Elizabeth Brown
10640 North Mccarran Blvd Reno ,NV
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
PNC Bank
Pittsburg, PA
10.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a promptly matter.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Customer Service Representative
Best Buy Health
Reno , NV
04.2021 - Current
- Assisted customers with account payments and tailored payment plan options, ensuring timely resolutions and improved customer satisfaction.
- Proactively addressed customer complaints and inquiries, streamlining the resolution process to enhance efficiency and customer experience.
- Delivered exceptional service to both new and long-term customers by actively listening to their concerns and implementing effective, personalized solutions.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
Night Auditor
Renaissance Hotel
Reno, NV
01.2020 - Current
- Managed night audit responsibilities, including verifying daily room occupancy, reviewing hotel revenue, and ensuring accurate financial reporting.
- Assisted guests with smooth check-in and check-out procedures, delivering courteous and professional service to enhance guest satisfaction.
- Audited and balanced daily cash and credit transactions, resetting the register and preparing for the next day's operations.
- Handled late check-ins, provided detailed information on hotel amenities such as dining, spa hours, and room service, ensuring guests had an exceptional experience.
- Updated nightly room rates and charges, ensuring accurate billing and processing.
- Executed end-of-day computer functions, closing out reports, and submitting detailed financial summaries for review by management.
- Assisted with the preparation of daily bank deposits for all departments within the hotel.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
Front Desk Manager
Hampton Inn & Suites Hotel
Sparks, NV
10.2018 - 12.2019
- Greeted guests upon arrival and checked them in to their rooms.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Organized daily room assignments and ensured all necessary paperwork was completed accurately.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Assisted with training new staff members on front desk procedures and policies.
Customer Service Agent Remote
Aspire2 International
Pall City, AL
03.2017 - 09.2018
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Tracked orders from placement to delivery using internal systems.
- Collaborated with other departments such as logistics and sales to resolve customer issues.
- Identified opportunities to improve customer service processes and procedures.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
Front Office Manager
Hampton Inn By Hilton
Trussville , AL
06.2017 - 03.2018
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
PBX Operator/Front Desk Agent
Grand Bohemian Hotel
Mountain Brook, AL
10.2015 - 06.2017
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Posted charges, updated accounts and issued bills to departing guests.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Responded to inquiries and room requests made online, by phone or email.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Facilitated front desk operations for busy high-volume hotel.
Customer Support Window Agent
New South Express
Lincoln, AL
07.2006 - 03.2015
- Ensured work areas were consistently clean, organized, and free of hazards, maintaining a safe and efficient environment.
- Responded promptly and knowledgeably to customer complaints, delivering quick resolutions to enhance overall satisfaction.
- Inspected and processed incoming deliveries, replenished inventory, and managed excess stock to maintain seamless stock operations.
- Collaborated with colleagues on special projects, actively learning new skills and taking on increased responsibilities.
- Received and scanned deliveries, updating internal databases to ensure accurate and up-to-date order tracking.
Education
Associate of Science - Computer Science
Montgomery Job Corps Center
Montgomery, AL05.2002
High School Diploma -
Talladega High School
Talladega, AL05.1997
Skills
- Clerical
- Communication
- Troubleshooting
- First Aid/CPR
- Supervision
- Data management
- Analytical
- Data Entry
- Inbound and Outbound Calling
- Call Management
- Consultative Sales
- Scheduling
- Data Collection
- Paperwork Processing
- Complaint resolution
- Product Knowledge
- Stock management
- Active Listening
- Technical Support
- Documentation
- Customer Education
- Filing
- Customer Relationship Management (CRM)
- Problem-solving abilities
- Reading Comprehension
- Client Relations
- Order Fulfillment
- Customer Service
- Computer Proficiency
Timeline
Customer Service Representative
PNC Bank
10.2023 - Current
Customer Service Representative
Best Buy Health
04.2021 - Current
Night Auditor
Renaissance Hotel
01.2020 - Current
Front Desk Manager
Hampton Inn & Suites Hotel
10.2018 - 12.2019
Front Office Manager
Hampton Inn By Hilton
06.2017 - 03.2018
Customer Service Agent Remote
Aspire2 International
03.2017 - 09.2018
PBX Operator/Front Desk Agent
Grand Bohemian Hotel
10.2015 - 06.2017
Customer Support Window Agent
New South Express
07.2006 - 03.2015
Associate of Science - Computer Science
Montgomery Job Corps Center
High School Diploma -
Talladega High School
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