Lori Radford
Council Bluffs,IA
Summary
At Marriott International, Inc., with leveraged assertiveness and de-escalation techniques to reduce future complaints, consistently exceeding performance targets. By analyzing root causes and training new team members, with enhanced client experiences and fostered positive relationships, showcasing and problem-solving abilities and commitment to efficient resolution.
Overview
10
10
years of professional experience
Work History
Case Resolution Specialist/Customer Care Representative
Marriott International, Inc.
01.2014 - Current
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
Education
Associate of Arts - Commerical Art/Advertising
The Studio Academy of Commercial Art
Omaha, NE05.1989
Skills
- Conflict resolution skills
- Document Preparation
Refurbish Furniture, Paint, Draw, Pottery
I love revitalizing thrift store and side-of-road discoveries by giving old furniture new life with these DIY creations. Whether transforming dressers or converting pallets into furniture, there's an array of upcycling to be found to save pieces from going to the landfill. I teach classes to others to help them bring new life to their special finds.
I also enjoy displaying my emotions through various mediums, including painting, drawing, and sculpture.
Additional Information
For prior work history please review my Linkedin Details-
https://www.linkedin.com/in/lori-radford-a35b7553/overlay/about-this-profile/?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base%3BUiSvLfxrTUKm2cMOLp%2BwSQ%3D%3D
References:
Linda Van Pelt (402) 871-4204
Dorri Ryan ( 402) 679-1403
Michael Carr (402) 850-3214
Connie Blackburn (402)359-0362
Timeline
Case Resolution Specialist/Customer Care Representative
Marriott International, Inc.
01.2014 - Current
Associate of Arts - Commerical Art/Advertising
The Studio Academy of Commercial Art
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