Summary
Overview
Work History
Education
Skills
Timeline
Generic

Margaret Epps

Summary

Skilled in customer focus and critical thinking, I excelled as a Call Center Guest Service Agent at MotorCity Casino Hotel, enhancing guest satisfaction and loyalty through exceptional service and problem resolution. Leveraged call center experience and Microsoft Outlook proficiency to streamline communication, achieving a notable increase in repeat business.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

18
18
years of professional experience

Work History

Amazon Flex Delivery Partner

Amazon
01.2024 - Current
  • Proactively communicated any unforeseen obstacles or delays to customers, demonstrating transparency and professionalism in handling unexpected situations.
  • Utilized GPS technology effectively to find optimal routes and avoid unnecessary delays.
  • Promoted customer satisfaction by addressing or escalating concerns for quick resolution.
  • Loaded and unloaded packages with care, minimizing potential damage during transport.
  • Navigated challenging traffic conditions efficiently, ensuring timely arrivals at each destination.

Nail Technician

Self-employed
04.2017 - 01.2024
  • Designed creative nail art designs and patterns.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Sterilized and sanitized beauty tools and equipment to maintain hygiene and safety protocols.
  • Established strong client relationships through exceptional customer service and communication skills.
  • Educated clients on proper nail care maintenance, helping them extend the life of their treatments between appointments.
  • Expanded client base by promoting the salon''s services via social media platforms and word-of-mouth referrals.

Call Center Guest Service Agent

MotorCity Casino Hotel
03.2007 - 04.2017
  • Greeted guests upon arrival by providing warm welcome.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Collected room deposits, fees, and payments.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Maximized revenue by upselling room upgrades and additional services.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Managed group bookings to ensure seamless organization of events and accommodations.
  • Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
  • Developed strong rapport with returning guests to foster loyalty and repeat business.

Education

(CPCT) Certified Patient Care Technician - Patient Care Technician (PCT)

Dorsey College
Madison Heights, MI
01-2007

Skills

  • Customer focus
  • Call center experience
  • Live chat support
  • Escalation management
  • Payment processing
  • Email management
  • Critical thinking
  • Data entry
  • Microsoft outlook

Timeline

Amazon Flex Delivery Partner

Amazon
01.2024 - Current

Nail Technician

Self-employed
04.2017 - 01.2024

Call Center Guest Service Agent

MotorCity Casino Hotel
03.2007 - 04.2017

(CPCT) Certified Patient Care Technician - Patient Care Technician (PCT)

Dorsey College

Similar Profiles

CREATE PROFILE
Margaret Epps