Summary
Overview
Work History
Education
Skills
Timeline
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Kimberly Rauch

Las Vegas

Summary

Dynamic customer service professional with extensive experience at Getaways Resorts, excelling in conflict resolution and guest satisfaction. Proven track record of enhancing service quality and training staff to uphold high standards. Adept at problem-solving and maintaining meticulous attention to detail, ensuring exceptional guest experiences and operational efficiency.

Overview

28
28
years of professional experience

Work History

Owner Services

Getaways Resorts
Las Vegas
05.2023 - Current
  • Ensured that all necessary paperwork was completed accurately prior to guest arrival.
  • Assisted customers by responding to questions about services, amenities and local attractions.
  • Contacted housekeeping or maintenance staff to report room or building issues.
  • Verified customer credit to establish payment method for accommodations.
  • Answered incoming calls to book hotel rooms, made reservations and provided information regarding amenities, rates and availability.
  • Performed bookkeeping activities to balance accounts
  • Set up room blocks using group rooming lists to track and manage block room reservations.
  • Posted incidental charges to ledgers, manually or by using computers.
  • Applied discounts, noted special requests and updated reservations based on communications with customers.
  • Input and confirmed reservations for guests.
  • Booked room reservations by quoting current room rates for specific travel dates and entering customer information into computer system.
  • Maintained accurate records of reservations for future reference and tracking purposes.
  • Responded promptly to emails from customers inquiring about availability or rates for specific dates.
  • Monitored room inventory to maintain updated knowledge of availability.

Sapphire Member Service Representative

Getaways Resorts
Las Vegas
04.2022 - 05.2023
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Offered personalized recommendations based on guest preferences.
  • Took reservations from patrons by phone or online.
  • Advised guests on local attractions and activities available nearby.
  • Provided clients with assistance in preparing required travel documents and forms.
  • Suggested amenities suited to clients' needs.
  • Assisted customers via phone by providing confirmations, answering questions and offering general information.
  • Researched and resolved customer issues.

Hospitality Team Member

Cox Business
Las Vegas
08.2015 - 03.2020
  • Provided excellent service and attention to customers through phone conversations.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Provided highest quality customer service standards by anticipating customer needs.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Facilitated communication between staff members regarding guest needs and requests.
  • Resolved any complaints or issues from guests in a timely manner.
  • Implemented policies and procedures related to customer service standards.
  • Trained newly hired employees regarding company policies and procedures.

Customer Care Representative

Cox Communications
Las Vegas
06.1997 - 08.2015
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Answered customer inquiries via phone, email, and chat.

Education

High School Diploma -

MoorPark High School
Moorpark, CA
06-1993

Skills

  • Customer service
  • Conflict resolution
  • Employee training
  • Policy implementation
  • Communication skills
  • Attention to detail
  • Problem solving
  • Guest satisfaction
  • Quality assurance
  • Time management

Timeline

Owner Services

Getaways Resorts
05.2023 - Current

Sapphire Member Service Representative

Getaways Resorts
04.2022 - 05.2023

Hospitality Team Member

Cox Business
08.2015 - 03.2020

Customer Care Representative

Cox Communications
06.1997 - 08.2015

High School Diploma -

MoorPark High School

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Kimberly Rauch