Frantay Hyatt
Ocoee,FL
Summary
Experienced and devoted Customer Support Professional seeking opportunities to expand their skills while facilitating company growth. Proficient and resourceful employee with extensive knowledge of various software and hardware programs. Provides exemplary customer service resulting in company sales growth.
Professional representative with extensive experience in customer support and relationship management. Expertise in addressing client concerns and implementing solutions that enhance customer loyalty. Leverages collaboration and adaptability to meet team goals and drive results, displaying strong communication and organizational skills.
Overview
21
21
years of professional experience
Work History
Senior Representative
CVS Caremark Health
09.2020 - Current
- Managing multiple calendars to monitor employee leaves across the organization. Assisting management in developing strategies for managing intermittent FMLA leaves. Reviews requests for reasonable accommodations under the Americans with Disabilities Act. Processes employees leave requests with accuracy, in a timely manner. Provides guidance to employees on FMLA regulations, company policies, and procedures related to leaves of absence. Develops detailed documentation regarding employee leave status changes. Monitors expiration dates for medical certifications. Maintains confidentiality regarding employee medical information. Resolves issues, as they arise, relating to an employee’s request for leave of absence.Managed 80% of customer orders and inquiries through various channels, including phone, email, and in-person communication, prioritizing high-quality service delivery.
- Delivered exceptional customer service by actively listening to customer needs and providing appropriate solutions.
- Demonstrated utmost professionalism in handling customer information while maintaining strict confidentiality.
- Proactively strived to resolve customer issues during the initial interaction to enhance customer satisfaction.
Customer Service Specialist
Spectrum
02.2015 - 05.2020
- Recommended improvements to products and services to mitigate complaints. Reviewed account and service histories to identify trends and issues. Exceeded productivity targets by handling all interactions with exemplary customer service. Improved operational efficiencies while managing requests, store inventory, equipment transactions, and changes. Coordinated logistics to verify service dates. Reviewed customer interactions and activity reports to identify and address concerns. Processed orders and kept customers aware of the status. Documented and scoped actions taken to resolve issues after service calls. Confirmed delivery of orders. Troubleshot missed delivery dates, shortages and overages. Helped customers open accounts, make deposits, update information, make payments, set up payment plans, and carry out various routine actions.
Customer Service Representative
Reservation Services International
11.2011 - 05.2014
- Communicated with vendors regarding back-order availability, future inventory, and special orders. Drove team revenue totals up by bringing in over $10k in sales. Offered advice, assistance, and recommendations on vacation packages to customers in detail. Entered customer interaction details in search engines to track requests. Documented problems and recorded solutions offered. Fielded customer questions regarding available merchandise, sales, pricing, and any upcoming company changes. Evaluated customer information to explore issues, develop solutions and maintain high-quality service.
House Keeping Supervisor/ Overnight
Hilton Grand Vacations
11.2011 - 09.2012
- Established and maintained productive work relationships with staff. Resolved operational difficulties. Promoted interdisciplinary and collaborative approaches to customer service. Saved the company $1500 by researching and implementing cost-saving initiatives. Created fresh, new approaches to long-standing issues. Liaison for Housekeeping Department with defining product features and managed tradeoffs involving features, schedule and lifecycle.
Customer Service Representative Transportation
Sunshine Shuttle and Charter
05.2005 - 02.2010
- Welcomed visitors to the office, communicated arrivals to the team and managed visit expectations. Collaborated with the team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards. Followed quality standards and procedures to minimize errors and maximize customer satisfaction. Managed logistics operations to meet customer expectations, financial standards, and policies. Developed operating procedures and documented workflows for current and future processing steps. Maintained knowledge of competitive and third-party products while translating that knowledge into business strategies.
Education
Bachelor of Arts - Computer Technology
Florida Career College
10-2019
Associate of Arts - Business Administration and Management
Florida Career College
Skills
- Excellent communication skills, written and verbal
- Proficient In CRM/SAP/Zendesk Salesforce systems and Microsoft Word
- Excellent attention to detail and accuracy In data entry and record keeping
- Flexible to change and procedures
- Transcription
- Error Identification
- LiveChat Support
- Administrative Support
- Ability to thrive in a fast-paced environment
- Ability to multi-task and manage time effectively
- Organized and detail oriented
- Phone Etiquette
- Escalation Handling
- Project management
- Typing speed of 80 wpm
Languages
English
Full Professional
Timeline
Senior Representative
CVS Caremark Health
09.2020 - Current
Customer Service Specialist
Spectrum
02.2015 - 05.2020
Customer Service Representative
Reservation Services International
11.2011 - 05.2014
House Keeping Supervisor/ Overnight
Hilton Grand Vacations
11.2011 - 09.2012
Customer Service Representative Transportation
Sunshine Shuttle and Charter
05.2005 - 02.2010
Associate of Arts - Business Administration and Management
Florida Career College
Bachelor of Arts - Computer Technology
Florida Career College