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, NY06-2027
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
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