Denise Locke
Mount Jackson,VIRGINIA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Shentel
11.2022 - 01.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Updated account information to maintain customer records.
- Educated customers about billing, payment processing and support policies and procedures.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Front Desk Manager
Quality Inn Hotel
03.2021 - 03.2022
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Prepared weekly employee work schedules to meet operational needs.
- Checked guests in out of hotel, made reservations, and processed payments.
- Entered and updated sensitive customer information during check-ins and room changes.Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Aide
Public Partnerships LLC
08.2011 - 11.2021
- Enhanced patient comfort by providing compassionate care and assistance with daily living activities.
- Supported patients'' mental well-being by engaging in meaningful conversations and offering emotional support.
- Assisted with range-of-motion exercises, contributing to improved mobility and overall health for patients.
- Ensured proper nutrition for patients by preparing and serving meals according to dietary requirements.
- Collaborated with healthcare professionals to develop personalized care plans for each patient''s specific needs.
- Transported patients safely to medical appointments, fostering timely access to essential healthcare services.
- Monitored vital signs regularly, reporting any concerning changes to supervising medical staff promptly.
- Provided medication reminders and assisted with administration as needed, ensuring adherence to prescribed treatment regimens.
- Ensured patient safety by identifying potential hazards within their living environments and implementing preventative measures accordingly.
- Assisted in the implementation of therapeutic interventions under the guidance of occupational or physical therapists for optimal results in rehabilitating patients post-injury or surgery.
- Offered caring companionship and emotional support.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Provided grooming and mobility assistance to support daily living needs.
- Submitted employee payroll documentation weekly to avoid errors and kept employees paid accurately and on time.
Front Desk Receptionist
Motel 6 Hotel
10.2018 - 03.2021
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Streamlined office operations for improved productivity with effective organization and communication skills.
- Developed strong working relationships with team members, fostering a positive work environment.
- Assisted management in implementing new policies and procedures, contributing to overall operational improvements.
- Provided exceptional customer service by addressing inquiries and resolving issues in a timely manner.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new team members on company procedures, customer service and issue resolution.
Team Leader
RMSI
01.2001 - 05.2008
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Education
Associate of Applied Science - Accounting
Kaplan College - Phoenix
Phoenix, AZ03.2016
Skills
- Information Security
- Complaint Resolution
- Call Management
- Data Entry
- Scheduling
- Appointment Scheduling
- Product Knowledge
- Account Updating
- Data Collection
- Paperwork Processing
- Service Upselling
- Spreadsheets
- Call Center Operations
- Active Listening
- Account Management
- Customer Service
- Critical Thinking
- Sales Closing
- Computer Proficiency
- Medical Terminology Knowledge
Timeline
Customer Service Representative
Shentel
11.2022 - 01.2024
Front Desk Manager
Quality Inn Hotel
03.2021 - 03.2022
Front Desk Receptionist
Motel 6 Hotel
10.2018 - 03.2021
Aide
Public Partnerships LLC
08.2011 - 11.2021
Team Leader
RMSI
01.2001 - 05.2008
Associate of Applied Science - Accounting
Kaplan College - Phoenix
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