M. Elizabeth (Liz) Ruane
Tampa,FL
Summary
As a Customer Service and Sales professional, my experience includes several years in Customer Service, Learning & Development/Training, and Project Management. I build positive relationships by utilizing exemplary customer service and training skills to build trust, resulting in customer loyalty, employee retention, and financial profitability to the Business. I have a successful track record in people development and fostering positive relationships with internal and external customers.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
32
32
years of professional experience
Work History
Bookstore-Volunteer
CAROUSEL BOOKSTORE, FRIENDS OF THE JBK LIBRARY
07.2022 - Current
- Support and advocate for the superior free library system in Hillsborough County.
- Process book sales.
- Assist patrons, as needed, finding items of interest.
- Connect with library patrons through friendly conversations to build trust and loyalty.
Usher-Volunteer
STRAZ CENTER FOR THE PERFORMING ARTS
10.2007 - Current
- Enhance the Guest's experience to support enjoyment of professional, performing arts in Tampa.
- Greet guests.
- Provide information.
- Direct guests to their seats to ensure their safety and comfort.
Guest Engagement Specialist - front line
HILTON CORP
05.2012 - 06.2022
- Delivered world class service for the Hilton portfolio of hotel brands.
- Processed hotel reservations in compliance with Company policies.
- Utilized consultative sales techniques and skills using discovery principles to uncover Guest needs to offer appropriate solutions to enhance the Guest experience and maximize revenue and room occupancy.
- Problem resolution - Responded to Guest's inquiries and fielded complaints to negotiate solutions.
- Educated and guided Guests through use of Hilton's digital channels.
Guest Engagement Specialist - front line
HILTON CORP
05.2012 - 06.2022
- Delivered world class service for the Hilton portfolio of hotel brands.
- Processed hotel reservations in compliance with Company policies.
- Utilized consultative sales techniques and skills using discovery principles to uncover Guest needs to offer appropriate solutions to enhance the Guest experience and maximize revenue and room occupancy.
- Problem resolution - Responded to Guest's inquiries and fielded complaints to negotiate solutions.
- Educated and guided Guests through use of Hilton's digital channels.
Trainer - Learning & Development (L&D) - virtual and in-person
HILTON CORP
05.2012 - 06.2022
- Delivered Sales and Service Training content effectively to Team Members per Hilton's New Hire Curriculum.
- Guided new hires through various Hilton digital resources to aid in their job roles.
- Partnered with the Hilton University L&D team to deliver virtual courses to Team Members at the property level.
- Managed learner progress throughout the classroom learning phase.
Licensed Personal Lines Insurance Associate
USAA
05.2010 - 05.2012
- Provided exemplary service to customers regarding Property & Casualty Insurance products.
- Discussed appropriate insurance options and solutions with new and existing customers.
- Quoted and sold personal property insurance products, including Homeowners, Renters, and Auto and Valuable Property policies.
Customer Service Manager
GENERAL ELECTRIC / GE Money Bank
10.1993 - 06.2009
- Led, taught and motivated teams of Customer Service Representatives focusing on maximizing performance to support business goals while delivering world class customer service.
- Resolved complex billing concerns escalated from Agent and Supervisor levels.
- Managed resolution of customer's phone/written inquiries that had escalated to the Corporate level.
- Provided effective leadership; teaching, coaching and motivating CSR teams, consistently exceeding quality and productivity goals at the team level.
- Designated as Operations Subject Matter Expert (SME) serving on cross-functional teams to strategize, improve, design and launch processes.
Education
A.S. Degree - Criminal Justice
Delaware Technical & Community College
Skills
- Positive attitude
- Teamwork and collaboration
- Organized and efficient
- Problem-solving
- Attention to detail
- Team collaboration
- Community service
- Time management
- Adaptability and dependability
- Computer skills
- Flexible schedule
- Relationship building
- Customer service
- Decision-making
- Answering phones
- Professional appearance
- Telephone etiquette
- MS office
- Deadline adherence
- Conflict resolution
- Data entry
- Client relations strength
- Administrative tasks
- Recordkeeping and confidentiality
- Filing and recordkeeping
- Documentation and reporting
- Administrative support
- Project oversight
- Operations support
- Record preparation
- Clerical support
- Friendly and outgoing
- Multitasking and organization
- Reliability and punctuality
- Clear communication
- Empathy and patience
- Team leadership
- Verbal and written communication
- Coaching and mentoring
- Self motivation
Timeline
Bookstore-Volunteer
CAROUSEL BOOKSTORE, FRIENDS OF THE JBK LIBRARY
07.2022 - Current
Guest Engagement Specialist - front line
HILTON CORP
05.2012 - 06.2022
Guest Engagement Specialist - front line
HILTON CORP
05.2012 - 06.2022
Trainer - Learning & Development (L&D) - virtual and in-person
HILTON CORP
05.2012 - 06.2022
Licensed Personal Lines Insurance Associate
USAA
05.2010 - 05.2012
Usher-Volunteer
STRAZ CENTER FOR THE PERFORMING ARTS
10.2007 - Current
Customer Service Manager
GENERAL ELECTRIC / GE Money Bank
10.1993 - 06.2009
A.S. Degree - Criminal Justice
Delaware Technical & Community College
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