Melvin Dennis

• Respond to high-volume phone and email inquiries regarding reservations, billing discrepancies, and account concerns
• Navigate Opera PMS and internal systems to research and resolve guest issues accurately and efficiently
• Manage sensitive billing data and ensure compliance with company policies and financial procedures
• De-escalate complex customer concerns while maintaining brand standards and service excellence
• Coordinate with accounting, sales, and operations teams to resolve cross-departmental issues
• Maintain detailed documentation of cases to ensure accurate tracking and follow-up

• Handled 200+ service cases weekly, resolving delivery, billing, and operational inquiries via phone and email
• Utilized multiple internal systems simultaneously to track shipments and identify root causes of service disruptions
• Acted as liaison between customers and internal operations to ensure accurate resolution of complex cases
• Maintained detailed case notes and compliance with operational procedures
• Improved customer satisfaction through proactive communication and issue resolution

• Supported 150+ accounts monthly, managing order processing, billing coordination, and client inquiries
• Resolved order discrepancies and technical product questions using CRM and internal tracking systems
• Maintained data accuracy and documentation for quoting and contract processing
• Provided follow-up communication to ensure customer satisfaction and account retention