Novian Bailey
Miramar,FL
Summary
Dedicated and adaptable Customer Service Representative with a focus on providing exceptional service in high-pressure environments. Skilled in de-escalating situations, accurately inputting data, and utilizing various tools to address customer inquiries effectively.
Overview
8
8
years of professional experience
Work History
Hospitality Team Member
Hilton
03.2021 - 06.2023
- Developed and maintained positive relationships with guests for satisfaction.
- Trained 2-3 new staff members monthly in customer service techniques and hotel operations.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Provided professional customer service, de-escalated situations effectively, and accurately inputted information into systems, meeting and exceeding customer needs.
Sales Manager
Rent A Center
11.2018 - 11.2021
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Conducted 4 team meetings monthly to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach 80% target goals.
- Interacted with customers, demonstrating strong interpersonal and communication skills while promoting and selling products.
Customer Service Retention Specialist
Convergys
06.2017 - 08.2018
- Built constructive customer relationships to improve loyalty and recommendations.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Managed 80+ customer inquiries, resolving issues promptly, and accurately entering data into various systems.
Customer Service Representative - CITIbank Fraud
Centerfield
01.2015 - 06.2017
- Managed approximately 60+ incoming calls, emails and faxes per day from customers.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Utilized problem-solving skills to identify and resolve customer service issues promptly.
Education
Associate Degree -
Miami-Dade College
Miami, FL2018
Skills
- Telephone Etiquette
- PC and Laptop Navigation
- Customer Interaction Model
- Strong Interpersonal and Written Communication
- Problem Solving and De-escalation
- Accurate Data Entry
- North American Geographical Knowledge
- Road Condition Reporting
- Multitasking and Application Navigation
- Multitasking Abilities
- Excellent Communication
- Teamwork and Collaboration
Timeline
Hospitality Team Member
Hilton
03.2021 - 06.2023
Sales Manager
Rent A Center
11.2018 - 11.2021
Customer Service Retention Specialist
Convergys
06.2017 - 08.2018
Customer Service Representative - CITIbank Fraud
Centerfield
01.2015 - 06.2017
Associate Degree -
Miami-Dade College
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