Rhonda King
Fort Worth
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
Work History
Awards Reservations
American Airlines
01.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided accurate information about products and services to customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved customer complaints promptly and efficiently.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified opportunities for upselling additional products or services based on customer needs.
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries via phone, email, and chat.
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained a high level of professionalism when dealing with difficult customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Monitored call volume trends to ensure adequate staffing levels during peak hours.
- Encouraged customers to book stays directly through the hotel website or reservation system.
- Adhered to company policies and procedures while handling guest requests and inquiries.
- Answered incoming calls from potential customers in a timely manner.
- Informed customers about applicable discounts or promotional offers available for their stay.
- Explained cancellation policies clearly to customers prior to booking.
- Maintained up-to-date records of all reservations made via telephone or online systems.
- Processed payment transactions accurately and efficiently.
- Resolved customer complaints quickly and efficiently by taking appropriate action or referring them to a supervisor as necessary.
- Responded promptly to customer inquiries, concerns, and complaints.
- Reviewed guest information and payment options, checking for accuracy and completeness.
- Relayed information on availability, pricing and discounts to customers.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Researched and resolved customer issues.
- Verified guest information and payment options ensuring accuracy and completeness.
- Suggested amenities suited to clients' needs.
- Maintained confidentiality of customer information in compliance with privacy regulations.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Took reservations from patrons by phone or online.
- Built and maintained productive relationships with employees.
- Coached staff on strategies to enhance performance and improve customer relations.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
Restaurant Hostess
Sushi Tsu
Tampa
05.2011 - 05.2012
- Verified accuracy of orders before delivering them to customers' tables.
- Provided assistance to servers as needed including refilling beverages and clearing plates from tables.
- Completed daily side work tasks assigned by management such as rolling silverware or folding napkins.
- Prioritized and organized tasks to efficiently accomplish service goals.
Server
Dunkin Donuts
Tampa
05.2010 - 11.2010
Education
Master of Arts - Radio And Television
University of North Texas
Denton, TX05-2010
Bachelor of Arts - Liberal Arts
Sarah Lawrence College
Bronxville, NY05-2000
Skills
- Customer service
- Conflict resolution
- Payment processing
- Call handling
- Order management
- Time management
- Computer skills
- Task prioritization
- Good Telephone Etiquette
- Organization
- Flexible and adaptable
- Dependable and responsible
- Leadership
Timeline
Awards Reservations
American Airlines
01.2022 - Current
Restaurant Hostess
Sushi Tsu
05.2011 - 05.2012
Server
Dunkin Donuts
05.2010 - 11.2010
Master of Arts - Radio And Television
University of North Texas
Bachelor of Arts - Liberal Arts
Sarah Lawrence College