L’Keisha R. Black
Fayetteville,NC
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Service Agent
Kelly Services (Apple)
01.2021 - 11.2023
- In-depth understanding of Apple's product line, including iPhones, iPads, and other accessories
- Proficient in diagnosing and resolving technical issues related to Apple products and services
- Familiarity with the iOS for iPads and iPhones including troubleshooting and providing support
- Experience with CRM tools to manage customer interactions, track issues, and provide efficient support
- Strong verbal and written communication skills to effectively interact with customers and team members
- Ability to understand and empathize with customer concerns, ensuring a positive customer experience
- Advocate for the customer within the organization to ensure their needs and concerns are addressed
- Skilled in resolving customer conflicts and finding solutions to meet their needs
- Experience leading and motivating a team of customer service representatives to achieve performance goals
- Ability to train and develop customer service staff to enhance their skills and knowledge
- Make informed decisions to resolve customer issues efficiently and effectively
- Ability to analyze complex issues and provide innovative solutions to meet customer needs
- Anticipate potential problems and take proactive steps to prevent or minimize customer impact
- Manage multiple customer interactions and issues simultaneously while maintaining a high level of service
- Adapt to changes in technology, policies, and procedures to provide up-to-date and accurate information to customers
Sales Manager
Fairfield Inn/Red Lion Inn and Suites
04.2016 - 08.2019
- Assisted in the company change over from the Fairfield Inn to Red Lion Inn and Suites
- Assisted in getting co-workers their log-ins and logging into the payroll system
- Assisted in the budget for the new year
- Provide the highest quality of service to the guests and clients at all times
- Took pride and attention to detail
- Able to support hotel’s service and relationship strategy, driving customer loyalty by delivering service excellence throughout each customer experience
- Ability to negotiate and close deals with corporate clients, travel agencies, and event planners
- Develop and implement effective sales strategies to achieve revenue targets and maximize occupancy
- Conduct market research to identify potential clients and stay informed about industry trends
- Built and maintain strong relationships with clients, ensuring repeat business and positive word-of-mouth
- Clear and persuasive communication to convey the value proposition of the hotel to potential clients
- Deliver compelling presentations to showcase the hotel's facilities and services to prospective clients
- Craft professional and persuasive proposals, emails, and other written communications
- Lead and motivate the sales team, setting clear goals and providing guidance to achieve them
- Work collaboratively with other departments, such as house-keeping, food services, and maintenance, to ensure seamless service delivery
- Quickly address and resolve any issues or challenges that may arise during the sales process
- Utilize CRM systems to manage client interactions, track leads, and analyze customer data
- Ensure a high level of customer satisfaction by addressing client needs and exceeding expectations
- Adapt to the unique requirements of different clients and events to provide customized solutions
- Analyze sales data and performance metrics to identify opportunities for improvement
- Develop accurate revenue forecasts based on market trends and historical data
- Familiarity with hotel management systems and booking platform
- Proficient in using tools like Excel, PowerPoint, and Word for presentations, reports, and data analysis
Education
Master of Business Administration - Human Resources
Colorado Technical University
Colorado Springs, CO10.2009
Bachelor of Arts - Business Administration
American Intercontinental University
Hoffman Estates, IL08.2004
Skills
- Dependable, accountable and reliable
- Dynamic environment adaptability
- Supervisor and leadership skills
- Group direction
- Analytical skills
- Problem-solving skills
- Project management
- Customer relations
- Excellent Oral and written communication
- Presentation skills
- Sales skills
- Team player
- Independence
- Coaching
- Organizational procedures adherence
- Goal achievement
- Operational deadline management
Timeline
Customer Service Agent
Kelly Services (Apple)
01.2021 - 11.2023
Sales Manager
Fairfield Inn/Red Lion Inn and Suites
04.2016 - 08.2019
Master of Business Administration - Human Resources
Colorado Technical University
Bachelor of Arts - Business Administration
American Intercontinental University
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