Roxanne Brizuela
Hot Springs,AR
Summary
Dedicated customer service representative with strong problem resolution and active listening skills. Proven ability to enhance customer satisfaction through effective relationship building and call management.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Tombestone Photos
03.2019 - 07.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed order processing using CRM systems to ensure timely fulfillment and customer satisfaction.
- Trained new staff on company policies and customer service protocols to enhance team performance.
- Developed workflows for handling customer feedback, improving response times and service quality.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Front Desk Receptionist
Embassy Suites
02.2017 - 08.2019
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Coordinated reservations using hotel management software to optimize room assignments.
- Trained new staff on front desk procedures and customer engagement techniques.
- Oversaw daily cash handling procedures, ensuring accuracy in financial transactions.
- Collaborated with housekeeping and maintenance teams to ensure room readiness for guests.
- Developed and maintained strong relationships with guests, fostering repeat business and loyalty.
- 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.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Developed strong working relationships with team members, fostering a positive work environment.
Customer Service Representative
ACCENT Marketing Services LLC
11.2014 - 02.2019
- Collaborated with cross-functional teams to streamline processes and improve overall efficiency.
- Analyzed customer interactions to identify trends and recommend improvements to service delivery.
- Led initiatives to enhance product knowledge among staff, resulting in improved sales support.
- Mentored junior representatives, fostering a collaborative environment focused on professional growth.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
High School Diploma -
Rancho Vista High
Temecula, CASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Complaint handling
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Scheduling
- Call management
- Product knowledge
- Appointment scheduling
- Team development
- De-escalation techniques
- Multi-line phone talent
- Reading comprehension
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Tombestone Photos
03.2019 - 07.2024
Front Desk Receptionist
Embassy Suites
02.2017 - 08.2019
Customer Service Representative
ACCENT Marketing Services LLC
11.2014 - 02.2019
High School Diploma -
Rancho Vista High