customer Service Representative
11.2016 - 04.2017

Job overview

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Investigated and resolved accounting, service and delivery concerns.
  • Recorded actions taken, issues resolved and potent information to effectively manage customer accounts.

Husley and Blackstone
Fort Gordon, GA

Food Sanitation Specialist
05.2016 - 08.2016

Job overview

  • Removed trash and debris from work areas quickly to avoid accidents and maintain appearances.
  • Handled spills in work and common areas and used proper methods to clean and sanitize each material.
  • Washed down facility walls, floors and doors regularly with cleaning solutions and sprayers.
  • Mixed, used and properly stored hazardous chemical cleaners to reduce risk of injury or illness.

Burke County Board of Education
Waynesboro, GA

Receptionist
06.2015 - 08.2015

Job overview

  • Received and routed business correspondence to correct departments and staff members.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Corresponded with clients through email, telephone or postal mail.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.

Education

East Georgia State College
Swainsboro, GA

Bachelor of Arts from Finance
05.2020 - 05.2024

University Overview

Burke County High School
Waynesboro, GA

High School Diploma
08.2011 - 05.2015

University Overview

  • Member of National Honors Society & Beta Club

Skills

    Microsoft

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Additional Information

Additional Information
  • Willing to relocate: Anywhere, Authorized to work in the US for any employer

Software

Microsoft

Salesforce

Availability
See my work availability
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Quote

"Be yourself, but always your better self."
Karl G. Maeser

Timeline

Front Desk Supervisor
Residence Inn by Marriott
04.2021 - Current
East Georgia State College
Bachelor of Arts from Finance
05.2020 - 05.2024
Escalation Specialist
Urban Outfitters Inc
02.2018 - 05.2021
Customer Service Representative
Sitel
11.2016 - 04.2017
Food Sanitation Specialist
Husley and Blackstone
05.2016 - 08.2016
Receptionist
Burke County Board of Education
06.2015 - 08.2015
Burke County High School
High School Diploma
08.2011 - 05.2015

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Ebony PetersonCustomer Success Manager