Sulema Hall
Hitchcock,Texas
Summary
Well-rounded Front Desk Agent with 3 years of hands-on experience managing guest check-in and check-out and resolving guest complaints. Seasoned and outgoing individual committed to maximizing company profits and accommodating guest requests. Proficient in various types of reservation software. Self-motivated representative highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere. Bilingual Customer Service Representative quickly and effectively resolves complaints and issues. Well-trained and composed in busy call center settings. Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally.
Overview
14
14
years of professional experience
Work History
Car Insurance Agent
A I United
08.2022 - Current
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Obtained client information by answering telephone calls.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
Guest Service Representative
Ryson Real Estate & Vacation Rentals
02.2021 - 12.2021
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
- Managed customer complaints and rectified issues to complete satisfaction
- Welcomed large volume of guests and improved overall customer service
- Cultivated professional relationships with guests, improving customer retention through coordinated service
- Arranged special accommodations for guests to enhance visitor experiences
- Issued room keys to guests upon check-in and answered questions regarding proper use
- Greeted and assisted guests with variety of inquiries, promoting service standards
- Used communication log and email to notify fellow associates of pertinent facility information
- Organized and cleaned lobby and reception areas, fostering strong visual presentation
- Greeted walk-in and phone guests, determining interests and needs.
Senior Assistant Manager
Security Finance
07.2012 - 08.2017
- Enforced company policies and procedures to strengthen operational standards across departments
- Accepted and processed customer payments and applied toward account balances
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels
- Received payments and posted amounts to customer accounts
- Negotiated credit extensions and waivers when necessary
- Arranged debt repayment or established schedules for repayment based on customer's financial situation
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract
- Answered customer questions regarding account discrepancies or problems
- Contacted customers with delinquent accounts to solicit payment
- Recorded information about status of collection efforts.
Ticketing
Moody Gardens Inc
05.2010 - 07.2012
- Oversaw ticketing, gate and ramp services.
- Implemented and developed ticketing support and phone systems.
- Handled ticketing inquiries and upgrades for improved passenger experience.
- Managed flight reservations and ticketing for improved passenger experience.
Education
High School Diploma -
Hitchcock High School
Hitchcock, TX06.2012
Skills
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
- Managed customer complaints and rectified issues to complete satisfaction
- Welcomed large volume of guests and improved overall customer service
- Cultivated professional relationships with guests, improving customer retention through coordinated service
- Arranged special accommodations for guests to enhance visitor experiences
- Issued room keys to guests upon check-in and answered questions regarding proper use
- Greeted and assisted guests with variety of inquiries, promoting service standards
- Used communication log and email to notify fellow associates of pertinent facility information
- Organized and cleaned lobby and reception areas, fostering strong visual presentation
- Greeted walk-in and phone guests, determining interests and needs
- Customer Service
- Clear Communication
- Computer Skills
- Payment Processing
- Flexible Schedule
- Office Support
- Data Entry
- Amenities Information
- Food and Beverage Area Setup
- Mail Receiving and Delivery
- Nightlife Recommendations
- Business Services
- Spanish Fluency
- Spanish Translation
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Problem-solving skills
- Positive Attitude
- Customer service and care
- Customer service abilities
- Relationship Building
- Organizational Skills
- Goal-oriented mindset
- Customer Complaint Resolution
- Documenting information
- Customer needs determination
- Service support
- Ensuring customer satisfaction
- Call Management
- Information documentation
- Public Speaking
- Polite communication skills
- Product Sales
- Sales closing
Languages
Spanish
Full Professional
Timeline
Car Insurance Agent
A I United
08.2022 - Current
Guest Service Representative
Ryson Real Estate & Vacation Rentals
02.2021 - 12.2021
Senior Assistant Manager
Security Finance
07.2012 - 08.2017
Ticketing
Moody Gardens Inc
05.2010 - 07.2012
High School Diploma -
Hitchcock High School
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