Ernstlatta Lafrance
Port Saint Lucie,FL
Summary
Driven professional with a proven track record at Marriot Hotel, adept in customer service and problem-solving abilities. Excelled in conflict resolution and customer satisfaction measurement, enhancing loyalty and repeat business. Skilled in staff training and client relations, significantly improving team efficiency and client feedback.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Marriot Hotel
04.2019 - 07.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Manager's Assistant
Gordon Food Service
01.2014 - 12.2017
- Responded to and directed incoming calls and other communication.
- Scheduled meetings and managed calendar.
- Resolved basic computer and office equipment issues through troubleshooting.
- Attended monthly sales meetings and reported pertinent information to employees.
Education
High School -
Deerfield Beach High School
Deerfield Beach, FL06.2005
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Conflict Resolution
- Money handling abilities
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Scheduling
- Follow-up skills
- Call Management
- Documentation
- Staff Training
- Customer Education
- Sales expertise
- Coordination
- Assertiveness
- Reading Comprehension
- Staff education and training
Timeline
Customer Service Representative
Marriot Hotel
04.2019 - 07.2024
Manager's Assistant
Gordon Food Service
01.2014 - 12.2017
High School -
Deerfield Beach High School
Similar Profiles
Dominiue WilliamsDominiue Williams
Bar Attendant at Marriot HotelBar Attendant at Marriot Hotel
Daniel EnciniasDaniel Encinias
Marriott Front Desk Agent at Marriot HotelMarriott Front Desk Agent at Marriot Hotel
CHERISE SIERRACHERISE SIERRA
Head Hostess at Marriot HotelHead Hostess at Marriot Hotel
Kapil PantaKapil Panta
Kitchen Steward at Marriot HotelKitchen Steward at Marriot Hotel
Khaygen BlakeyKhaygen Blakey
Employee at Blissful DreamsEmployee at Blissful Dreams