ROCHELLE RANDOLPH
CORONA,CA
Summary
Personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
40
40
years of professional experience
Work History
Customer Service Representative
GLEN IVY RESORT AND SPA
Corona, CA
06.2023 - 11.2023
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Ensured all reservations were properly documented in the system.
- Processed customer payments for reservations over the phone.
- Verified guest information and payment options ensuring accuracy and completeness.
- Resolved guest complaints by providing exceptional customer service.
- Reviewed guest information and payment options, checking for accuracy and completeness.
- Verified customer information including contact details and payment method.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Scheduled reservation requests and maintained accurate records of bookings.
- Offered personalized recommendations based on guest preferences.
CUSTOMER SERVICE REPRESENTATIVE/ DISPATCHER
AIRPORT EXPRESS LIMO
LOS ANGELES, CA
07.2011 - 02.2020
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Set up and activated customer accounts.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Manager of Operations
IT TRAVEL AND TRANSPORTATION
LOS ANGELES, CA
09.1994 - 06.2011
- Oversaw financial management, budget management, accounting and payroll activities.
- Collected customer fees, managed refunds and provided complete sales documentation.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Engaged with existing and potential clients to gain insight into needs.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Hired and onboarded team members to meet immediate and expected demand.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Addressed customer concerns with suitable solutions.
- Managed scheduling, training and inventory control.
Customer Service Agent
AMERICAN AIRLINES
LOS ANGELES, CA
04.1984 - 08.1994
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated customers on special pricing opportunities and company offerings.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
MATHEMATICS
SAN JOSE STATE UNIVERSITY
SAN JOSE CASkills
- Customer Data Confidentiality
- Data Entry
- Transaction Processing
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Verbal and Written Communication
- 55 wpm Typing Speed
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- Call Center Operations
Timeline
Customer Service Representative
GLEN IVY RESORT AND SPA
06.2023 - 11.2023
CUSTOMER SERVICE REPRESENTATIVE/ DISPATCHER
AIRPORT EXPRESS LIMO
07.2011 - 02.2020
Manager of Operations
IT TRAVEL AND TRANSPORTATION
09.1994 - 06.2011
Customer Service Agent
AMERICAN AIRLINES
04.1984 - 08.1994
MATHEMATICS
SAN JOSE STATE UNIVERSITY
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