Illeen Whitehead
Mays Landing,NJ
Summary
Astute Call Center professional offering polished communication skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Friendly Receptionist with background in various office settings. Knowledgeable about security, service and clerical requirements. Takes on multiple simultaneous tasks with excellent time management abilities and resourceful approach
Overview
12
12
years of professional experience
Work History
Receptionist
Americas Best Contacts And Eyeclasses
04.2021 - Current
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Answered central telephone system and directed calls accordingly.
Guest Service Agent
Ocean Casino Resort
04.2017 - 01.2020
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Resolved various issues and discrepancies for customers.
- Provided customers with information about availability and pricing.
- Handled reservations and answered questions from interested patrons for busy 1,860 room hotel.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
Call Center Representative
Revel Hotel And Casino
05.2012 - 09.2014
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Boosted customer service satisfaction ratings through consistent quality control.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Atlantic City High School
Atlantic City, NJ06.1992
Timeline
Receptionist
Americas Best Contacts And Eyeclasses
04.2021 - Current
Guest Service Agent
Ocean Casino Resort
04.2017 - 01.2020
Call Center Representative
Revel Hotel And Casino
05.2012 - 09.2014
High School Diploma -
Atlantic City High School