Machela Rowell
Washington,DC
Summary
Polite and professional customer service successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
8
8
years of professional experience
Work History
Call Center Representative
Caliber Collison
Capitol Heights, MD
06.2019 - 01.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Hotel Concierge
Washington Hilton
1919 Connecticut Ave NW, Washington, DC 20009
05.2016 - 06.2019
- Worked closely with the security team in addressing any concerns or issues that arose, ensuring a safe and secure environment for all hotel guests.
- Assisted event planners in coordinating successful conferences, meetings, and weddings at the hotel by providing exceptional logistical support.
- Managed guest reservations, effectively handling special requests to create customized experiences tailored to individual preferences.
- Reduced wait times by implementing an efficient system for managing incoming calls and prioritizing urgent requests accordingly.
- Maintained an up-to-date knowledge of hotel policies and procedures to quickly address guest inquiries and provide accurate information.
- Trained new concierge staff members on best practices for delivering exceptional customer service while adhering to company standards and policies.
- Organized transportation services for guests upon request, ensuring timely arrivals at their desired destinations.
- Increased repeat bookings by maintaining excellent communication with past guests, sharing updates on hotel amenities and special offers.
- Streamlined check-in and check-out processes for increased efficiency, ensuring a seamless experience for guests.
- Supported revenue growth goals of the hotel by actively promoting on-site amenities and services to guests during their stay.
Education
No Degree - Criminal Justice
Morgan State University
Baltimore, MD08.2019
No Degree - Criminal Justice
Prince George's Community College
Upper Marlboro, MD08.2016
High School Diploma -
Potomac High School
Oxon Hill, MD05.2016
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Verbal and written communication
- Call Center Customer Service
- Customer communications
- Answering questions
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Documented and resolved difficulty which led to satisfied results
Timeline
Call Center Representative
Caliber Collison
06.2019 - 01.2024
Hotel Concierge
Washington Hilton
05.2016 - 06.2019
No Degree - Criminal Justice
Morgan State University
No Degree - Criminal Justice
Prince George's Community College
High School Diploma -
Potomac High School