Natarsha Goldsmith
Lancaster,Texas
Summary
Highly skilled and driven Front Desk Agent with expertise in managing reservations, handling telephone calls, and addressing customer inquiries. Committed to providing exceptional service and ensuring guest satisfaction at all times. Possesses a poised and professional demeanor, adept at resolving customer dissatisfaction through prompt service and diplomatic communication.
Overview
11
11
years of professional experience
Work History
Hotel Front Desk Agent
Doubletree by Hilton Dallas/Richardson
03.2016 - Current
- Front Desk Agents are responsible for greeting and registering the guest providing outstanding guest service during their stay and settling the guest's account upon completion of their stay
- Primary responsibilities include registering guests making and modifying reservations.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Completed late check-ins and directed guests to rooms and facilities.
Licensing Technician
State Farm
03.2015 - Current
- Informed customers by mail or telephone of additional steps needed to obtain licenses.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
- Self-motivated, with a strong sense of personal responsibility.
- Developed and maintained courteous and effective working relationships.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Technical Support Representative
Teleperformance USA
08.2013 - 03.2015
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to customer technical support needs.
Education
Associate of Arts - Computer And Information Sciences
University of Phoenix
Tempe, AZ01.2013
High School Diploma -
C.E. Byrd Highschool
05.1995
Skills
- Complaint Handling
- Security awareness
- Data Collection
- Call Management
- Complaint resolution
- Product Knowledge
- Account updating
- Technical Support
- Office equipment proficiency
- Documentation
- Call Center Operations
- Team Development
- Customer Relationship Management (CRM)
- Customer Service
- Follow-up skills
- Microsoft Excel
Accomplishments
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- Received a job promotion within 9 months of hire date due to outstanding performance.
- Supervised team of 6 staff members.
- Recipient of individual and departmental awards for providing stellar client service.
- Best Employee in Guest Assistance award.
Timeline
Hotel Front Desk Agent
Doubletree by Hilton Dallas/Richardson
03.2016 - Current
Licensing Technician
State Farm
03.2015 - Current
Technical Support Representative
Teleperformance USA
08.2013 - 03.2015
Associate of Arts - Computer And Information Sciences
University of Phoenix
High School Diploma -
C.E. Byrd Highschool
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