Friendly professional with a background overseeing guest issues with amazing tact and concern. A courteous Guest Services Associate promoting exemplary talents in checking in guests and effectively representing the company brand.
Overview
10
10
years of professional experience
Work History
Guest Services Associate
Firehouse Subs Corporate Office
02.2022 - Current
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Handled customer inquiries and suggestions courteously and professionally.
Answered constant flow of customer calls with minimal wait times.
Updated account information to maintain customer records.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Exhibited high energy and professionalism when dealing with clients and staff.
Met customer call guidelines for service levels, handle time and productivity.
Fraud Analyst
Citibank
12.2020 - 06.2021
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Performed risk assessments to determine level of fraud risk and prioritize investigations.
Evaluated customer data to identify and prevent fraudulent activities.
Analyzed large amounts of data to find patterns of fraud and anomalies.
Care Coordinator
One Call Care Management
03.2019 - 08.2020
Used company software and databases to maintain records of services to be performed for worker's comp patients and patient conditions.
Monitored, tracked, and conveyed important patient information to healthcare staff, nurse case managers, and adjusters to help optimize treatment planning and care delivery.
Built strong relationships with clients to deliver emotional support during their difficult time.
Performed inbound and outbound calls to patients, nurse case managers, facilities, and adjuster's to schedule patients promptly and according to adjuster's notes.
Follows HIPPA
Reviews medical documents thoroughly in order to provide injured worker with the best care.
Client First Customer Service Representative
Citibank
02.2018 - 06.2018
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Responded to customer calls and emails to answer questions about products and services.
Utilized active listening skills to identify customer needs and provide appropriate solutions.
Maintained and managed customer files and databases.
Communicated with clients regarding account services, statements, and balances.
Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Collaborated with other departments to develop ways to increase customer satisfaction.
Manager
Firehouse Subs
03.2017 - 02.2018
Managed and motivated employees to be productive and engaged in work.
Accomplished multiple tasks within established timeframes.
Maintained professional, organized, and safe environment for employees and patrons.
Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Cross-trained existing employees to maximize team agility and performance.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Experience Coordinator
Cortello Hair Salon
08.2016 - 03.2017
Greeted and assisted clients with check-in procedures.
Provided excellent customer service to clients via phone, email, and social media.
Engaged with clients to provide critical information regarding their appointments.
Answered incoming calls, scheduled appointments and stocked salon products.
Manage front desk tasks, including but not limited to updating client records and hair formulas.
Processed payments using cash and credit cards, maintaining accurate records of transactions.
Crew Member
Firehouse Subs
03.2013 - 05.2015
Worked front counter, back of house, and other areas.
Provided excellent customer service by greeting customers and meeting quality expectations.
Addressed guest needs, questions, or concerns to create optimum experience onboard.
Worked well with teammates and accepted coaching from management team.
Reported to each shift in a timely manner.
Operated cash register to ring up final bill and process various forms of payment.
Collaborated with team members to complete orders.