Nakita Crawford
Kissimmee,FL
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Legacy Customer Service
Holiday Inn Club Vacations Incorporated
01.2024 - Current
- Responsibilities include answering incoming calls, providing world-class customer service, and maintaining and facilitating sophisticated product knowledge of various ownership types that span across multiple resort locations.
- Additional responsibilities include but are not limited to, making outbound calls to owners and members regarding pre-existing reservations, internal and external exchange reservations, pre-arrivals, and other ad hoc items related to their specific resort location and ownership type.
- Promptly responded to inquiries and requests from prospective customers.
- Managed high volume of inbound calls while maintaining professional demeanor under pressure.
Owner Support Supervisor
Holiday Inn Club Vacations Incorporated
01.2023 - 01.2024
- Club Supervisor Owner Support
- A support supervisor is responsible for monitoring the daily operations of an organization, assisting the team members in resolving customer complaints, and managing process discrepancies to maintain the smooth delivery of services for customer satisfaction.
- Reported issues to higher management with great detail.
- Observed each employee's strengths and initiated a mentoring program to improve areas of weakness.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Completed weekly payroll for 14 employees.
Legacy Customer Service
Holiday Inn Club Vacations Incorporated
03.2022 - 01.2023
- This position is responsible for serving as the primary contact for all fixed and float week owners that are part of the Holiday Inn Club Vacations Inc
- Additional responsibilities include but are not limited to, making outbound calls to owners and members regarding pre-existing reservations, internal and external exchange reservations, pre-arrivals, and other ad hoc items related to their specific resort location and ownership type
- Streamlined communication processes for increased efficiency in addressing customer inquiries.
- Managed approximately 50 plus incoming calls, emails, and faxes per day from customers.
Elite Personal Counselor
Holiday Inn Club Vacations Incorporated
07.2018 - 03.2021
- Educated new and existing owner's with rules and regulations of program.
- Provided customer care services to timeshare owners and guests, including answering inquiries regarding ownership and recruiting potential buyers.
- Processed HOA, mortgage, maintenance, and loan fees payments.
- Created ownership communication according to company's standards and delivered via mail.
- Served as a personal travel agent by reserving vacation upon request to over 300 owners.
- Reserved flights, car rentals, hotels, and cruises.
Club Partner Counselor
Holiday Inn Club Vacations Incorporated
02.2017 - 07.2018
- Educated new and existing owner's with additional ways to use their points through third party agencies.
- Provided quality customer service.
- Booked car rental, airfare, hotels, and cruises.
- Created ownership communication according to company's standards and delivered via email.
- Handled all third party transactions upon request by owners.
Club Counselor
Holiday Inn Club Vacations Incorporated
07.2016 - 02.2017
- Created positive sales/buying experience for customers.
- Identified customer's needs and provided information about the benefits of our service that can meet those needs.
- Professionally and clearly explained and demonstrated our products, services, features, and benefits relating to customer's needs, as well as, being able to troubleshoot customer service questions to help resolve all customer problems/concerns.
- Insured that all company policies are followed
- Accepted payments on customer accounts and made exchanges/upgrades correctly.
- Performed customer service activities, as required.
Education
Associate of Science - Medical Office Management
Valencia College
Kissimmee, FL12.2027
High School Diploma -
Penn Foster High School
Scranton, PA08.2023
Skills
- MS Excel
- MS Word
- Outlook
- Customer Service
- Call Center
- Phone Etiquette
- Staff hiring
- Performance Improvements
Accomplishments
For the second consecutive year, I was apart of the Owner Support team at Holiday Inn Club Vacations has been recognized by J.D. Power for providing "An Outstanding Customer Service Experience" for Phone Support.
Certification
J.D. Power Certification
Languages
English
Timeline
Legacy Customer Service
Holiday Inn Club Vacations Incorporated
01.2024 - Current
Owner Support Supervisor
Holiday Inn Club Vacations Incorporated
01.2023 - 01.2024
Legacy Customer Service
Holiday Inn Club Vacations Incorporated
03.2022 - 01.2023
Elite Personal Counselor
Holiday Inn Club Vacations Incorporated
07.2018 - 03.2021
Club Partner Counselor
Holiday Inn Club Vacations Incorporated
02.2017 - 07.2018
Club Counselor
Holiday Inn Club Vacations Incorporated
07.2016 - 02.2017
Associate of Science - Medical Office Management
Valencia College
High School Diploma -
Penn Foster High School
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