MISHAY MCCLOUD
Auburn
Summary
Demonstrated adaptability in both remote and in-person environments, consistently providing outstanding customer support and enhancing client satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Hampton by Hilton
06.2022 - 09.2023
- Delivered high-quality customer service, managed reservations, handled billing, and resolved guest concerns while maintaining accurate records.
Reservation Agent
Virgin America
05.2017 - 09.2017
- Provided phone-based customer support assisting with reservations, cancellations, and ticket exchanges in a call center environment.
Education
High School Diploma - undefined
Foster High School
Tukwila, WANo Degree -
Brightwood College
Dallas, TXSkills
- Oversaw customer service operations to improve response times and service quality Developed training programs for staff to enhance customer interaction skills Implemented strategies to elevate customer satisfaction and loyalty
- Oversaw call center operations to optimize customer service delivery and enhance team performance Developed and implemented strategies to streamline processes and improve response times Mentored team members to foster a culture of continuous improvement and accountability
- Oversaw phone, email, and chat support operations to enhance customer satisfaction Developed strategies to improve response times and service quality Trained team members on best practices for customer engagement and support
- Implemented de-escalation strategies to maintain a calm and productive environment
- Performed data entry tasks to support efficient record-keeping and information retrieval
- Oversaw the integration of Microsoft Office tools to enhance team productivity and collaboration Developed training materials for staff on effective use of Office applications Championed best practices for document management and presentation design
- Oversaw coordination of various projects to enhance team efficiency and productivity Facilitated communication among team members to streamline task execution Championed initiatives that improved workflow and resource allocation
- Monitored and enforced policy compliance to maintain organizational integrity
Certification
- Hilton Honors Training
- Virgin America Customer Service Training
Timeline
Front Desk Agent
Hampton by Hilton
06.2022 - 09.2023
Reservation Agent
Virgin America
05.2017 - 09.2017
High School Diploma - undefined
Foster High School
No Degree -
Brightwood College