Cynthia Stover
Chesterfield,IL
Summary
Professional and knowledgeable office clerk offering several years of experience in administrative support and customer service. Expert in managing high-stress situations and fostering team collaboration. Achieved significant improvements in customer loyalty and operational efficiency, leveraging both empathetic communication and meticulous file management. Highly efficient planning, problem-solving, and communication skills.
Overview
7
7
years of professional experience
Work History
Hotel Manager
Rivers Edge Lodge
12.2023 - 07.2024
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Provided services efficiently and with high level of accuracy.
- Provided exceptional service and assistance to guests upon check-in.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Customer Service Collections Representative
Corporate Consulting Services
11.2018 - 05.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained accurate records of collection activities, ensuring compliance with company policies and industry regulations.
- Increased customer satisfaction by promptly addressing and resolving account issues.
- Provided thorough documentation of all interactions with customers, allowing for seamless handoffs between team members and accurate account management.
- Managed high-volume call center environment, handling inbound and outbound calls professionally and efficiently.
- Established rapport with customers through active listening and empathetic communication techniques.
- Responded to customer inquiries and provided detailed account information.
CNA
Carlinville Rehabilitation & Health Care Center
08.2017 - 10.2018
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Reduced patient stress levels through effective communication and active listening skills.
- Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
Education
GED -
Carlinville High School
Carlinville, IL09.1984
Skills
Organization skills
Customer/Client relations
File Management
Greeting and Seating Clients
Multi-line telephone operation
Service-oriented mindset
Punctual and Reliable
Courteous and Professional
Timeline
Hotel Manager
Rivers Edge Lodge
12.2023 - 07.2024
Customer Service Collections Representative
Corporate Consulting Services
11.2018 - 05.2024
CNA
Carlinville Rehabilitation & Health Care Center
08.2017 - 10.2018
GED -
Carlinville High School
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