Summary
Overview
Work History
Education
Skills
Timeline
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Kerry Atlakson

Clifton Park,NY

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

25
25
years of professional experience

Work History

Customer Service Representative

Spectrum
10.2021 - Current
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • Educated customers about billing, payment processing and support policies and procedures.

Font Desk Clerk/Groups Sales Coordinator

Albany Marriott
04.1999 - 10.2021
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained a clean and organized front desk area, ensuring a welcoming atmosphere for guests.
  • Checked in and out designated equipment, keys, and supplies.
  • Provided stellar customer service even during high-traffic periods, maintaining composure and professionalism under pressure.
  • Demonstrated strong multitasking abilities in handling multiple duties simultaneously without sacrificing quality or attention to detail.
  • Assisted in training new desk clerks to uphold company standards and provide exceptional customer service.
  • Handled guest complaints professionally, resolving issues quickly to maintain high levels of customer satisfaction.
  • Collected room deposits, fees, and payments.
  • Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
  • Processed payments accurately, ensuring proper billing procedures were followed for both cash and credit transactions.
  • Coordinated with housekeeping staff to ensure timely room turnovers and guest satisfaction.
  • Enhanced guest experience by providing personalized recommendations for local attractions, restaurants, and events based on individual preferences and interests.
  • Maximized occupancy rates through effective use of reservation management systems and inventory control techniques.
  • Efficiently managed phone lines, directing calls to appropriate departments while maintaining a professional demeanor at all times.
  • Input data into spreadsheets and databases.
  • Managed reservations with accuracy, resulting in fewer booking errors and improved guest experiences.
  • Maintained clean, tidy and sanitized common areas for personnel and guests.

Education

Associates - Travel & Tourism

Suny Adirondack
Queensbury, NY
06.1996

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Call center experience
  • Payment Processing
  • Microsoft Outlook

Timeline

Customer Service Representative

Spectrum
10.2021 - Current

Font Desk Clerk/Groups Sales Coordinator

Albany Marriott
04.1999 - 10.2021

Associates - Travel & Tourism

Suny Adirondack

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Kerry Atlakson