Sonia Daly
Shreveport,LA
Summary
Criminal Justice/Homeland Security professional with a track record of enhancing customer satisfaction and loyalty. Skilled in complaint resolution and Microsoft Excel. Demonstrated ability to manage high-stress situations and improve service delivery, achieving positive outcomes and repeat business. Excelled in team training, inventory management, and optimizin bringing top-notch skills in oral and written communication, active listening and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Walmart
03.2011 - 08.2012
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Guest Services Coordinator
Hollywood Casino Gulf Coast
04.2009 - 11.2010
- Gave information about area attractions and provided directions.
- Booked appointments, accepted payments and answered guest questions.
- Trained junior team members in customer service strategies and property policies.
- Confirmed arrival and departure times for guests.
- Resolved complaints regarding housekeeping and room service.
- Increased repeat bookings through proactive outreach efforts targeting previous guests with personalized offers.
- Streamlined check-in and check-out processes for improved guest experiences.
Logistics Specialist
Barksdale Air Force Base
03.2007 - 08.2008
- Tracked supply, equipment and product inventory quantities to maintain necessary levels.
- Coordinated incoming and outgoing shipments to maintain schedules.
- Managed inventory levels for optimal cost savings and minimal stockouts.
- Oversaw every phase of supply chain, from purchase order to delivery to invoicing, targeting 100% end-user satisfaction.
- Maintained compliance with all relevant regulations, ensuring safe transportation of goods while avoiding costly fines or penalties due to non-compliance issues.
Education
Master of Science - Homeland Security
Columbia Southern University
Orange Beach, AL09-2024
Skills
- Call center experience
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Microsoft PowerPoint
- Documentation
- Scheduling
Timeline
Customer Service Representative
Walmart
03.2011 - 08.2012
Guest Services Coordinator
Hollywood Casino Gulf Coast
04.2009 - 11.2010
Logistics Specialist
Barksdale Air Force Base
03.2007 - 08.2008
Master of Science - Homeland Security
Columbia Southern University
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