Renee Julien
Apopka,FL
Summary
Dedicated professional with 12 years of customer service and administrative experience, including a role as a Customer Care Specialist at Hilton Worldwide. Expertise in addressing inquiries and fostering positive customer relations. Strong skills in task prioritization, schedule management, and enhancing engagement, highlighting a dedication to outstanding customer support.
Overview
17
17
years of professional experience
Work History
Administrative Assistant/ Operations Customer Care
How to Manage a Small Law Firm
03.2021 - 08.2024
- Administer prompt and accurate responses to client inquiries via the ZOHO ticketing system, ensuring high-quality customer service and satisfaction
- Execute seamless data management tasks, including updating and synchronizing member information across Wordpress, Keap, and Airtable platforms
- Coordinate and oversee executive schedules, managing Zoom meetings, and maintaining appointment calendars through Outlook and Acuity software
- Compile and analyze program engagement reports, facilitating the identification of active and disengaged members, and conducting outreach to enhance client relations.
Customer Care Specialist
Hilton Worldwide
08.2015 - 10.2019
- Delivered exceptional customer service by courteously welcoming guests and providing comprehensive knowledge of products and services, ensuring a positive brand experience
- Met and exceeded established sales and service targets through effective negotiation and upselling techniques, enhancing revenue generation
- Fostered customer loyalty by proactively identifying and addressing service improvement opportunities, and adeptly implemented feedback for continuous performance enhancement.
Reservation Sales Specialist
Hilton Worldwide
08.2015 - 04.2017
- Developed expertise in company and partner services, consistently achieving sales and customer service targets through proficient needs assessment and tailored solutions
- Enhanced revenue generation by employing solution-focused sales techniques to upsell and cross-sell hotel accommodations and associated services
- Improved customer satisfaction by proactively identifying service enhancement opportunities and effectively managing objections to build trust and rapport.
Tier II Customer Service Representative
Teletech- Intuit TurboTax
09.2014 - 04.2015
- Delivered prompt and effective responses to customer inquiries, ensuring issues were addressed with accuracy and in a timely manner
- Resolved customer complaints and provided technical support, utilizing specialized tools to meet diverse customer needs and maintain high satisfaction levels.
Human Resources Receptionist
Addition Financial
09.2007 - 11.2011
- Managed critical HR documentation, including processing background and credit checks for applicants, and maintaining accurate records of employee files and teller refund logs
- Supported company recruitment efforts through efficient coordination of job fair logistics and prompt processing of employment verifications
- Served as the primary point of contact at the front desk, facilitating interdepartmental assistance and verifying employee income information for lending purposes.
Education
Associates Degree - Hospitality and Tourism Management
Valencia College
Orlando, FL05.2007
Skills
- Amazon Connect
- Microsoft Office
- Customer Service Expert
- Positive Team Player
- HTM Dashboard
- Airtable
- Citrix
- Active listening
- Telecommunication Skills
- Acuity
- Zoho Boards
- Communication
- Problem solving
- Empathy
- Time Management
- Adaptability
Timeline
Administrative Assistant/ Operations Customer Care
How to Manage a Small Law Firm
03.2021 - 08.2024
Customer Care Specialist
Hilton Worldwide
08.2015 - 10.2019
Reservation Sales Specialist
Hilton Worldwide
08.2015 - 04.2017
Tier II Customer Service Representative
Teletech- Intuit TurboTax
09.2014 - 04.2015
Human Resources Receptionist
Addition Financial
09.2007 - 11.2011
Associates Degree - Hospitality and Tourism Management
Valencia College
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