Lorenzo Carter
Baltimore,MD
Overview
4
4
years of professional experience
Work History
Guest Service Representative / Night Auditor
Spring Hill Suites
Annapolis
05.2022 - 10.2023
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
Customer Service Representative (Remote)
Smithlife Healthcare
09.2021 - 11.2022
- Answered members' questions and fielded complaints to resolve issues
- Accessed members' information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations
- Provided outstanding service to new and long-standing members by attending closely to concerns and developing solutions
- Responded to a high volume of incoming calls from new and existing members.
CNA
Jewish Foundation Group Homes
Silver Spring
05.2020 - 10.2021
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Member Services Specialist (Remote)
Jewish Foundation For Group Homes
07.2020 - 08.2021
- Promoted to trainer in 6 months time for new PCP remote employees
- Answered inbound calls from a wide range of members, welcoming callers
- Maintained a high level of professionalism as well as product knowledge of financial services
- Utilized Microsoft Teams to effectively communicate with Mangers, Leads and support staff.
Customer Service Representative
Darcars Dealership
12.2019 - 06.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Collected deposits or payment arranged for billing
- Maintained knowledge of company products and services to promptly resolve complaints and concerns
- Assessed team member performances by delivering one-on-one coaching to promote better service
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Education
Skills
- Microsoft Teams
- Google Suite
- Courteous with Strong Service Mindset
- Customer Service
- Call Documentation
- Microsoft Office (word, Excel, Outlook)
- Multitasking and Prioritization
- Communication skills
- Call Center Operations
- 45 WPM Typing Speed
- Data Entry
- Flexible Schedule
Timeline
Guest Service Representative / Night Auditor
Spring Hill Suites
05.2022 - 10.2023
Customer Service Representative (Remote)
Smithlife Healthcare
09.2021 - 11.2022
Member Services Specialist (Remote)
Jewish Foundation For Group Homes
07.2020 - 08.2021
CNA
Jewish Foundation Group Homes
05.2020 - 10.2021
Customer Service Representative
Darcars Dealership
12.2019 - 06.2020