Summary
Overview
Work History
Education
Skills
Timeline
Generic

Samoya Samoya

The Bronx,NY

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

6
6
years of professional experience

Work History

Front Desk Agent

Comfort Suites Hotel
Coraopolis, PA
07.2023 - 03.2024
  • Greeted customers in a professional and friendly manner.
  • Answered phones, responded to inquiries, and took messages.
  • Assisted with check-in and check-out procedures for guests.
  • Processed payments accurately and efficiently.
  • Resolved customer complaints promptly and courteously.
  • Provided information about hotel amenities, services, and local attractions.
  • Maintained cleanliness of lobby area at all times.
  • Inputted guest information into computer system accurately and securely.
  • Verified accuracy of room rates and other charges during check-in process.
  • Ensured that all safety regulations were followed according to company standards.
  • Monitored security cameras in lobby area as needed.
  • Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
  • Addressed customer needs in a timely manner.
  • Managed cash drawer responsibly throughout shift.
  • Stayed current on promotions, discounts, packages, and offers available at the hotel.
  • Collaborated with colleagues to ensure smooth operations of front desk area.
  • Provided excellent customer service while upholding company policies.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Answered telephones and greeted visitors to assist, answer questions and direct.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Posted charges, updated accounts and issued bills to departing guests.
  • Input customer data into reservation systems and updated to reflect room changes.
  • Responded to inquiries and room requests made online, by phone and via email.
  • Completed end-of-day reporting and balanced registers to maintain financial accuracy.
  • Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Advised housekeeping staff of rooms vacated and ready for cleaning.
  • Computed bills, collected payments and made change for guests.
  • Greeted, registered and assigned rooms to hotel or motel guests.
  • Reviewed accounts and charges with guests during check out process.
  • Contacted housekeeping or maintenance staff to report room or building issues.
  • Verified customer credit to establish payment method for accommodations.
  • Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
  • Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
  • Issued room keys and escort instructions to bellhops.

Sales Chat Agent

24-7 Intouch
Montego Bay, Saint James
10.2022 - 01.2023
  • Provided customers with product information and answered inquiries about services.
  • Resolved customer complaints in a professional manner.
  • Assisted customers with online purchases, order tracking and payment options.
  • Greeted customers upon entering the chat room and provided assistance as needed.
  • Educated customers on how to use new products and services offered by the company.
  • Developed strategies to increase customer engagement through live chat support.
  • Analyzed customer data to identify trends in purchasing behavior.
  • Identified potential upselling opportunities during customer conversations.
  • Maintained an up-to-date knowledge of company products and services offerings.
  • Responded promptly to customer inquiries via email, telephone or chat sessions.
  • Provided technical advice regarding software installation or product usage.
  • Collaborated with other departments such as marketing and IT to resolve issues quickly.
  • Participated in team meetings to discuss challenges related to sales chat operations.
  • Explained new products and services to customers.
  • Received, responded to and resolved customer issues or complaints quickly, resulting in increased client satisfaction.
  • Answered questions from customers that came in through the company's online chat feature.
  • Walked customers through online demonstrations to support better understanding of product features.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Nurtured existing relationships with longtime customers while exploring opportunities to develop partnerships with prospects and leads.
  • Listened to customer needs to identify and recommend best products and services.
  • Identified customer needs by asking questions and advising on best solutions.
  • Greeted and assisted customers to foster positive experiences.
  • Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.

Collections Agent

ITel BPO
Montego Bay, Saint James
08.2022 - 09.2022
  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Researched customer accounts for any discrepancies or outstanding payments.
  • Adhered to company policies and applicable laws while collecting debts from customers.
  • Analyzed customer data to identify potential areas of improvement within the collections department.
  • Monitored customer accounts for changes in financial status or contact information.

Reservation Agent

ITel BPO
Montego Bay, Saint James
03.2021 - 01.2022
  • Answered inbound calls and responded to customer inquiries regarding reservations.
  • Provided customers with information on hotel services, amenities, and packages.
  • Processed customer payments for reservations over the phone.
  • Scheduled reservation requests and maintained accurate records of bookings.
  • Verified customer information including contact details and payment method.
  • Assisted customers with special needs or requests such as room upgrades or late check-outs.
  • Resolved guest complaints by providing exceptional customer service.
  • Maintained a thorough understanding of hotel policies and procedures.
  • Provided support to other departments when needed.
  • Advised guests on local attractions and activities available nearby.
  • Assisted customers via phone by providing confirmations, answering questions and offering general information.
  • Researched and resolved customer issues.
  • Relayed information on availability, pricing and discounts to customers.
  • Verified guest information and payment options ensuring accuracy and completeness.
  • Suggested amenities suited to clients' needs.
  • Reviewed guest information and payment options, checking for accuracy and completeness.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.

Customer Service Representative

Conduent
Montego Bay, Saint James
08.2019 - 03.2021
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Educated customers on special pricing opportunities and company offerings.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Improved customer service wait times to mitigate complaints.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Supported sales team members to drive growth and development.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Strengthened customer retention by offering discount options.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Surpassed sales goals through implementation of successful marketing strategies.

Sales Agent

Centerfield
Montego Bay, Saint James
04.2019 - 06.2019
  • Developed relationships with customers by providing excellent customer service.
  • Created presentations and proposals for prospective clients.
  • Negotiated contracts with customers to secure sales deals.
  • Maintained accurate records of all sales activities in the company's CRM system.
  • Performed daily analysis of sales figures to identify areas of improvement within the team's performance.
  • Identified opportunities for cross-selling additional products and services.
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Regularly met or exceeded established sales goals by implementing strategic closing techniques.
  • Offered product and service consultations and employed upselling techniques.
  • Developed key customer relationships to increase sales.
  • Answered product questions with up-to-date knowledge of sales and promotions.
  • Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
  • Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
  • Fostered relationships with customers to expand customer base and retain business.
  • Improved overall customer purchasing experiences to promote steady revenue.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Listened to customer needs to identify and recommend best products and services.
  • Identified customer needs by asking questions and advising on best solutions.
  • Greeted and assisted customers to foster positive experiences.
  • Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.

Customer Service Representative

Advanced Call Center Technologies, ACT
Montego Bay, Saint James
12.2017 - 03.2019
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Educated customers on special pricing opportunities and company offerings.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Made outbound calls to obtain account information.
  • Improved customer service wait times to mitigate complaints.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Supported sales team members to drive growth and development.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Mentored junior team members and managed employee relationships.
  • Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Excelled in exceeding daily credit card application goals.

Education

Business/Science

Rusea's High Scool
Hanover, Jamaica
06-2016

Skills

  • Safety and security procedures
  • Guest amenities
  • Guest Relations
  • Information Protection
  • Room assignments
  • Credit and cash payments
  • Time Management
  • Customer Service
  • Hospitality services
  • Microsoft Office
  • Reporting capabilities
  • Word Processing
  • Oral and written communications
  • Listening Skills
  • Problem-solving skills
  • Sales expertise
  • Cash Handling
  • Guest Services
  • Reservations
  • Mail and packages

Timeline

Front Desk Agent

Comfort Suites Hotel
07.2023 - 03.2024

Sales Chat Agent

24-7 Intouch
10.2022 - 01.2023

Collections Agent

ITel BPO
08.2022 - 09.2022

Reservation Agent

ITel BPO
03.2021 - 01.2022

Customer Service Representative

Conduent
08.2019 - 03.2021

Sales Agent

Centerfield
04.2019 - 06.2019

Customer Service Representative

Advanced Call Center Technologies, ACT
12.2017 - 03.2019

Business/Science

Rusea's High Scool

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Samoya Samoya