Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Hampton

Forest Park,Georgia

Summary

Proven track record in enhancing customer satisfaction and loyalty, notably with Hilton, by expertly managing reservations and addressing inquiries with patience and efficiency. Skilled in reservation software and problem-solving, I significantly improved response times and guest experiences. Demonstrated reliability in high-pressure situations, ensuring seamless service and operational excellence.

Overview

6
6
years of professional experience

Work History

Reservation Sales Representative

Hilton
02.2023 - 06.2024
  • Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
  • Worked closely with other departments to ensure seamless guest experiences from initial booking through checkout.
  • Displayed expertise in navigating multiple computer systems simultaneously, resulting in faster response times to customer inquiries.
  • Stayed current on industry trends and market conditions affecting hotel bookings, adjusting strategies as needed for maximum success.
  • Resolved customer issues promptly, resulting in higher levels of satisfaction and loyalty.

Customer Service Representative

Intel
03.2022 - 02.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.

Customer Care Representative

HGS
02.2021 - 03.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.

Command Center Operator

Allied Universal Security Services
12.2018 - 01.2021
  • Executed day-to-day functions of command center.
  • Liaised with stakeholders to serve as emergency information system for high-profile clients.
  • Supervised a team of junior operators, providing guidance on best practices and encouraging professional growth.
  • Managed access control systems for secure entry points, reducing unauthorized access incidents.
  • Provided real-time support to field personnel during crisis events, aiding in successful resolutions.
  • Monitored multiple security systems simultaneously, ensuring optimal performance and rapid response times.

Education

GED -

Adult Literacy Program
Atlanta, GA
05.2001

Skills

  • Patience and composure
  • Reliability and punctuality
  • Goal-oriented mindset
  • Reservation Software Expertise
  • Telephone reservations
  • Upselling techniques
  • Customer Engagement
  • Hotel accomodations
  • Customer Service
  • Problem-Solving

Timeline

Reservation Sales Representative

Hilton
02.2023 - 06.2024

Customer Service Representative

Intel
03.2022 - 02.2023

Customer Care Representative

HGS
02.2021 - 03.2022

Command Center Operator

Allied Universal Security Services
12.2018 - 01.2021

GED -

Adult Literacy Program

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Kelly Hampton