Jatoya Wilkins
Hopewell,VA
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. Motivated [Job Title] experienced in seasonal roles with superior talent for getting up to speed quickly and driving sales. Offers flexible schedule to work peak seasonal hours. Delivers excellent customer service by practiced listening and speaking skills. Understands and utilizes sales, merchandising and marketing skills. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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, ad 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. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
CSR
Maximus (work From Home IN And MD))
10.2022 - 03.2024
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Provided primary customer support to internal and external customers.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Proactively sought feedback from customers to identify areas of improvement within the organization''s offerings or processes.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Housekeeper
Hampton Inn By Hilton
11.2021 - 10.2022
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Maximized efficiency of housekeeping operations through effective communication with team members and supervisors.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
- Dusted picture frames and wall hangings with cloth.
- Adhered to professional house cleaning checklist.
- Increased room availability by managing time wisely and completing tasks within designated deadlines.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Verified cleanliness and organization of storage areas and carts.
- Changed bed linens and collected soiled linens for cleaning.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
- Restocked cleaning storage cabinets, carts and baskets for easy use.
- Handled requests for extra linens, toiletries and other supplies.
CSR
Maximus
07.2021 - 11.2021
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Maintained up-to-date knowledge on industry trends and competitor offerings, leveraging this insight when assisting customers in making informed decisions.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Updated account information to maintain customer records.
Cashier/Cook's Assistant
Star Express
09.2020 - 04.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Served food and beverages promptly with focused attention to customer needs.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Housekeeper
Quality Inn/ Roadway
09.2020 - 04.2021
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Maximized efficiency of housekeeping operations through effective communication with team members and supervisors.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Dusted picture frames and wall hangings with cloth.
- Adhered to professional house cleaning checklist.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Changed bed linens and collected soiled linens for cleaning.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
Sandwich Artist
SUBWAY®Restaurants
07.2016 - 06.2019
- Greeted guests, promoted specials, and took orders.
- Operated the cash register with accuracy, ensuring proper handling of transactions.
- Kept workplace clean and organized in line with restaurant policies.
- Increased speed of service through effective multitasking and time management skills.
- Maintained a clean and organized workspace, adhering to strict sanitation standards.
- Collaborated with team members to maintain a smooth workflow during busy hours.
- Demonstrated flexibility by covering shifts when needed, ensuring consistent staffing levels for optimal operation.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Formulated policies and procedures to streamline operations.
- Partnered with vendors and suppliers to effectively manage and budget.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Insider
Papa John's Pizza
02.2006 - 07.2016
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend and holiday shifts.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Utilized POS system to handle customer cash and credit card transactions.
- Assisted in inventory management, ordering supplies, and minimizing food spoilage.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
Education
High School Diploma -
Hopewell High School
Hopewell, VA06.2009
Skills
- Call center experience
- Customer Focus
- Complaint Handling
- CRM Software
- Customer Service
- Active Listening
- Problem-solving abilities
- Professional telephone demeanor
- Microsoft Outlook
- Computer Proficiency
- Customer Relations
- Documentation
- Payment Processing
- Data Entry
- Scheduling
- Call Management
- Team Development
- Call Center Operations
- Account updating
- Appointment Scheduling
- Receiving support
Timeline
CSR
Maximus (work From Home IN And MD))
10.2022 - 03.2024
Housekeeper
Hampton Inn By Hilton
11.2021 - 10.2022
CSR
Maximus
07.2021 - 11.2021
Cashier/Cook's Assistant
Star Express
09.2020 - 04.2021
Housekeeper
Quality Inn/ Roadway
09.2020 - 04.2021
Sandwich Artist
SUBWAY®Restaurants
07.2016 - 06.2019
Insider
Papa John's Pizza
02.2006 - 07.2016
High School Diploma -
Hopewell High School