Julie Fitzgerald
Lima,U.S.A
Summary
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
16
16
years of professional experience
Work History
Customer Sales and Service Expert
The Inn At Ohio Northern
04.2022 - Current
- Enhanced customer satisfaction by addressing inquires and resolving issues promptly and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Trained staff on operating procedures and company services.
- Cross-sold and upsold products to customers based on solid understanding of current and forecasted needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Call Center Representative
Connexus Resource Group
10.2023 - 01.2025
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Sales and Service Expert
The Inn at Ohio Northern
10.2015 - 12.2019
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
- Handled calls promptly and with courteous professionalism.
- Maintained high levels of customer retention through exceptional service and follow-up communication.
- Delivered excellent customer service by actively listening to concerns, empathizing with their situation, and offering practical solutions promptly.
- Developed strong relationships with clients, fostering loyalty and repeat business for the company.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
Hospitality Manager
Comfort Inn Choice Hotels International
10.2008 - 07.2017
- Managed a high call volume of calls 75 daily, maintaining composure under pressure while providing exceptional service.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Increased customer ratings significantly through personable service.
- Promoted a positive work environment fostering teamwork among employees across all departments within the establishment.
- Offered appropriate reservation options based on expected attendees when coordinating events.
Education
Certified Lodging Manager -
AHLEI
07.2015
Biology -
James A. Rhodes State College
Lima, OHSkills
- Hospitality Operation
- Event Planning
- Human Resources
- Marketing
- Rates Center & Revenue Management
- Facilities Management
- Budgeting
- Staff Training
- Conflict Resolution
- Customer Service
- Typing proficiency 55 wpm
- Call Center Experience
- Complaint Resolution
- Microsoft Office
- Inbound and Outbound Calling
- Quality Assurance
- Customer Retention Strategies
- Staff Training and Development
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Call Center Representative
Connexus Resource Group
10.2023 - 01.2025
Customer Sales and Service Expert
The Inn At Ohio Northern
04.2022 - Current
Customer Sales and Service Expert
The Inn at Ohio Northern
10.2015 - 12.2019
Hospitality Manager
Comfort Inn Choice Hotels International
10.2008 - 07.2017
Certified Lodging Manager -
AHLEI
Biology -
James A. Rhodes State College
Affiliations
Professionals in Human Resources Association
National Association of Sales Professionals
HONOR AWARDS
Honor Society Member
Phi Theta Kappa
Interests
Cooking/Baking Travel Gardening Music
Languages
- English
- Native
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