Margaret Potter
Chattanooga,Tennessee
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
25
25
years of professional experience
Work History
Retention Specialist
HomeServe USA
Chattanooga, Tennessee
11.2020 - Current
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Explained new products and services to customers.
- Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
- Received information regarding identified problems and devised responses to satisfy concerns.
- Referred unresolved customer service issues to designated departments for investigation.
- Conferred with customers to take or enter orders, cancel accounts and gather details of complaints.
- Compiled all calls and interactions into computer data system.
- Implemented creative solutions to deal with special circumstances.
- Obtained and examined relevant information to validate customer complaints and determine possible causes.
- Adhered to scripted responses and standardized plans to address problems.
- Verified order changes to resolve customer complaints or concerns.
- Mentored junior retention specialists, sharing knowledge and best practices to enhance team performance.
- Managed communication with at-risk customers, negotiating solutions to retain their business.
WOW Agent
HomeServe USA
Chattanooga, Tennessee
11.2018 - 11.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Updated system with order specifics and customer details, preferences, and billing information.
Inbound Sales Representative
HomeServe USA
Chattanooga, Tennessee
12.2017 - 11.2018
- Responded to customer inquiries via phone, email and chat.
- Identified customer needs and recommended products accordingly.
- Provided accurate information regarding product features, pricing and availability.
- Assisted customers with placing orders over the phone or online.
- Processed payments, refunds and exchanges quickly and efficiently.
- Built strong relationships with customers through excellent service delivery.
- Developed creative strategies for upselling and cross-selling products and services.
- Participated in regular training sessions on sales techniques and best practices.
- Conducted follow-up calls to existing customers to ensure satisfaction levels.
- Closed sales by building rapport and overcoming objections.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Built trust and loyalty by maintaining professionalism while persuading customers.
- Applied good listening skills to determine customer preferences and financial limits.
- Provided timely, courteous, and knowledgeable responses to information requests.
- Documented sales call data in company software.
- Cross-sold additional products and services to purchasing customers.
Telephone Interviewer
Wilkins Research
Chattanooga, Tennessee
05.2017 - 09.2017
- Conducted in-depth telephone interviews with potential survey participants, ensuring that all questions were answered accurately and completely.
- Maintained a professional attitude while conducting surveys in accordance with company policies and procedures.
- Utilized effective questioning techniques to ensure accuracy of responses and maximize response rate.
- Provided clear instructions to survey participants on how to complete the survey accurately and efficiently.
- Managed time effectively by completing assigned tasks within specified deadlines.
- Encouraged customers who had difficulty understanding questions to provide accurate responses.
- Provided support and guidance throughout the entire interviewing process, answering any questions that may arise.
- Adhered strictly to ethical guidelines when collecting confidential information from respondents.
- Ensured compliance with legal regulations regarding data collection methods used during research projects.
- Recorded information about calls and attempts to contact individuals.
- Made outbound phone calls to collect information from participants.
- Notified phone interview participants of set information and interview's purpose.
- Achieved customer satisfactions ratings.
- Explained survey objectives and procedures to interviewees, interpreting survey questions to help with comprehension.
- Identified and resolved inconsistencies in interviewees' responses by means of appropriate questioning or explanation.
- Asked questions in accordance with instructions to obtain person's name, address and age.
- Contacted consumers from prepared list to conduct interviews to obtain information.
Front Desk Manager
Hilton Garden Inn Hotel
Chattanooga, Tennessee
04.2013 - 03.2017
- Greeted guests upon arrival and checked them in to their rooms.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Organized daily room assignments and ensured all necessary paperwork was completed accurately.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Ensured the front desk area was clean and presentable at all times.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Assisted with training new staff members on front desk procedures and policies.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
- Maintained an up-to-date knowledge of hotel services, amenities and promotions.
- Generated reports on occupancy levels, revenue figures and customer feedback.
- Promoted loyalty programs to encourage repeat business from customers.
- Processed employee time sheets, payroll information and other administrative documents.
- Prepared monthly budgets for the front office department based on projected sales figures.
- Implemented security protocols such as access control systems for entryways into the hotel lobby.
- Responded promptly to emergency situations such as medical emergencies or fire alarms according to established procedures.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Managed customer complaints and rectified issues to complete satisfaction.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Managed guest check-in and check-out procedures, reservations and payments.
- Oversaw cash and credit card payment transactions at the front desk.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Welcomed large volume of guests and improved overall customer service.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Created and optimized employee schedules for shift coverage.
- Monitored reservations to track incoming parties and special events.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Responded to guest reviews on TripAdvisor, Booking.com and other websites typically within 48 hours.
- Balanced hotel accounts at end of each shift.
- Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Conducted transactions, confirming patient information, and processing according to standard protocol.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Showed off dining areas, pool, spa, and fitness center to prospective and current guests.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Bookkeeper
Diamond's and Lace/Babe's Sports Bar
Chattanooga, Tennessee
02.2006 - 03.2013
- Maintained and reconciled general ledger accounts.
- Prepared financial statements, including balance sheets, income statements, and statement of cash flows.
- Processed accounts payable and receivable transactions.
- Conducted monthly bank reconciliations.
- Performed month-end closing activities.
- Ensured accuracy in all accounting entries and records.
- Managed payroll processing for staff members.
- Generated invoices for clients and tracked payments received from customers.
- Resolved billing discrepancies with vendors or customers promptly.
- Posted journal entries to the general ledger system accurately and timely.
- Verified accuracy of vendor invoices against purchase orders prior to payment processing.
- Performed account analysis as required by management.
- Performed basic accounting, payroll and bookkeeping services to manage business operations.
- Entered deposits, credit card charges and sales entries to facilitate cash management.
- Helped businesses keep finances in order by managing accounting ledgers and recording journal entries.
- Documented transaction details to track and manage financial data.
- Prepared accurate financial reports each month by collecting, analyzing, and summarizing account information.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Coordinated with vendors and clients to resolve billing and payment issues.
- Handled sensitive financial information with confidentiality and integrity.
- Prepared financial statements, including balance sheets and income statements, for review by management.
Coal Car Dumper Operator
Tennessee Valley Authority Retirees Association
Stevenson, AL
11.1999 - 03.2006
- Operated a machine that put coal into bunkers.
- Cleaned beltlines.
- Walked beltlines and made sure there were no obstructions on the belts, and no build-up of coal in the chutes.
- In the winter, I walked the beltlines to make sure they did not freeze.
- If there were spills, shovel the coal back into the bunker.
Education
Some College (No Degree) -
Chattanooga State Community College
Chattanooga, TNSkills
- Cross-Functional Communication
- Documentation abilities
- Data review
- Persuasion strategies
- Customer Relations
- Documentation skills
- Upselling and Cross Selling
- Customer Retention Strategies
- Policies implementation
- Procedure Compliance
- Personnel Management
- Work Complaint Handling
- Information Protection
- Employee Hiring
- Training and mentoring
- In-Person and Telephone Interviewing
- Documentation and Recordkeeping
- Relationship Building
- Multitasking
- Time Management
- Interpersonal Skills
- Time management abilities
- Conflict Resolution
- Professional Demeanor
- Problem-solving aptitude
Timeline
Retention Specialist
HomeServe USA
11.2020 - Current
WOW Agent
HomeServe USA
11.2018 - 11.2020
Inbound Sales Representative
HomeServe USA
12.2017 - 11.2018
Telephone Interviewer
Wilkins Research
05.2017 - 09.2017
Front Desk Manager
Hilton Garden Inn Hotel
04.2013 - 03.2017
Bookkeeper
Diamond's and Lace/Babe's Sports Bar
02.2006 - 03.2013
Coal Car Dumper Operator
Tennessee Valley Authority Retirees Association
11.1999 - 03.2006
Some College (No Degree) -
Chattanooga State Community College
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