K Robinson
Las Vegas,NV
Summary
Highly motivated and personable customer service specialist with over 7 years of experience in call centers, hospitality, and client retention. Proven ability to de-escalate issues, exceed performance goals, and create positive experiences across diverse industries. Quick learner with strong communication skills and a passion for helping people. Seeking a dynamic, people-first environment where I can grow long-term.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Fifth Third Bank
07.2022 - 06.2025
- Provided phone support for customer banking needs, including account inquiries, fraud alerts, and mobile banking
- Handled auto loan servicing: processed payments, provided payoff details, and assisted with lien releases and title transfers
- Resolved escalated issues with empathy and efficiency, maintaining a 92% customer satisfaction score
- Accurately updated account records while adhering to banking compliance protocols
- Promoted additional banking services and consistently ranked among top 15 reps for resolution and satisfaction
Front Desk Agent
Rodeway Inn & Suites
04.2020 - 07.2022
- Checked in/out 100+ guests weekly, managing room assignments and coordinating with housekeeping
- Handled guest requests and complaints in a calm, solution-focused manner, contributing to an increase in online review scores
- Balanced nightly cash drawer and processed credit card authorizations and refunds
- Answered multi-line phones, scheduled reservations, and managed walk-ins during peak travel times
- Trained 3 new hires on hotel policy, reservation software, and guest service etiquette
Retention Specialist
Spectrum Charter
02.2017 - 04.2020
- Retained and re-engaged customers considering cancellation by offering tailored solutions and promotional offers
- Managed 80–100 outbound and inbound calls daily, with a focus on empathy, negotiation, and product knowledge
- Consistently exceeded monthly retention and upsell goals, ranking in the top 10% for customer saves
- Documented call outcomes accurately in CRM software and collaborated with tech support and billing teams
Education
High School Diploma -
Benton Harbor High School
Benton Harbor06.2015
Skills
- Customer Retention & De-escalation
- High-Volume Call Handling
- Scheduling & Appointment Management
- CRM & Ticketing Systems
- Guest Service & Hospitality
- Conflict Resolution
- Cash Handling & Payment Processing
- Microsoft Office & Google Suite
Timeline
Customer Service Representative
Fifth Third Bank
07.2022 - 06.2025
Front Desk Agent
Rodeway Inn & Suites
04.2020 - 07.2022
Retention Specialist
Spectrum Charter
02.2017 - 04.2020
High School Diploma -
Benton Harbor High School
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