Summary
Overview
Work History
Education
Skills
Timeline
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Marita Jackson

Houston,TX

Summary

Proven Guest Service Representative at Landrys, adept in concierge support and shift change management, I excel in delivering unparalleled customer service and efficiently resolving complaints. My tenure at Chase Bank enhanced my proficiency in secure customer data handling and fostering loyalty promotions, achieving top customer satisfaction ratings. Skilled in both interpersonal communication and analytical assessment, I consistently exceed performance goals.

Overview

19
19
years of professional experience

Work History

Guest Service Representative

Landrys
Houston, TX
11.2020 - Current
  • Handled customer complaints professionally and efficiently.
  • Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability.
  • Responded promptly to inquiries regarding availability of rooms and rates.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Answered incoming calls from guests seeking reservations or general information.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Verified reservations by phone or in person.
  • Processed payments for room charges, taxes, and other incidentals as required.
  • Invited guests to join loyalty programs and special promotions to stay connected.
  • Resolved customer disputes in a professional manner while maintaining positive relationships.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.

Telephone Banking Specialist

Chase Bank
Houston, TX
10.2005 - 07.2019
  • Provided training to new employees on banking systems, customer service, and sales techniques.
  • Verified customer identity through secure authentication methods.
  • Maintained confidentiality of banking records and client information to avoid possible data breaches.
  • Resolved customer complaints and inquiries, ensuring high levels of customer satisfaction.
  • Implemented strategies to promote banking services and products, increasing sales and customer engagement.
  • Utilized multiple computer applications simultaneously while providing telephone support.
  • Composed, typed and mailed statements and correspondence related to discrepancies and outstanding unpaid debts.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Explained banking policies and procedures to customers in a courteous manner.
  • Performed special services for customers, ordering bank cards and checks.
  • Developed statistical models for risk assessment to other departments for investment plan evaluation.
  • Researched customer complaints and issues to ensure complete resolution.
  • Managed daily customer transactions, including deposits, withdrawals, and transfers, ensuring accuracy and efficiency.
  • Assisted customers with account inquiries and problem resolution.
  • Leveraged customer service and sales abilities to consistently meet performance goals.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.
  • Monitored and reported suspicious activities to comply with anti-money laundering regulations.
  • Exceeded customer service satisfaction ratings by providing prompt answers to specific questions.
  • Answered incoming calls from customers and provided customer service support.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Utilized banking software to record and analyze customer data, enhancing service delivery.
  • Worked effectively in team environments to make the workplace more productive.
  • Identified needs of customers promptly and efficiently.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Assisted with customer requests and answered questions to improve satisfaction.

Education

Associate of Arts - General Studies

Houston Community College
Houston, TX
12-2021

Skills

  • Room charging
  • Shift change management
  • Check-in coordination
  • Concierge support
  • Loyalty promotion
  • Services and amenities promotion
  • Call handling
  • Payment processing
  • Computer skills
  • Data entry
  • Information protection
  • Guest accommodations
  • Complaint handling
  • Customer service
  • Financial transactions
  • Basic accounting
  • Issue resolution
  • Cash handling experience

Timeline

Guest Service Representative

Landrys
11.2020 - Current

Telephone Banking Specialist

Chase Bank
10.2005 - 07.2019

Associate of Arts - General Studies

Houston Community College

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Marita Jackson