KOITT ROBBINS
Kingwood,TX
Summary
Customer service professional with strong foundation in leading teams and achieving high standards of performance. Known for effectively managing customer interactions and resolving issues promptly. Focus on collaborative efforts and results-driven initiatives, ensuring adaptability to dynamic environments. Skilled in communication, conflict resolution, and team leadership.
Overview
28
28
years of professional experience
Work History
Lead Customer Service Specialist
Cityvet
09.2023 - 02.2024
- Helping lead a team to customer satisfaction and success.
- Greeting customers as they walk in.
- Setting and scheduling patients appointments for surgeries.
- Organizing, mopping, vacuuming, washing and drying clothes.
- Providing excellent customer service.
- Answering phone calls and helping future and current clients with their animals.
- Making phone calls to other veterinary's gathering information for our clients and our clinic.
Senior Telecommunications Operator
Texas Oncology
04.2023 - 08.2023
- Answering phones in a high volume capacity in a prompt and professional manner
- Knowing medical terminology
- Having the ability to multitask and communicate in a team environment
- Taking messages entering them into a triage for the nurses and doctors for quick response for patients
- Responding to emergencies from patients that need immediate assistance and paging staff as necessary
- Helping schedulers with patients rescheduling and getting new patients assigned to new appointments
- Setting up conference calls, reporting equipment failure, and helping patients with directions to the five different Oncologist that we service
- Providing a pleasant and helpful contact for patients.
Front Desk / PBX Operator
Women’s Hospital of Texas
09.2022 - 07.2023
- Checking in and giving great customer services to new and existing patients
- Taking care of patients needs and emergencies
- Answering phone calls outside as well as internal patient request and distributing them throughout the hospital
- Taking and signing in for deliveries
- Dispatching emergency calls, codes and calling escorts for biohazard materials
- Keeping my space sanitized, neat and restocked with supplies
- Practicing HIPAA to keep patient’s vital information safe
- Helping guess with finding points of interest on the different floors of the hospital.
Managerial Lead PBX / Administrative Assistant
Hilton Financial District
09.2003 - 08.2022
- The ability to multitask in a high volume environment, wanting to learn to be the most efficient in my work environment
- 10 years of logistic dispatching four different shuttles to various locations throughout the city of San Francisco and the Bay Area including the SFO Airport for pickups and drop off's.
- 19 years of dispatching security and maintenance for certain projects and job sites
- Helping make reservations and attending guess needs
- Filing, organizing paperwork, labeling and faxing
- Managing take the call and forward it to the correct department
- Creating internal links between departments and ensure that all calls do not deteriorate
- Ensuring closing the connection once a call has ended
- Taking messages for relevant parties
- Being responsible for wake-up calls, taking messages and room service orders for guests
- Making effortless communication between all parts of the hotel or resort remains intact
- Taking incoming calls to the hotel from outside, internal calls between rooms or departments, and calls from the hotel outside to suppliers or customers
- Being responsible, organized, and fast thinking
- Being the front desk clerk and provides the initial professional image of the establishment to guests.
Front Desk Agent
Holiday Inn Fisherman’s Wharf
01.2002 - 01.2003
- Making sure guest feel welcomed with friendly greeting and actively listening to make them feel at ease
- Help make personal arrangements for guess to events and to the airport
- Taking messages for relevant parties
- Being transparent in the work environment
- Working with housekeeping making sure rooms are clean and ready for guess at check in
- Giving directions for nearby attractions and upgrading our loyal guess
- Verifying credit cards with guess identification and informing customers about hotel policy
- Being the front desk clerk and provides the initial professional image of the establishment to guests.
Administrative Assistant
BDO Seidman Accounting Firm
01.2002 - 01.2003
- Sorting incoming, outgoing mail and delivering it to the post office
- Answering and dispersing incoming calls on multiple lines throughout the building
- General clerical duties such as copying, filing, faxing and bookkeeping
- Created and entered all invoices, payments, pick up’s, and daily deposits
- Assigned to special projects on our inventory and end of the year count
- Managing reservations for clients as well as partners of the tax staff
- Scheduling board meeting and setting up projectors for clients
- Able to work with minimal supervision.
Sales Person
Jewelry Exchange
01.2001 - 01.2002
- Representatives sell jewelry and other related products to customers
- Working for a small jewelry maker, selling products to retailers
- Knowledge of necklace styles, chain lengths and earring types complement face shapes, and how ring settings and stone cuts complement hands adds to the customer-service skills needed to develop trusting relationships with clients that close sales
- Able to answer questions based on their online research
- Provide answers, a jewelry salesperson needs an understanding of the metals and processes used to make rings, earrings and bracelets and must be well-versed in gemstones.
Lead Manager PBX Operator / Front Desk Supervisor
Crowne Plaza Hotel
01.2000 - 01.2001
- Helping make future hotel reservations
- Dispatching shuttles for the Foster City area and SFO Airport
- Dispatching maintenance and security throughout the property for emergencies and fixing guess issues
- Creating internal links between departments and ensure that all calls do not deteriorate
- Help inspect rooms to make sure rooms were clean for guess at check in
- Making a check list to follow for all employees throughout their shifts
- Being responsible for wake-up calls and taking messages
- Taking incoming calls to the hotel from outside, internal calls between rooms or departments
- Checking costumers in and giving a list of their room rates and payment options
- Using great telephone manner and be able to relay and take messages for hotel staff efficiently
- Communicating with shuttle pick up’s from the airport and conventions.
Sales Manager
BZINC
01.1996 - 01.2000
- Overseeing local and regional sales, promotions and campaigns
- Planning and directing the hiring and training of new Sales Representatives
- Handling and resolving customer complaints regarding a product or service
- Setting discount rates on determining price schedules
- Developing and maintaining relationship with key clients
- Setting sales quotas and goals
- Overseeing and directing performance of the sales team.
Education
Diploma -
Capuchino High School
San Bruno, CASkills
- SAP Concur Experience
- Customer Relationship Management (CRM)
- Staff education and training
- Customer Account Management
- Team Member Training
- Project management abilities
- Escalation management
Timeline
Lead Customer Service Specialist
Cityvet
09.2023 - 02.2024
Senior Telecommunications Operator
Texas Oncology
04.2023 - 08.2023
Front Desk / PBX Operator
Women’s Hospital of Texas
09.2022 - 07.2023
Managerial Lead PBX / Administrative Assistant
Hilton Financial District
09.2003 - 08.2022
Front Desk Agent
Holiday Inn Fisherman’s Wharf
01.2002 - 01.2003
Administrative Assistant
BDO Seidman Accounting Firm
01.2002 - 01.2003
Sales Person
Jewelry Exchange
01.2001 - 01.2002
Lead Manager PBX Operator / Front Desk Supervisor
Crowne Plaza Hotel
01.2000 - 01.2001
Sales Manager
BZINC
01.1996 - 01.2000
Diploma -
Capuchino High School