NATEESHKKA TROCHE
Celebration,FL
Summary
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Overview
6
6
years of professional experience
Work History
Service Resolution Manager
Holiday Inn Club Vacations
Orlando , Florida
10.2020 - 02.2022
- Answered 30-35 inbound calls per day, assisting timeshare owners with exit options
- Attempted to reengage owners who wanted to relinquish their ownership
- Resolved cases within established guidelines
- Respond to correspondence addressed to executives
- Contacted guests via phone or email concerning feedback left on the company website
Customer Service Representative
Holiday Inn Club Vacations
Orlando, FL
07.2019 - 10.2020
- Answered 45-50 escalated calls per day from timeshare owners who have requested to speak to a supervisor or who have asked to have their request or complaint escalated
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Made compensation decisions based on available information
- Documented conversations with customers to track requests, problems and solutions
- Assisted in special projects assigned to me, supporting the development and growth of the company
- Achieved and maintained departmental performance standards.
Club Counselor Representative
Holiday Inn Club Vacations
Orlando , Florida
11.2018 - 07.2019
- Handled 55-60 calls per day to address customer inquiries and concerns
- Assisted timeshare owners with bookings
- Learned and maintained in-depth understanding of timeshare benefits and policies in order to provide knowledgeable responses to diverse questions.
- Processed debit and credit card and electronic check payments.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Service Representative
Inktel
Orlando, FL
04.2018 - 10.2018
- Answered inbound calls from customers who were not satisfied with products received
- De-escalated irate customers
- Assisted in refunding or replacing products
- Provided compensation based on available information
- Documented customer complaints, fast-tracking them for problem resolution
- Answered general customer questions
- Assisted customers who preferred to communicate via email, to ensure customer satisfaction.
Crew Trainer
Wetzels pretzels
Orlando, FL
05.2016 - 07.2017
- Instructed new team members on correct procedures for all areas of operations
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations
- Developed skill-specific training programs to promote employee development
- Collaborated with trainees to bolster understanding of safety and inventory waste to meet pre-established business thresholds for operation
- Developed and implemented strategies to enhance team performance, improve processes and increase efficiency
- Collaborated with crew trainees to document and resolve potential customer concerns to drive brand satisfaction and loyalty
- Evaluated client processes, employee performance and training progress to determine additional training needs.
Education
High School Diploma -
Celebration High School
Celebration, FL05.2018
Skills
- Understanding Customer Needs
- Multitasking and Prioritization
- Complaint resolution
- De-escalation Techniques
- Attention to Detail
- Customer Retention Strategies
- Verbal and Written Communication
- Call Volume and Quality Metrics
- Inbound and Outbound Calling
- Salesforce CRM
- POS systems expert
- Bilingual
Languages
English
Spanish
Timeline
Service Resolution Manager
Holiday Inn Club Vacations
10.2020 - 02.2022
Customer Service Representative
Holiday Inn Club Vacations
07.2019 - 10.2020
Club Counselor Representative
Holiday Inn Club Vacations
11.2018 - 07.2019
Customer Service Representative
Inktel
04.2018 - 10.2018
Crew Trainer
Wetzels pretzels
05.2016 - 07.2017
High School Diploma -
Celebration High School
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