Lynn Pool
Phoenix,AZ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in customer service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Front Desk Agent
Arizona Grand Resort And Spa
Phoenix, Arizona
01.2022 - Current
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and greeted callers enthusiastically.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Seasonal Personal Vehicle Driver
UPS
Phoenix, Arizona
10.2021 - 12.2021
- Delivered goods and products to customer on time and in excellent condition.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions.
- Coordinated efficient routes to avoid delays and optimize schedules.
- Planned and adjusted optimal routes based on traffic and weather conditions.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Upheld high standards of professionalism and discretion when working with high-value clients.
- Obtained customer signatures to complete and process paperwork.
Customer Service Representative
American Airlines
Phoenix, Arizona
08.2004 - 10.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
High School Diploma -
Gar-Field High School
Woodbridge, VA06.1981
Skills
- Payment Collection
- Guest Registration
- Account Balancing
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- De-escalation Techniques
Timeline
Front Desk Agent
Arizona Grand Resort And Spa
01.2022 - Current
Seasonal Personal Vehicle Driver
UPS
10.2021 - 12.2021
Customer Service Representative
American Airlines
08.2004 - 10.2021
High School Diploma -
Gar-Field High School