Kiana Miller
Customer Service
Santa Clara,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in both Hospital and Consumer Services industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
2
2
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Representative
Booksy
Cupertino, CA
2022.03 - Current
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Placed outbound customer service or customer satisfaction calls, emails, or chats to follow up on issues.
- Take up to 40-50 calls per day in 8 hour shift
Front Desk Agent
Hyatt Centric Mountain View
Mountain View, CA
2021.05 - 2022.02
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Managed 100% occupied hotel overnight with no other help
Assistant General Manager
AGM, Five Guys
Sunnyvale, CA
2020.10 - 2021.06
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Mentored and motivated team members to achieve challenging business goals.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Handled cash accurately and prepared deposits.
- Managed kitchen of 5-8 people during busy dinner rushes
- Handled large volumes of orders in small durations of time
Education
Associate of Science - Social And Behavioral Sciences
West Valley College
Saratoga, CA 2019.08 - 2021.12
Associate of Science - Administration of Justice
West Valley College
Saratoga, CA 2019.08 - 2021.12
High School Diploma -
Cupertino High School
Cupertino 2015.08 - 2019.06
Skills
Report preparation
Service recommendations
Complaint resolution
Professional telephone demeanor
Email Communication
Phone Communication
Chat Communication
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Fall seven times; stand up eight.
Japanese proverb
Timeline
Customer Service Representative
Booksy
2022.03 - Current
Front Desk Agent
Hyatt Centric Mountain View
2021.05 - 2022.02
Assistant General Manager
AGM, Five Guys
2020.10 - 2021.06
Associate of Science - Social And Behavioral Sciences
West Valley College
2019.08 - 2021.12
Associate of Science - Administration of Justice
West Valley College
2019.08 - 2021.12
High School Diploma -
Cupertino High School
2015.08 - 2019.06