Summary
Overview
Work History
Education
Skills
Timeline
Generic

Quanisha Porter

Bronx

Summary

Versatile and detail-oriented professional with over 7 years of experience in hospitality, office administration, and remote customer service. Proficient at handling high-volume customer interactions, scheduling, data entry, and dispatch coordination while maintaining professionalism, efficiency, and excellent client relations. Skilled in problem-solving, multitasking, and utilizing various software tools to streamline operations in both corporate and remote settings.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Global Contact Services
01.2023 - Current
  • Handle high-volume inbound calls and assist customers with trip scheduling, cancellations, and travel concerns
  • Maintain accurate data entry and documentation on multiple platforms such as MTA tracking and Adept tools
  • De-escalate customer complaints while providing efficient and empathetic solutions
  • Coordinate with dispatch teams to ensure accurate location and trip adjustments
  • Work in a fast-paced remote setting, managing time effectively while handling multiple tasks

EXL Premium Auditor

EXL Service Overland Solutions
06.2022 - 01.2023
  • Improved client satisfaction by delivering timely and accurate audit reports, addressing inquiries, and providing clear recommendations.
  • Enhanced audit accuracy by conducting thorough premium audits and analyzing financial records.
  • Achieved high levels of accuracy in calculating premiums owed using established rating plans and classifications guidelines.
  • Conducted outbound calls for collections and accurately documented and cited monitoring calls to ensure compliance and quality standards.

Customer Care Specialist

Center One Call Center
03.2020 - 04.2022
  • Managed high call volumes, assisting clients with account inquiries, transactions, and dispute resolution
  • Processed payments, resolved disputes, and provided accurate information regarding fees, interest rates, and rewards program to enhance customer satisfaction
  • Provided customer support via phone, email, and chat
  • Worked in a remote environment, meeting performance metrics and customer satisfaction goals
  • Conducted outbound calls for collections and accurately documented and cited monitoring calls to ensure compliance and quality standards


Front Desk Guest Service Agent

Embassy Suites – Hilton
05.2017 - 12.2020
  • Assisted guests with reservations, check-ins, and customer concerns
  • Processed financial transactions and front-desk operations
  • Delivered high-quality customer service in a fast-paced hospitality environment
  • Consistently maintaining Hilton’s high standards of service by ensuring all guest interactions reflect the brand’s commitment to excellence, luxury, and attention to detail
  • Proactively anticipating guest needs and going above and beyond to deliver personalized service, ensuring each guest has a memorable and exceptional stay that aligns with Hilton’s reputation for outstanding hospitality

Education

Associate of Science - Human Services

Monroe University
Bronx, NY
06-2027

CNA/HHA Nursing - Nursing

Broome Tioga BOCES
02.2015

Skills

  • Active listening & Problem resolution
  • Call handling & Handling high call volumes
  • Secure handling of sensitive information
  • Scheduling & Workflow coordination
  • Professional email correspondence
  • Verbal & written communication skills
  • Time management & Self-motivation
  • Financial reporting & Managing multiple tasks
  • Proficient in Microsoft Office Suite (Outlook, PowerPoint, Word)

Timeline

Customer Service Representative

Global Contact Services
01.2023 - Current

EXL Premium Auditor

EXL Service Overland Solutions
06.2022 - 01.2023

Customer Care Specialist

Center One Call Center
03.2020 - 04.2022

Front Desk Guest Service Agent

Embassy Suites – Hilton
05.2017 - 12.2020

Associate of Science - Human Services

Monroe University

CNA/HHA Nursing - Nursing

Broome Tioga BOCES
Quanisha Porter