Janica Taylor
Spring,TX
Summary
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills resulting in growth throughout the company.
Overview
8
8
years of professional experience
Work History
Guest Service Representative
Hilton Worldwide Hotels
Dallas, TX
02.2023 - Current
- Assisted guests with reservation modifications, resolving any issues promptly and professionally
- Developed strong rapport with returning guests to foster loyalty and repeat business
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests
- Utilized property management software proficiently for efficient guest data management and reporting purposes
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels
- Participated actively in staff meetings and contributed to the development of new policies and procedures to improve guest services
- Answered hotel phones with professionalism and directed calls appropriately.
Customer Service Technician
ProSphere Tek
Bossier City, LA
02.2018 - 03.2023
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Engaged end users and answered questions via email, phone, website live chat and in forums
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
Customer Service Representative
Teleperformance
Shreveport, LA
03.2017 - 02.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Regularly exceeded daily sales and product add-on quotas
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Answered constant flow of customer calls.
Education
Certificate - Medical
Phlebotomy Training Specialist
Houston, TX04.2024
Certificate - Cosmetology
Blue Cliff College - Shreveport
Shreveport, LA11.2010
Skills
- Customer service expert
- Troubleshooting and resolution
- Multi-tasking ability
- Operating System Proficiency
- Information Security Policies
- Help Desk Experience
- Ticketing system familiarity
- Remote Desktop Assistance
- Customer Service
- Technical Support
- Server Management
- Call Center Operations
- Quality Assurance Controls
Problem-solving abilities
Timeline
Guest Service Representative
Hilton Worldwide Hotels
02.2023 - Current
Customer Service Technician
ProSphere Tek
02.2018 - 03.2023
Customer Service Representative
Teleperformance
03.2017 - 02.2018
Certificate - Medical
Phlebotomy Training Specialist
Certificate - Cosmetology
Blue Cliff College - Shreveport