Jeffrena Tunson
Tyler,TX
Summary
Experienced with conflict resolution, focusing on addressing and solving customer complaints. Utilizes strategic problem-solving and mediation techniques to ensure satisfactory outcomes. Track record of effective communication and collaboration, enhancing team cohesion and performance.
Overview
37
37
years of professional experience
Work History
Care and Resolution Expert*Remote
Hyatt
05.2016 - Current
- I excelled in delivering high-quality guest support and resolving complex issues, contributing to enhanced satisfaction levels.
- Managed approximately 20-40 calls and or cases per day, advocating for guests while adhering to privacy standards.
- Maintained confidentiality in corporate escalations, strengthening Hyatt brand's reputation.
- Cultivated strong understanding of World of Hyatt loyalty program, facilitating effective communication with guests.
- Implemented new procedures for handling escalated issues, significantly improving response times.
Customer Care Representative*Remote
Asurion
08.2011 - 10.2016
- Delivered exceptional customer service remotely, addressing technical support for programming and equipment issues.
- Educated customers on self-resolution techniques, enhancing their experience and reducing call volume.
- Resolved complex claims and warranty inquiries, achieving a customer satisfaction rate of over 90%.
- Managed timely and effective replacement of damaged or missing products.
Night Auditor
Tharaldson Motels Tyler Fairfield Inn
05.2011 - 04.2012
- Organized daily paperwork including occupancy reports, guest lists, and cash drawer summaries to ensure operational efficiency.
- Maintained accurate accounts of cash, checks, and credit transactions, enhancing financial integrity.
- Monitored room availability and effectively managed guest requests and complaints, contributing to high customer satisfaction.
Beauty Advisor
Self Employed Mary Kay
06.2009 - 08.2011
- Provided expert advice on beauty and skincare products to a diverse clientele, enhancing their personal care routines.
- Educated customers on latest beauty trends and techniques, fostering a loyal customer base.
- Successfully recruited new clients and sales team members, contributing to business growth and community engagement.
- Achieved 30% increase in sales through personalized consultations and targeted product recommendations.
- Managed inventory for cosmetic products, ensuring availability for customer needs.
Customer Service Representative
Suddenlink
03.2002 - 10.2009
- Delivered exceptional customer support through effective communication and problem-solving techniques.
- Maximized profits by identifying customer needs and recommending suitable services.
- Educated customers on billing processes and applied credits to accounts as necessary.
- Leveraged eight years of experience with CSG and ICOMS software to streamline service operations.
- Delivered exceptional customer support through effective communication and problem-solving techniques.
Customer Service Representative Suddenlink
Manpower Temporary Agency
11.2001 - 03.2002
- Delivered world-class customer service by effectively addressing customer inquiries and concerns.
- Maximized profits by identifying customer needs and recommending appropriate services.
- Processed work orders for new services, transfers, and upgrades, ensuring seamless transitions.
- Educated customers on billing processes and applied credits to accounts as necessary.
General Manager
Tharaldson Motels Tyler Fairfield Inn
09.2000 - 09.2001
- Oversaw the overall management of hotel operations, enhancing guest experiences and employee relations.
- Implemented ongoing training programs for housekeeping, maintenance, and front desk staff to improve service quality.
- Streamlined payroll processing and reporting, ensuring timely updates to the corporate office.
- Managed compliance with health, safety, and regulatory standards in hotel operations.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
Support Manager
Tharaldson Motels Tyler Fairfield Inn
10.1998 - 09.2000
- Provided on-site management support to multiple hotels, ensuring operational excellence across the region.
- Processed weekly employee payroll and maintained accurate daily and monthly reports for corporate review.
- Conducted interviews and facilitated training for new recruits in housekeeping, maintenance, front desk, and reservations.
Assistant Manager
HASTINGS
11.1996 - 09.1998
- Achieved significant sales growth and maximized profits through strategic merchandising and service availability.
- Developed and maintained a high-performing store staff, fostering a collaborative team environment.
- Contributed to inter-store workflow improvements, enhancing overall operational efficiency.
Front Desk Clerk
La Quinta Inn
02.1993 - 01.1997
- Delivered exceptional customer service by efficiently managing guest check-ins and check-outs.
- Handled booking reservations and updated registrations to ensure seamless operations.
- Operated switchboard and performed heavy typing and filing, enhancing office efficiency.
Mail Clerk
MLK Post Office
06.1993 - 12.1993
- Utilized MECH and NON MECH computers to efficiently update customer addresses, ensuring accurate mail delivery.
- Distributed various classes of mail to clerks, maintaining a streamlined workflow in the MLK Post Office.
- Sorted and organized mail into customer boxes, enhancing operational efficiency and customer satisfaction.
Front Desk Clerk
Days Inn
09.1992 - 05.1993
- Delivered exceptional customer service by efficiently managing guest check-ins and check-outs.
- Handled booking reservations and maintained accurate records to ensure a seamless guest experience.
- Operated the switchboard and performed administrative tasks, enhancing office efficiency.
- Contributed to a welcoming atmosphere at Days Inn, fostering guest satisfaction and loyalty.
- Maintained accurate reservation systems, coordinating bookings and room assignments effectively.
Operator
TCA Cable
08.1991 - 08.1992
- Managed accounts payable proofing and address verification, ensuring accuracy and efficiency.
- Performed data entry for deposits and organized work orders, enhancing operational workflow.
- Provided backup support as a switchboard operator, maintaining seamless communication within the office.
Mail Clerk
Southeast Crossing Post Office
08.1991 - 06.1992
- Sorted and distributed mail efficiently to ensure timely delivery to customer boxes.
- Maintained accurate records of incoming and outgoing mail and packages, enhancing operational transparency.
- Handled customer inquiries regarding mail delivery, improving customer satisfaction and service quality.
- Trained replacement clerks, fostering a knowledgeable and capable team at Southeast Crossing Post Office.
Second Assistant Manager
Clothestime
11.1990 - 05.1991
- Assisted in managing daily operations, ensuring smooth store functionality and optimal team performance.
- Developed training materials for new employees, enhancing onboarding processes and team efficiency.
- Coordinated with management on visual merchandising updates, aligning store aesthetics with current branding guidelines.
- Supported store manager in training new employees, fostering a positive work environment for team development.
Salesperson
Sears
06.1988 - 10.1990
- Collaborated with team members to maintain well-organized sales floor displays.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Education
Bachelor of Science - Business Administration
Chadwick University
Birmingham, AL03-1995
Skills
- Teamwork
- Multitasking Abilities
Timeline
Care and Resolution Expert*Remote
Hyatt
05.2016 - Current
Customer Care Representative*Remote
Asurion
08.2011 - 10.2016
Night Auditor
Tharaldson Motels Tyler Fairfield Inn
05.2011 - 04.2012
Beauty Advisor
Self Employed Mary Kay
06.2009 - 08.2011
Customer Service Representative
Suddenlink
03.2002 - 10.2009
Customer Service Representative Suddenlink
Manpower Temporary Agency
11.2001 - 03.2002
General Manager
Tharaldson Motels Tyler Fairfield Inn
09.2000 - 09.2001
Support Manager
Tharaldson Motels Tyler Fairfield Inn
10.1998 - 09.2000
Assistant Manager
HASTINGS
11.1996 - 09.1998
Mail Clerk
MLK Post Office
06.1993 - 12.1993
Front Desk Clerk
La Quinta Inn
02.1993 - 01.1997
Front Desk Clerk
Days Inn
09.1992 - 05.1993
Operator
TCA Cable
08.1991 - 08.1992
Mail Clerk
Southeast Crossing Post Office
08.1991 - 06.1992
Second Assistant Manager
Clothestime
11.1990 - 05.1991
Salesperson
Sears
06.1988 - 10.1990
Bachelor of Science - Business Administration
Chadwick University