Latoya Penny
Eastpointe
Overview
17
17
years of professional experience
Work History
Customer Service Executive
Royal Alliance Inc.
Plymouth
01.2023 - 06.2024
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Identified opportunities for process improvement within the customer service department.
- Provided prompt and courteous customer service via phone, email, and chat.
- Responded promptly to emails sent by customers seeking assistance.
- Monitored customer feedback regularly to identify areas for improvement in services offered.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Resolved customer complaints promptly while maintaining a professional attitude.
- Maintained accurate records of customer interactions, transactions, and comments in the database system.
- Performed follow-up calls to customers regarding their inquiries or orders.
- Communicated effectively with team members to ensure timely response times for customers.
- Explained the benefits and advantages of different product and service offerings to customers.
- Improved operational efficiencies while managing work requests, store inventory, equipment transactions, and changes.
- Updated databases with new and modified customer data.
- Updated system with order specifics, customer details, preferences, and billing information.
Guest Services Coordinator
European Wax Center
West Bloomfield
02.2022 - 01.2023
- Updated guest profiles within the system by recording special requests or preferences when applicable.
- Processed payments for services rendered utilizing point-of-sale systems.
- Performed daily audits of the front desk area, ensuring the accuracy of cash drawers, credit card transactions.
- Assisted in resolving guest complaints promptly to ensure satisfaction.
- Organized promotional events at the hotel aimed at attracting more customers and boosting sales revenues.
- Developed strategies for increasing customer satisfaction ratings through improved service quality.
- Handled incoming calls from guests seeking assistance with various issues such as lost items or billing discrepancies.
- Greeted and welcomed guests upon arrival, providing exceptional customer service.
- Participated in weekly meetings with other departments to discuss any challenges or opportunities related to guest services operations.
- Assisted in training new employees on proper procedures related to guest services operations.
- Conducted regular surveys among guests to assess their level of satisfaction with the overall experience at the hotel.
- Monitored lobby activity throughout the day to ensure compliance with established protocols and procedures.
- Coordinated with housekeeping staff to ensure that rooms were properly prepared before guest check-in.
- Inspected guest rooms after check-out to verify that all items were removed and accounted for.
- Scheduled tours, transportation, spa appointments, and restaurant reservations for guests' convenience.
- Maintained updated records of all reservations and cancellations in the system.
- Set up appointments, processed payments, and responded to a wide range of questions.
- Answered phone calls and emails to make accurate reservations.
Customer Service Representative
Blue Cross And Blue Shield Of Michigan
Detroit
12.2007 - 01.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Performed administrative tasks such as filing paperwork, updating databases, and generating reports.
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
- Provided excellent customer service to resolve customer complaints promptly.
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries via phone, email, and chat.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Implemented innovative methods for streamlining the customer service process.
- Resolved customer complaints promptly and efficiently.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided exceptional customer service to ensure customer satisfaction.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats, and emails to facilitate customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Coordinated with internal teams to ensure the timely and successful delivery of solutions according to client needs.
- Updated databases with new and modified customer data.
Education
Associate of Applied Science - Business Management
Macomb Community College
Warren, MI06-2026
Skills
- Customer service
- Data entry
- Microsoft Excel
- Project management
- Team collaboration
- Conflict resolution
Timeline
Customer Service Executive
Royal Alliance Inc.
01.2023 - 06.2024
Guest Services Coordinator
European Wax Center
02.2022 - 01.2023
Customer Service Representative
Blue Cross And Blue Shield Of Michigan
12.2007 - 01.2023
Associate of Applied Science - Business Management
Macomb Community College