Suzette JEAN-COUTINO
ANAHEIM,CA
Summary
Knowledgeable and skilled Hospitality professional successful at balancing guest and business needs. Well-organized in managing check-in and checkout procedures, as well as coordinating services with diverse team members. Good multitasking, planning and communication skills. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
15
15
years of professional experience
1
1
Certificate
Work History
Customer Service Representative
Culligan Water Conditioning Service
Santa Ana, CA
08.2021 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- 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.
Front Desk Receptionist
Marriott
Anaheim
04.2021 - 08.2021
- Greeted customers warmly and made them feel welcome.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Assisted with preparing reports, presentations and other documents as requested by management staff.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
- Verified identity documents for new customers before opening accounts in accordance with company policies.
- Updated customer information in databases regularly to ensure accuracy of records.
- Generated monthly reports summarizing sales activities, customer feedback surveys and other relevant data.
- Reconciled daily financial transactions against cash receipts at the end of each day's business activity.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Greeted customers, answered general questions and directed to appropriate locations.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
Front Desk Clerk
Quality Inn
Panama City
05.2019 - 04.2020
- Reviewed account information and individual customer charges to produce correct bills
- Maintained clean and presentable reception area to maintain professional business reputation
- Arranged special accommodations for guests to maintain optimal satisfaction
- Managed customer complaints and rectified issues to complete satisfaction
- Processed payments, issued bills and kept drawers accurate to meet financial targets
- Met needs of walk-in customers by staying up-to-date on room availability and current promotions.
Front Desk Clerk
Holiday Inn
Crestview
06.2014 - 04.2019
- Reviewed account information and individual customer charges to produce correct bills
- Maintained clean and presentable reception area to maintain professional business reputation
- Arranged special accommodations for guests to maintain optimal satisfaction
- Managed customer complaints and rectified issues to complete satisfaction
- Processed payments, issued bills and kept drawers accurate to meet financial targets
- Investigated and independently resolved all customer complaints to boost satisfaction
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues
- Set guest and group reservations and processed check-ins and check-outs
- Planned customized itineraries for guests, which included lodging and activity, resulting in promotion of local tourism and entertainment industries.
Manager
McDonald's
Panama City
11.2009 - 03.2014
- Executed new training initiative to improve skills and develop leaders from within
- Trained and mentored new employees to maximize team performance and achieve daily performance objectives
- Led employee performance reviews and discussed improvement strategies with each team member
- Managed day-to-day operations, including supervision and assignment delegation for 20-member team
- Greeted and assisted all customers daily in high-traffic retailer
- Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives
- Consistently met financial targets with close monitoring of expenses, labor hours and supply use.
Education
Associate of Arts - Marketing
Gulf Coast State College
05.2001
Associate of Arts - Business
Kansas City Kansas Community College
Kansas City, KS05-1999
Skills
- Multi-line phone systems
- Attractions and amenities knowledgeable
- Payment processing
- Customer service
- Conflict management
- Effective planning
- Scheduling
- Appointment Scheduling
- Inbound and Outbound Calling
- Complaint resolution
- Product Knowledge
- Information Security
- Dispute Resolution
- Courteous demeanor
- Follow-up skills
- Payment Processing
- Documentation
- Customer Service
- Account Management
- Minute Taking
- Credit card payment processing
- Customer Relations
- Service Upselling
- Active Listening
Timeline
Customer Service Representative
Culligan Water Conditioning Service
08.2021 - Current
Front Desk Receptionist
Marriott
04.2021 - 08.2021
Front Desk Clerk
Quality Inn
05.2019 - 04.2020
Front Desk Clerk
Holiday Inn
06.2014 - 04.2019
Manager
McDonald's
11.2009 - 03.2014
Associate of Arts - Marketing
Gulf Coast State College
Associate of Arts - Business
Kansas City Kansas Community College
RDT
MICROSOFT
Accomplishments
- Appointed Employee of the Month March 2014
- Appointed Employee of the Month December 2018
Affiliations
- Strong Christian member of my church
- Love to cook
- volunteering
Certification
RDT
MICROSOFT
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