Karry-Ann O'Connor
Foley,AL
Summary
Dedicated Customer Service and Administrative Professional with more than 20 years of experience supporting customers, managing reservations, resolving complex issues, and leading customer service teams. Proven ability to handle high-volume phone, email, and customer interactions while maintaining accuracy, professionalism, and exceptional service standards. Strong background in hospitality, call center operations, scheduling, training, and administrative support. Skilled at working independently, managing multiple priorities, and delivering results in remote and fast-paced environments.
Overview
24
24
years of professional experience
Work History
Front Desk Receptionist
Townplace Suites Marriott
Foley, Alabama
02.2023 - Current
- Greeted guests warmly and provided check-in assistance at front desk.
- Managed phone inquiries and directed calls to appropriate departments.
- Coordinated room bookings and efficiently modified reservations to ensure guest satisfaction.
- Assisted guests with local information and recommendations for attractions.
- Processed payments and accurately managed cash transactions to maintain financial integrity.
- Collaborated with housekeeping to ensure room readiness for arrivals.
- Addressed guest concerns promptly to enhance overall experience during their stay.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Input customer data into reservation systems and updated to reflect room changes.
Customer Service Representative
Teleperformance
Montego Bay, jamaica
12.2019 - 07.2022
- Assisted customers with inquiries and resolved issues promptly.
- Analyzed credit reports to identify potential issues that could affect a loan approval.
- Guided customers in product selection and recommended tailored services to enhance satisfaction.
- Processed orders and handled returns in compliance with company procedures.
- Conducted follow-up calls to confirm customer satisfaction and collect actionable feedback.
- Worked closely with supervisors to ensure that tasks were completed according to company standards.
- Addressed customer concerns with friendly, knowledgeable service to foster positive relationships.
- Upheld strict standards for quality and performance.
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
Customer Service Representative Supervisor
United Healthcare Group/Eservices
Montego Bay, Jamaica
01.2002 - 03.2019
- Supervised customer service team to ensure high-quality support and service delivery.
- Website Navigation
- Resolved escalated customer issues, fostering positive relationships and satisfaction.
- Trained new representatives on policies, procedures, and effective communication skills.
- Monitored call center operations to maintain compliance with company standards and regulations.
- Coordinated scheduling and workload distribution among team members to optimize service delivery.
- Analyzed customer feedback to identify trends and recommend actionable process improvements.
- Developed training materials to improve representative performance and ensure knowledge retention.
- Collaborated with management to implement strategic initiatives for service enhancement.
- Ensured that all Customer Service Representatives had the necessary tools and resources needed to perform their job duties effectively.
- Collaborated with Human Resources on disciplinary action plans due to poor performance or misconduct among staff members.
- Analyzed daily reports from agents on call trends, individual performance metrics and overall customer satisfaction levels.
Education
High School Diploma -
St James High School
Montego Bay Jamaica06-1993
Skills
Remote Customer Service Support
Customer Relationship Management (CRM)
Reservation & Booking Systems
Email, Phone & Chat Support
Appointment Scheduling
Administrative Assistance
Data Entry & Record Management
Team Leadership & Training
Conflict Resolution
Customer Retention
Problem Solving
Time Management
Microsoft Office Suite
Performance Monitoring
Quality Assurance Compliance
Multitasking & Organization
Timeline
Front Desk Receptionist
Townplace Suites Marriott
02.2023 - Current
Customer Service Representative
Teleperformance
12.2019 - 07.2022
Customer Service Representative Supervisor
United Healthcare Group/Eservices
01.2002 - 03.2019
High School Diploma -
St James High School