Quinnettra Finley
Indian Head,MD
Summary
Experienced and reliable customer service officer with extensive experience providing assistance in a busy call center setting. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
FIS Global
02.2023 - Current
- Answered constant flow of customer calls with minimal wait times
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Consistently earned “above average” or “excellent” on-call quality evaluations.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Support Technician
QuickBooks
11.2021 - 02.2023
- Worked with various systems, software and peripherals and various types of games.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and Quickbooks policies.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assisted in development of system security protocols.
- Enhanced helpdesk ticketing system, resulting in 95% reduction in support call turnaround time.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in remote sessions.
Front Desk Guest Service Agent
Quality Inn & Suites
10.2012 - 07.2017
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Implemented marketing and promotional initiatives to increase occupancy.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
- Trained new staff members in customer service techniques and hotel operations.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Enforced policies and procedures to increase efficiency.
Front Desk Receptionist
Town Of New Brockton City Hall
05.2009 - 10.2012
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Completed data entry and filing to keep records updated for easy retrieval.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Handled assignments independently with good judgement and critical thinking skills
- Completed all tasks in compliance with company policies and procedures.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Confirmed appointments, communicated with clients, and updated client records.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Compiled information from files and research to satisfy information requests.
- Operated multi-line telephone system to answer and direct high volume of calls
Education
High School Diploma -
Elba High School
Elba, AL05.2010
Skills
- Data entry and maintenance
- Credit card applications
- Customer account management
- Complaint resolution
- MS Office and CRM
- Multiline phone etiquette
- Communication
- Attention to detail
- Report preparation
- Creative problem solving
- Recordkeeping strengths
- CRM
- Professional telephone demeanor
- Money handling abilities
- Technical Support
Profession Relevant Skills
- Capable of handling a variety of disputes and facilitating quick and efficient resolutions over the phone.
- Proven ability to multitask and use multiple phones and other technical devices while providing exceptional customer service.
- Proficient understanding of Microsoft Word, Excel and Access.
- Knowledgeable of common office electronics and tech support.
- Passionate about promoting lasting customer satisfaction.
- Can utilize upselling prowess to sell additional products to customers or clients after providing assistance.
- Able to enter large quantities of data into a computer and retrieve important information in a brief period of time.
- Capable of entering data while remaining online with several customers at once.
- Strong verbal communication skills allow for the fostering of strong bonds with customers during all interactions.
- Able to thrive and meet company standards in a busy call center environment both alone and in a team setting.
- Successful at satisfying different types of customers with creative and knowledgeable solutions.
Timeline
Customer Service Representative
FIS Global
02.2023 - Current
Support Technician
QuickBooks
11.2021 - 02.2023
Front Desk Guest Service Agent
Quality Inn & Suites
10.2012 - 07.2017
Front Desk Receptionist
Town Of New Brockton City Hall
05.2009 - 10.2012
High School Diploma -
Elba High School
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