Layla Leopoldi
Fort Hood,TX
Summary
Accommodating customer service representative bringing 15+ years of experience in hospitality, call centers, merchant services, as well as retail settings. Skillfully handle customer accounts and solicit new accounts. Well-versed in managing adverse situations and interpersonal conflict. Expertise in call handling, requests processing and service renewals.
Overview
6
6
years of professional experience
Work History
Customer Service Advisor
Empire Today Flooring
El Paso, TX
09.2021 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Explained charges, fees, terms of sales and service agreements to customers daily.
- Described product highlights and benefits to help guide purchasing decisions.
- Resolved concerns with products or services to help with retention and drive sales.
- Received 97% positive customer surveys
Customer Service Advisor
Teletech Holdings, Inc
Temple, TX
07.2020 - 08.2021
- Researched billing issues and misapplied payments
- Documented all customer interactions on CRM databases
- Provided support to all new employees who had successfully completed training
- Managed over 50 calls per day.
- Increased customer retention by 10%
- Recommend additional products and services by analyzing previous customer purchases
- Chosen for role due to excellent customer service skills and ability
- Educate customers on current policies for returns, exchanges, payments.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
Overnight Manager
Sheraton Grand Sacramento Hotel
Sacramento, CA
06.2015 - 10.2016
- Managed hotel during overnight shift
- Assisted guests with all requests, as well as hotel reservations
- Problem solving and team player
- Directed incoming calls to appropriate guest room or department.
- Implemented company loss prevention and security policies during after hours and encouraged employees to adhere to safety policies and procedures to reduce threats.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips, and securing deposit in vault.
- Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies.
Front Desk Supervisor
Intercontinental Hotel
Dallas, TX
07.2010 - 10.2012
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Collected room deposits, fees and payments.
- Checked guests in out of hotel, made reservations and processed payments.
- Kept accounts in balance and ran daily reports to verify totals.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Education
Bachelor of Science - Business Administration
Purdue University
04.2010
Skills
- Productivity Standards
- Upbeat and Positive Personality
- Call Documentation
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Customer Service Excellence
- Responding to Difficult Customers
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Online Chat
- Solving Customer Concerns
- Sales and Upselling
- Membership Registrations
Timeline
Customer Service Advisor
Empire Today Flooring
09.2021 - Current
Customer Service Advisor
Teletech Holdings, Inc
07.2020 - 08.2021
Overnight Manager
Sheraton Grand Sacramento Hotel
06.2015 - 10.2016
Front Desk Supervisor
Intercontinental Hotel
07.2010 - 10.2012
Bachelor of Science - Business Administration
Purdue University
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