Porscha Hollingsworth
Phoenix,AZ
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional.
Overview
18
18
years of professional experience
Work History
Computer Support Specialist
Uhaul
06.2023 - Current
- Delivered exceptional customer service on IT calls and maintained calm and professional demeanor.
- Manage 20-30 calls daily with handling online chat.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Streamlined company operations by implementing effective IT support protocols and procedures.
- Reduced downtime for users with efficient troubleshooting, problem diagnosis, and resolution of hardware and software issues.
CS Resolution Specialist
ATT Mobility
07.2010 - 03.2023
- Connected with customers to address questions and resolve issues through phone and email.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Established customer retention programs to improve loyalty and increase lifetime value.
- Manage inbound calls of 30-60 call daily.
Guest Service Representative
Norwegian Cruise Line
01.2006 - 06.2010
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Enhanced guest satisfaction by providing exceptional customer service at front desk.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
Education
High School Diploma - Primary Studies
Sylvan Hills High School
Sherwood, AR05.2002
Skills
- Service Quality Standards
- Team Oriented
- Overdue Balance Detection
- Skip Tracking
- Analytical and Critical Thinking
- Bill Processing
- Microsoft Office
- Organizational Skills
- Pleasant Telephone Demeanor
- Auto Dialers
Languages
English
Native or Bilingual
Timeline
Computer Support Specialist
Uhaul
06.2023 - Current
CS Resolution Specialist
ATT Mobility
07.2010 - 03.2023
Guest Service Representative
Norwegian Cruise Line
01.2006 - 06.2010
High School Diploma - Primary Studies
Sylvan Hills High School
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