Priscilla Kelly
Harrisburg,Pennsylvania
Summary
Self-motivated CSR highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere. Reliable and enthusiastic with experience in reception, concierge and customer service areas. Skilled in customer engagement, problem resolution and various software operations. Known for remaining poised and calm in busy environments. Well-rounded committed interacting with guests and resolving issues to propel customer satisfaction. Smoothly resolves issues, greets guests and oversees reception at busy establishments. Polished and tolerant when handling high-stress situations using appropriate responses.
Overview
19
19
years of professional experience
Work History
Guest Service Representative
Hershey Park
Hershey, PA
05.2017 - Current
- Welcomed large volume of guests and improved overall customer service.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Greeted and assisted guests with variety of inquiries, promoting service standards.
- Performed daily cashiering duties including balancing accounts at end of shift.
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Maintained cleanliness of lobby area and front desk counter.
- Assisted guests with check-ins and check-outs in a timely manner.
- Invited guests to join loyalty programs and special promotions to stay connected.
Senior CSR/Coordinator
Delta Dental Insurance
Mechanicsburg, PA
02.2005 - Current
- Identified customer service trends and reported insights to management.
- Performed root cause analysis of recurring problems faced by customers.
- Resolved escalated customer service issues in a timely manner.
- Engaged with customers to identify needs and provide solutions to inquiries.
- Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Maintained and exceeded performance and quality standards, meeting customer support objectives.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
Education
Some College (No Degree) - Nursing
HACC
HarrisburgSkills
- Guest Relations
- Information Protection
- Customer Service
- Data Entry
- Concierge support
- Issue Resolution
- Emergency Response
- Guest Orientation
- Cash handling experience
- Detail Oriented
- Payment Processing
- Complaint Handling
- Computer Skills
- Basic accounting
- Documentation And Reporting
- Flexible Schedule
Timeline
Guest Service Representative
Hershey Park
05.2017 - Current
Senior CSR/Coordinator
Delta Dental Insurance
02.2005 - Current
Some College (No Degree) - Nursing
HACC
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