JOSIANE YOKA
Alexandria,VA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
Springhill Suites By Marriott
01.2021 - Current
- Greet visitors and customers upon arrival, offer assistance, and answer questions to build rapport and retention.
- Run reports detailing daily guest numbers, accounting expenses, and income and room service usage.
- Assist guests by furnishing information and directions to casino, gift shop, and dining areas.
- Deliver messages, mail and packages left for guests to hotel rooms.
- Take reservations over phone and through email, recording guest information in computer system and verifying details.
- Provide guests with information on local attractions, restaurants, and transportation services to enhance their stay.
- Resolve guest complaints and discrepancies in a prompt and courteous manner.
- Maintain neat and orderly front desk and lobby area to uphold hotel standards.
- Process guest check-ins and check-outs following procedures for fast turnover.
- Answer hotel phones with professionalism and directed calls appropriately.
- Welcome guests on arrival, displaying a professional and friendly approach.
- Input daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
French Tutor
Classical Languages Depart –George Mason Univesity
08.2020 - 01.2021
- Responsible for helping students improve their French language and cultural knowledge.
- Assessed the needs of students based on their skills level and learning challenges.
- Helped students improve their French vocabulary, grammar, writing skills and built communicative capacity through practice exercises and conversation
Chief of Staff's Legal Assistant (Internship)
Alexandria City Council- Vice Mayor Office
01.2019 - 05.2020
- Collected, examined, and organized legal documents for chief of staff review and case preparation.
- Drafted and proofread correspondence and legal documents, such as pleadings and contracts.
- Researched regulations, laws, and legal articles to assist with the preparation of reports, and case files.
- Managed, organized, and maintained documents in paper or electronic filing systems.
- Provided general administrative assistance, made certain arrangements such as maintaining the chief of staff's calendar
Customer Service Representative
Jean Marie Eley Lofele Law Firm
11.2017 - 01.2019
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- 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 chang
Education
Bachelor of Science - Criminology, Law And Society
George Mason University
Fairfax, Virginia (U.S)12.2020
High School Diploma -
Kabambare High School
Kinshasa, DRC01.2014
Skills
- Report Preparation
- Sales Expertise
- Report Transcription
- Report Creation
- Active Listening
- Order Fulfillment
- Microsoft Excel
- Account Management
- Senior Leadership Support
- Fleet Dispatching
- Credit Card Payment Processing
- Customer Relations
- Freight Operations
- Microsoft Word
- Retail Sales Customer Service
- Computer Proficiency
- Multi-Line Telephone Operation
- Managing Multiple Tasks
- System Implementation
- Critical Thinking
- Plates Presentation
- Team Development
- Schedule Mastery
- Delivery Scheduling
- Multi-Line Phone Talent
- Problem-Solving Ability
- Call Center Operations
- Shipping and Receiving Understanding
- Customer Consulting
- Money Handling Abilities
- Order Processing
- Report Preparation
- Sales Expertise
- Report Transcription
- Report Creation
- Active Listening
- Order Fulfillment
- Microsoft Excel
- Account Management
- Senior Leadership Support
- Fleet Dispatching
- Credit Card Payment Processing
- Customer Relations
- Freight Operations
- Microsoft Word
- Retail Sales Customer Service
- Computer Proficiency
- Multi-Line Telephone Operation
- Managing Multiple Tasks
- System Implementation
- Critical Thinking
- Plates Presentation
- Team Development
- Schedule Mastery
- Delivery Scheduling
- Multi-Line Phone Talent
- Problem-Solving Ability
- Call Center Operations
- Shipping and Receiving Understanding
- Customer Consulting
- Money Handling Abilities
- Order Processing
References
- Rose Zobinou, Medical Receptionist, Kaiser Permanente, 571-217-4267
Languages
French
Native or Bilingual
Spanish
Elementary
Timeline
Customer Service Specialist
Springhill Suites By Marriott
01.2021 - Current
French Tutor
Classical Languages Depart –George Mason Univesity
08.2020 - 01.2021
Chief of Staff's Legal Assistant (Internship)
Alexandria City Council- Vice Mayor Office
01.2019 - 05.2020
Customer Service Representative
Jean Marie Eley Lofele Law Firm
11.2017 - 01.2019
Bachelor of Science - Criminology, Law And Society
George Mason University
High School Diploma -
Kabambare High School
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