Summary
Overview
Work History
Education
Skills
Work Preference
Timeline
Generic
Elaine Houts

Elaine Houts

Sioux City,IA

Summary

Resourceful Inbound Call Center Representative recognized for high productivity and efficiency in task completion. Excel in customer service, problem-solving, and communication skills. Navigate complex customer inquiries with ease and maintain calm under pressure. Bring empathy, active listening, and patience to every interaction, ensuring customer satisfaction and support.

Friendly Inbound Call Center Representative with many years of experience using company policies and practices to establish professional and positive relationships with customers. Self-directed and hardworking individual possessing outstanding phone demeanor and excellent data entry abilities. Organized multitasker dedicated to actively contributing to organizational growth.

Overview

38
38
years of professional experience

Work History

Inbound Call Center Representative

MCI Communications
05.2021 - 06.2024
  • Developed strong relationships with existing customers through proactive outreach via telephone conversations and emails.
  • Maintained records of customer interactions and transactions for future reference.
  • Followed up with customers to ensure their requests were addressed properly.
  • Provided accurate information about products or services to customers.
  • Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
  • Assessed customer needs and provided solutions to resolve their issues in a timely manner.
  • Identified and escalated priority issues as needed.
  • Developed strong relationships with customers through effective communication skills.
  • Performed call backs to customers as necessary for further assistance or clarification on inquiry topics.
  • Researched required information using available resources.
  • Identified consumer needs, clarified information and researched issues to provide alternative solutions.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Consulted with customers to resolve service and billing issues.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Tur Pac

Production Worker
02.2019 - 03.2021
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Recognized by management for providing exceptional customer service.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Identified needs of customers promptly and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Completed day-to-day duties accurately and efficiently.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked effectively in team environments to make the workplace more productive.

Housekeeping Cleaner

Mercy Hospital
09.1995 - 04.1999
  • Partnered with team members to boost daily productivity.
  • Built effective communication channels with diverse departmental teams to enhance operational synergy.
  • Reported maintenance issues encountered in rooms or common areas to management for prompt resolution.
  • Enhanced cleanliness ratings by consistently surpassing housekeeping standards.
  • Encouraged dialogue with supervisors to identify areas for improvement in housekeeping operations.

Housekeeping Supervisor

Super 8 Motel
03.1986 - 06.1993
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Communicated repair needs to maintenance staff.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Worked with front desk to respond promptly to all guest requests.
  • Trained and mentored all new personnel to maximize quality of service and performance.
  • Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
  • Completed schedules, shift reports, and other business documentation.
  • Increased employee performance through effective supervision and training.
  • Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
  • Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
  • Enhanced team productivity by providing comprehensive training on proper cleaning techniques and equipment use.
  • Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
  • Provided ongoing feedback and support to housekeeping staff, fostering a culture of continuous improvement and professional development.
  • Cultivated open lines of communication between management and housekeeping staff, facilitating efficient problem-solving when issues arose.
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Streamlined housekeeping processes for increased efficiency by implementing a new inventory management system.
  • Assisted in recruitment efforts by conducting interviews and making hiring recommendations based on candidate qualifications relevant to the role requirements.
  • Implemented safety protocols for handling hazardous materials, reducing workplace accidents and ensuring compliance with OSHA regulations.
  • Managed scheduling, payroll, and performance evaluations for housekeeping staff, fostering a positive work environment that encouraged professional growth.
  • Enhanced guest experience by promptly addressing and resolving any housekeeping-related complaints.
  • Enhanced appearance of public areas, implementing detailed deep-cleaning schedule.
  • Fostered culture of respect and teamwork, leading by example and addressing conflicts promptly.
  • Collaborated with front desk to prioritize room cleaning based on guest arrivals and departures, improving overall efficiency.
  • Conducted regular safety drills, ensuring all staff were prepared for emergency situations.
  • Developed comprehensive training manual for new hires, significantly reducing onboarding time.
  • Achieved high standards of hygiene in common areas and guest rooms, following up-to-date health and safety protocols.
  • Streamlined scheduling process, accommodating both employee preferences and operational requirements.
  • Upheld hotel's reputation for cleanliness, consistently receiving positive feedback in guest surveys.
  • Optimized room turnaround times, allowing for earlier check-ins and enhancing guest satisfaction.
  • Trained and mentored new staff on cleaning and safety protocols.
  • Implemented daily, weekly and monthly cleaning routines for staff to follow.
  • Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
  • Evaluated employee performance and developed improvement plans.

Education

Associate of Science - Psychology/Social Worker

Stratford University
Falls Church, VA
09-2004

Skills

  • Telemarketing expertise
  • Inbound sales
  • System documentation
  • Call management software
  • Product knowledge
  • Empathy and patience
  • Documentation and reporting
  • Typing skills
  • Room cleaning
  • Customer care
  • Positive attitude
  • Honesty and integrity
  • Friendly communication
  • Housekeeping

Work Preference

Work Type

Full TimePart TimeInternshipGig Work

Location Preference

Remote

Timeline

Inbound Call Center Representative

MCI Communications
05.2021 - 06.2024

Tur Pac

Production Worker
02.2019 - 03.2021

Housekeeping Cleaner

Mercy Hospital
09.1995 - 04.1999

Housekeeping Supervisor

Super 8 Motel
03.1986 - 06.1993

Associate of Science - Psychology/Social Worker

Stratford University

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