NyOsha Randle
Houston,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Front Desk Night Auditor
Hyatt
06.2022 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Performed nightly updates to room charges and rates.
- Kept accounts in balance and ran daily reports to verify totals.
- Entered and updated sensitive customer information during check-ins and room changes.
- Logged wake-up call requests and set up automatic rings in system.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Reviewed checklist on daily basis and planned shift accordingly.
Customer Service Representative
Pinot's Palette
06.2020 - 10.2020
- Managed over 60+ calls per day.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and de-escalated major issues before contacting supervisors.
- Answered constant flow of customer calls using multi line phone system to communicate with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Quality Analyst/ Trainer /Supervisor
Conduent
09.2014 - 09.2017
- Provided coaching to agents to proactively manage quality standards and compliance
- Completed side by side monitoring to gather insight on customer satisfaction and effectiveness of operations team, completed documentation as well as analyze trends as necessary to determine areas of opportunity
- Responsible for departments overall performance and for motivating the team to exceed departments goals and objectives.
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Quality Assurance Analyst/ Trainer/ Supervisor
APAC Customer Service Inc
03.2011 - 10.2013
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Organized and maintained work environment to allow for maximum productivity.
- Fixed identified issues to improve workflows.
- Established clear goals and objectives for 4 to 5 different supervisor's teams of about 30+ people a day. This helped ensure that everyone was on the same page and working towards the same goals.
Education
Esthetician License - Esthetics
Ogle School Hair Skin Nails
Stafford, TX12.2022
Certificate in Business Entrepreneurship -
Houston Community College
Houston, TX12.2019
High School Diploma -
Brenham High School
Brenham, TX05.2005
Skills
- Word
- Data entry
- Quality Assurance
- Logistics
- Microsoft Outlook
- Customer service
- Microsoft Excel
- Microsoft Word
- Training & development
- SharePoint
- Sales and Upselling
- Call Volume and Quality Metrics
- Microsoft Office
- Livechat Messaging
Timeline
Front Desk Night Auditor
Hyatt
06.2022 - Current
Customer Service Representative
Pinot's Palette
06.2020 - 10.2020
Quality Analyst/ Trainer /Supervisor
Conduent
09.2014 - 09.2017
Quality Assurance Analyst/ Trainer/ Supervisor
APAC Customer Service Inc
03.2011 - 10.2013
Esthetician License - Esthetics
Ogle School Hair Skin Nails
Certificate in Business Entrepreneurship -
Houston Community College
High School Diploma -
Brenham High School
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