Summary
Overview
Work History
Education
Skills
References
Awards
Timeline
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KIMBERLY SPILLERS

Council Bluffs,IA

Summary

Customer-focused professional with proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage customer accounts, troubleshoot technical issues, and resolve escalated customer complaints. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

13
13
years of professional experience

Work History

Title Clerk

Capital Title of Texas
Plano, TX
04.2021 - 03.2025
  • Prepared lists of all legal instruments applying to specific piece of land and buildings on it.
  • Read search requests to ascertain types of title evidence required and to obtain descriptions of properties and names of involved parties.
  • Entered into record-keeping systems appropriate data needed to create new title records and to update existing ones.
  • Analyzed survey maps against legal descriptions in order to verify accuracy of information related to property titles.
  • Examined mortgages, liens, judgments, easements, plat books, maps, contracts and agreements to verify properties' legal descriptions, ownership, and restrictions.

Sr Elite Services

Marriott, Int'l
Omaha, NE
09.2012 - 04.2021
  • Created an effortless guest experience by determining the guests' needs, offering suggestions, and demonstrating knowledge of hotel's amenities, features, and benefits.
  • Communicated accurate and appropriate information while answering questions, troubleshooting issues, and resolving complaints.
  • Complied with corporate and regulatory policies regarding information confidentiality and privacy.
  • Remained patient and showed empathy while finding solutions and offering suggestions to calm angry guests.
  • Stayed up to date on current, past, and upcoming program promotions, terms and conditions, and start and end dates.

On the Job Trainer

Marriott, Int'l
Omaha, NE
12.2016 - 10.2017
  • Monitored progress of trainees throughout the program cycle by assessing skill levels before and after classes.
  • Identified areas where additional instruction or reinforcement was needed to ensure successful outcomes.
  • Delivered feedback on individual performance constructively.
  • Provided one-on-one coaching sessions for trainees requiring extra assistance in developing their skill sets.
  • Served as a resource for trainees seeking guidance or clarification related to job duties.
  • Administered effective evaluation and testing techniques to assess trainee performance.

Sales and Service Representative

Marriott, Int'l
Omaha, NE
09.2012 - 12.2016
  • Handled complaints, settled disputes, resolved grievances, and used negotiation techniques to find win-win solutions for both the guest and the company.
  • Opened new accounts, updated existing accounts, added missing stays, if needed, and helped with password changes or other technical issues.
  • Assisted guests with fixing, making, cancelling, or applying earned rewards, to complex reservations and/or incorrect dates.
  • Greeted callers by name, acknowledged their status, and showed appreciation for their continued loyalty.
  • Navigated multiple computer systems to investigate and research account issues to find root causes and determine appropriate resolution methods.
  • Used Salesforce case management system to maintain and document up-to-date records on customers inquiries, complaints and interactions.

Education

GED -

Metropolitan Community College
Omaha, NE
03-2012

Skills

  • Attention to detail
  • Excellent communication
  • Computer skills and literacy
  • Dependable and responsible
  • Critical thinking
  • Confidential records management
  • Active listening
  • Decision-making
  • Remaining calm under pressure
  • Ability to calm irate customers
  • Resolving customer complaints
  • Problem solving
  • Excellent researching skills

References

References available upon request

Awards

  • Nominated for a Willard award in 2013
  • Recognized for 13 QTRS in a row for being in the top 3% in conversion and revenue
  • Was a first round pick for a special project during COVID-19 to work with the New York State Dept of Labor in assisting claimants with unemployment claims

Timeline

Title Clerk

Capital Title of Texas
04.2021 - 03.2025

On the Job Trainer

Marriott, Int'l
12.2016 - 10.2017

Sr Elite Services

Marriott, Int'l
09.2012 - 04.2021

Sales and Service Representative

Marriott, Int'l
09.2012 - 12.2016

GED -

Metropolitan Community College

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