Sharlene DeZolt
Las Vegas,NV
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Member Services Specialist
Foundever
10.2022 - Current
- Monitored feedback from members regularly, implementing improvements based on their suggestions and needs.
- Developed strong relationships with members, leading to increased loyalty and a positive brand image.
- Conducted thorough research on current industry trends, incorporating relevant findings into member services strategy.
- Handled delicate situations diplomatically to maintain positive relationships between the organization and its valued members.
- Utilized advanced problem-solving skills to address unique concerns or requests from individual members.
- Managed complex membership accounts, ensuring accurate record-keeping and timely updates.
- Served as primary point of contact for members seeking information about products or services offered by the organization.
- Streamlined communication channels for efficient member support, resulting in improved service quality.
- Enhanced member satisfaction by addressing concerns promptly and providing professional assistance.
Service Supervisor
Albertsons Grocery Store
03.2017 - 04.2021
- Handled customer complaints and inquiries.
- Assisted with training and development of team members.
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
- Managed daily operations of the service department, maintaining a high level of organization and productivity.
- Monitored team's performance and gave feedback when necessary.
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
- Established strong relationships with clients, ensuring their needs were met and promoting long-term loyalty.
- Streamlined service processes, resulting in increased efficiency and reduced operational costs.
- Mentored junior staff members, fostering professional development and career growth opportunities within the company.
- Assisted in the recruitment process for new hires within the service department, contributing valuable input on candidate suitability based on experience requirements.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Restaurant Hostess
The M Resort Spa Casino
02.2009 - 08.2009
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Answered customer questions about hours, seating, and menu information.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Enhanced customer satisfaction by greeting and seating guests promptly upon arrival.
- Provided exceptional service through friendly interactions with customers, answering questions and addressing concerns.
- Managed reservations effectively, accommodating special requests and ensuring accurate guest counts.
- Contributed to a positive team atmosphere by supporting coworkers during peak hours or when understaffed.
- Collaborated with servers to ensure smooth transitions between tables, minimizing wait times for guests.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
Education
No Degree - Bartending
Ace Bartending Academy
Las Vegas, NV05.2008
High School Diploma -
Centennial High School
Las Vegas, NV06.2005
Skills
- Strong empathy
- Call center experience
- Data entry proficiency
- Complaint Handling
- Customer service expertise
- Team Management
- Customer Service
- Computer Skills
- Understanding Customer Needs
- Relationship Building
- Customer Relations
- Issue and Complaint Resolution
- Money handling abilities
- De-Escalation Techniques
- Professional telephone demeanor
- Call Center Operations
Timeline
Member Services Specialist
Foundever
10.2022 - Current
Service Supervisor
Albertsons Grocery Store
03.2017 - 04.2021
Restaurant Hostess
The M Resort Spa Casino
02.2009 - 08.2009
No Degree - Bartending
Ace Bartending Academy
High School Diploma -
Centennial High School
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