Oswald Reed
Hilton Grand Vacations
Augusta,GA
21
years of professional experience
Results-oriented customer relations professional with over 15 years in hospitality loyalty programs and client account management. Skilled in resolving complex inquiries and optimizing multi-system database navigation. Focused on enhancing owner interactions to drive retention and loyalty.
Work History
Specialist Loyalty Experience
1 Year 2 Months- Utilize proven loyalty techniques to build trust, maximize organizational revenue, and boost contract retention rates during calls.
- Delivered exceptional Club Customer Relations support through timely, accurate program data, reinforcing premium brand image.
- Consistently meet and exceed monthly personal and department sales goals across critical booking and revenue targets.
- Utilized proven loyalty techniques to build trust and enhance contract retention rates during calls.
- Maintain target levels of contact center productivity, flawlessly multitasking between active communication and system entry.
- Identified opportunities for skill growth by completing corporate training modules to enhance job performance.
Travel Consultant
3 Years 5 Months- Coordinated travel arrangements, including flights, hotels, and transportation services for clients.
- Provided expert advice on destinations, activities, and travel regulations to enhance customer experience.
- Researched and recommended travel itineraries based on client preferences and budget constraints.
- Utilized CRM software to manage client relationships and track bookings efficiently.
Customer Service Representative
2 Years- Delivered end-to-end customer care to a high volume of wireless subscribers, improving individual satisfaction metrics.
- Resolved billing discrepancies, structured payment schedules, and updated customer database to enhance accuracy and customer trust.
- Assisted customers with inquiries, providing accurate product information and service solutions.
- Resolved customer complaints efficiently, ensuring satisfaction and retention.
- Processed transactions accurately using T-Mobile's point-of-sale system.
Verizon Technical Support Agent
1 Year 9 Months- Troubleshot technical system operations for high-tier accounts, resolving issues with tablets, smartphones, and broadband equipment to ensure optimal performance.
- Managed account adjustments and processed digital transactions while upselling relevant network tiers, contributing to achievement of volume targets.
- Provided technical support for software and hardware issues, resolving customer inquiries efficiently.
- Assisted customers in troubleshooting connectivity problems across various devices and platforms.
- Documented and tracked customer interactions using ticketing systems to ensure timely resolutions.
Health Service Technician
10 Months- Conducted wellness checks every 15 minutes, ensuring accurate data records and compliance with safety protocols.
- Managed facility support tasks in accordance with regulatory guidelines to uphold cleanliness and comfort standards.
- Assisted in patient care by monitoring vital signs and reporting changes to nursing staff.
- Maintained accurate medical records in compliance with healthcare regulations and standards.
- Supported daily operations by managing inventory of medical supplies and ensuring availability for patient needs.
Cashier
6 Months- Processed front-end retail financial transactions, ensuring protection of consumer account and payment information.
- Balanced register accurately and organized workspace merchandising at end of every shift to maintain operational efficiency.
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Assisted customers by answering inquiries and providing product information.
- Maintained cleanliness and organization of checkout areas to enhance customer experience.
Key Holder / Sales Associate
2 Years 1 Month- Executed operational security controls, ensuring safety through key holding, nightly walk-throughs, and register opening tasks.
- Reconciled end-of-day store revenue and secured bank deposits, adhering to loss-prevention timelines.
Sales Associate
3 Years- Increased floor sales and customer retention by aligning consumer needs with inventory options.
- Maintained accurate point-of-sale operations and ensured product displays aligned with store branding.
- Assisted customers with product selection and inquiries, enhancing overall shopping experience.
- Processed transactions efficiently using point-of-sale systems to ensure accurate sales reporting.
- Maintained organized merchandise displays, contributing to a visually appealing store environment.
Education
High School Diploma
Skills
Account management
Customer retention
Customer relations
Expert problem solving
Analytical thinking
Customer Engagement
Database management
Cross-functional collaboration
Timeline
Specialist Loyalty Experience
Hilton Grand Vacations
06.2025 - CurrentRead More
Travel Consultant
American Express
01.2022 - 06.2025Read More
Customer Service Representative
T-Mobile
06.2012 - 06.2014Read More
Verizon Technical Support Agent
SITEL
09.2010 - 06.2012Read More
Health Service Technician
ECRH
11.2009 - 09.2010Read More
Cashier
Walmart
05.2009 - 11.2009Read More
Key Holder / Sales Associate
Lids
05.2007 - 06.2009Read More
Sales Associate
Sears
11.2005 - 11.2008Read More
Crosscreek High School
High School Diploma
Read More