Meghan Souza
Davenport,FL
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Knowledgeable and dedicated customer service professional with extensive experience in the customer service and hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
DISH
09.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Guest Service Representative
Winnie Palmer Hospital For Women And Babies
05.2023 - 09.2023
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Welcomed large volume of guests and improved overall customer service.
- Greeted and assisted guests with variety of inquiries, promoting service standards.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Greeted walk-in and phone guests, determining interests and needs.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Identified issues and established facts to produce practical decisions and solutions for guests.
- Escorts guests to their in-hospital destinations as needed.
- Maintains current knowledge of hospital personnel, departments and their locations in order to refer guests to the appropriate department or person.
- Provides information to all hospital team members.
- Responds to needs of guests/team members either on the phone or in person.
- Maintains excellent working relationships with all hospital staff, management, and departments such as Volunteers, Social Work, and Home Health.
- Assists Social Service with transportation and hotel or flight arrangements for patients and their families.
- Displays a caring attitude as well as sensitivity to the needs/concerns of customers.
- Presents a professional image in dress, hygiene and communications skills.
- Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
Professional Development
01.2020 - Current
Medical Billing and Coding
Shift Supervisor
Starbucks
09.2016 - 07.2020
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Helped store management meet standards of service and quality in daily operations.
- Enforced company policies and regulations with employees.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
Cashier
99 Cents Store
02.2016 - 09.2016
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items
- Restocked and organized merchandise in front lanes.
Education
Certification - Medical Insurance Coding
San Joaquin Valley College
Visalia, CA05.2020
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Critical Thinking
- Conflict Resolution
- Complaint resolution
- Call Center Operations
Timeline
Customer Service Representative
DISH
09.2023 - Current
Guest Service Representative
Winnie Palmer Hospital For Women And Babies
05.2023 - 09.2023
Professional Development
01.2020 - Current
Shift Supervisor
Starbucks
09.2016 - 07.2020
Cashier
99 Cents Store
02.2016 - 09.2016
Certification - Medical Insurance Coding
San Joaquin Valley College