Martrentia Rivers
Dallas
Summary
Versatile and detail-oriented professional with experience at Andy Frain, adept in security and superior customer service. Excelled in emergency response and customer dispute resolution, enhancing safety and client satisfaction. Skilled in incident reporting and relationship management, significantly contributing to a positive and secure environment. Demonstrated ability to improve user experience and foster loyalty through effective communication and problem-solving.
Overview
16
16
years of professional experience
Work History
Security Officer
Andy Frain
10.2019 - 11.2024
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
Housekeeper
Doubletree By Hilton
01.2014 - 02.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Doing daily cleaning for rooms that were empty.
Customer Service Representative
Nielsen Ratings
05.2009 - 09.2013
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
GED -
Dallas Urban League
Dallas, TX05.2011
Skills
- Report writing
- Incident reporting
- Security guard license
- General security
- Detail-oriented
- Superior customer service
- Relationship building and management
Timeline
Security Officer
Andy Frain
10.2019 - 11.2024
Housekeeper
Doubletree By Hilton
01.2014 - 02.2019
Customer Service Representative
Nielsen Ratings
05.2009 - 09.2013
GED -
Dallas Urban League
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