Jarrett Nelson

• Moved from chat to work on various other non-voice work types such as Price Match Guarantee claims, Guest Assistance emails, Honors emails, Member Services cases, and Mobile App Feedback
  
• Selected to work on a special project as a user acceptance tester (UAT) for Hilton's internal Salesforce application. Tested new enhancements and fixes to system issues and worked with technical teams to resolve any issues found prior to updates being deployed to all users
• Handled reports from Hilton Honors members regarding suspicious or unauthorized activity and assisted members with taking actions to secure their accounts and sent appropriate details to the fraud department for review and final resolution
• Assisted the Executive Escalations team with responding to members or guests who have reached out to Hilton's CEO or other executives regarding issues with hotel stays, Hilton policies or Honors accounts
• Effective at handling escalated complaints related to hotel stays, unpleasant experiences with HRCC staff, and the Honors program
  
• Focused on handling escalations received from other sales and service chat teams located in Manila and Jaipur
• Specialized in assisting with Hilton Honors accounts that were unable to be verified using normal procedures, required a change to personal information that could not be completed online, or where suspicious account activity was present
• Worked on projects to develop my skill set and provide assistance to other teams when service levels were not being met
  
• Achieved commitment to excellence award for Q2 and Q3 of 2017 and Q1 of 2019 performance
  

• Selected to be on a non-voice team that tested adding an online chat feature to all Hilton brand websites
• Effective at addressing guest and/or member hotel stay feedback to restore faith in the Hilton portfolio of brands
• Assisted my direct supervisor with testing new chat features and other administrative tasks necessary for the overall success of the team
• Created multiple documents to be used for training new agents on Hilton Honors program information, internal processes and the use of internal Hilton applications
  
• Achieved commitment to excellence award for Q1 and Q4 of 2016 performance
  

• Worked as a travel counselor and customer service representative for Hilton Honors' elite members

• Able to effectively optimize revenue generation during each contact

• Consistently exceeded sales, revenue, and customer satisfaction metrics

• Achieved commitment to excellence award for Q1 of 2015 performance

• Excelled at overcoming objections, negotiating, and positioning up-sells or cross sells

• Expert knowledge of the Hilton Honors loyalty program

• Proficient in the use of Hilton's internal customer management applications

• Worked in an escalations department, handling complex device issues for all devices provided by sprint

• Expert knowledge of VoIP service and the Femtocell network provided to Sprint's customer base as an indoor coverage solution

• Efficient in troubleshooting home network issues; including port forwarding, device configuration, deciding the best setup for optimal network performance, and enabling services necessary to establish the Femtocell connection

• Worked in logistics systems to track product replacements and handle damaged equipment replacements

• Very effective in device troubleshooting and probing for information to decide and position the best solution for issues with both the network and equipment

• Excels at handling sensitive issues and still obtaining customer satisfaction when possible

• Cross-trained in multiple technical departments to assist other agents when extra staffing is necessary

• Able to efficiently troubleshoot and resolve both network and device issues across all devices within Sprint's portfolio

• Proficient in time and attendance management

• Excellent communication skills and effective in the de-escalation process for customers with multiple contacts seeking solutions for their issues

• Recognized for achievement of the Sprint Crown Club award for consistently exceeding all expected performance metrics

• Able to effectively act as a Subject Matter Expert for a team of agents handling both routine and non-routine technical inquiries regarding Sprint's products and services with a goal of providing one touch resolution when possible

• Skilled at managing work load to ensure all deadlines set by direct supervisor are met