Rhea Simon
Bridgeton,NJ
Summary
Dedicated Senior Customer Service Agent with 10 years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
4
4
years of professional experience
Work History
Senior Customer Service Agent
Maximus
New York, NY
2022.07 - 2023.07
- Answered inbound calls for NY Depart of Health.
- Scheduled appointments for COVID testing.
- Screened people to get the vaccine.
- Collected personal and demographic information.
- Answered questions pertaining to the vaccines.
- Troubleshooting computer issues for customers that are setting up appointments at home.
Hotel Front Desk Supervisor
Courtyard by Marriott
Vallejo
2019.07 - 2022.05
- Ensuring top tier service is provided to all customers and staff.
- Greeting guest, processing reservation, ensuring all special requests are meant.
- Processing Payments in person or over the phone.
- Assist in solving all issues in a professional and expediting manner.
- Assisting with making bi weekly schedules.
- Knowledgeable of essential resort and/ or hotel operations.
- Communicating with maintenance, housekeeping, security and outside vendors.
Customer Service Representative
Discover
New Castle , Delaware
2015.05 - 2019
- Navigated a computerized phone system, answered claims, documented phone calls, and updated customer files.
- Utilized effective verbal communication and problem-solving skills to handle customer service inquiries and complaints.
- Reviewing applications, accounts and payments
Education
CNA - Nursing
Vallejo Nursing School
Vallejo, CA2021-03
High School Diploma -
Vineland Senior High School
Vineland, NJ2006-07
Skills
- Customer Retention
- Strategy Development
- Payment Processing
- Complaint Handling
- Call Center Operations
- Account Management
- Membership renewals
- Order Fulfillment
- Service Recommendations
- Documentation Review
- Call Control
- Conflict Management
- Team monitoring
- Credit card processing
- Quality Assurance
- Complaint resolution
- Customer Support
- Returns and exchanges
- De-Escalation Techniques
- Cross-Functional Collaboration
- Process Improvement
- CRM Software
Timeline
Senior Customer Service Agent
Maximus
2022.07 - 2023.07
Hotel Front Desk Supervisor
Courtyard by Marriott
2019.07 - 2022.05
Customer Service Representative
Discover
2015.05 - 2019
CNA - Nursing
Vallejo Nursing School
High School Diploma -
Vineland Senior High School