Summary
Overview
Work History
Education
Skills
Timeline
Generic

HOLLY ELMORE

Odessa,TX

Summary

Innovative [Remote] Customer Service Agent seeks position offering opportunities for new professional and personal challenges. Self-starter with a positive, can-do attitude who is driven to learn, improve and succeed. Dedicated and focused and excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority. Customer service-20+ years. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

14
14
years of professional experience

Work History

Loyalty Specialist

Global Payments
11.2023 - Current
  • Increased customer loyalty by implementing personalized rewards and incentive programs.
  • Educated customers about rewards programs, ensuring they understood all available options for maximizing value from their purchases or interactions with the company.
  • Consistently met or exceeded performance metrics while maintaining high levels of customer satisfaction.
  • Adhered to appropriate legal scripting when required.
  • Delivered prompt service to prioritize customer needs.

Reservation Agent

IGT Solutions
11.2021 - 07.2023
  • Provided customers with information about availability and pricing.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.

Lead CDP Analyst

Delek US
02.2016 - 01.2018
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
  • Reduced errors in data entry, instituting rigorous quality control checks.

Assistant General Manager

Susser Holdings Corporation
07.2010 - 12.2015
  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Handled cash accurately and prepared deposits.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
  • Resolved problems promptly to elevate customer approval.
  • Improved employee morale through recognition programs that acknowledged individual achievements and team successes.

Education

High School Diploma -

Permian High School
Odessa, Tx

Skills

  • Attention to Detail
  • Strong Organizational Skills
  • Ability to work independently and as part of a team
  • Proficient computer navigation skills
  • Multi-line phone proficiency
  • Typing skills
  • Deep care for customer experience
  • Experience in call center environment or remote (work from home)
  • Excellent professional communication, verbally and in writing
  • Spreadsheets
  • Credit Card Payment Processing
  • Understanding Customer Needs
  • 10-Key
  • Customer retention strategies
  • Customer onboarding
  • Customer loyalty research

Timeline

Loyalty Specialist

Global Payments
11.2023 - Current

Reservation Agent

IGT Solutions
11.2021 - 07.2023

Lead CDP Analyst

Delek US
02.2016 - 01.2018

Assistant General Manager

Susser Holdings Corporation
07.2010 - 12.2015

High School Diploma -

Permian High School
HOLLY ELMORE