Summary
Overview
Work History
Education
Timeline
Generic

Suzette Wurie

Brandywine,MD

Summary

Personable and dedicated Customer Service Representative with extensive experience in Hospitality industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Resident Concierge

Bozzuto
Alexandria, VA
03.2023 - Current
  • Greet residents and visitors upon arrival to the building, providing them with a welcoming atmosphere.
  • Provide assistance to residents with any inquiries or requests for services in a timely manner.
  • Organize front desk logs, package rooms, club room reservations and freight elevators.
  • Walk-through of buildings, ensuring safety and security of all occupants.
  • Prepare monthly calendar detailing activities within the building for submission to management.
  • Maintain and organize office space while managing incoming messages from electronic inboxes.
  • Deliver exceptional service to every resident through active engagement, effective listening and well-developed interpersonal skills.
  • Clean and replenish coffee stations daily.
  • Repair minor faults on machines as needed to maintain optimal performance.
  • Respond quickly to emergency situations such as fires or medical emergencies, alerting appropriate personnel and following protocol accordingly.

Client Service Coordinator

VCA Animal Hospitals
Alexandria, VA
06.2017 - 04.2022
  • Customer service functions, including: greeting visitors, answering telephones, and guiding clients and their pets to exam rooms.
  • Scheduling and confirming appointments.
  • Placing outbound calls for follow-ups and reaching out to prospective clients.
  • Presenting and explaining fees, processing payments, including daily reconciliation.
  • Recommending, selecting, and obtaining products and services, including prescriptions.
  • Answering questions regarding products and services, including educating clients on pet care.
  • Manage and update physical and digital client account information to keep records accurate and current.
  • Deliver high level of service to clients to both maintain and extend relationships for future business opportunities.
  • Document conversations with customers to track requests, problems and solutions.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.

Customer Support Specialist

NATIONAL COMMITTEE FOR QUALITY ASSURANCE (NCQA)
Washington, DC
09.2007 - Present
  • Prepare, completed and processed customer account forms and database changes.
  • Responsible for informing and educating callers about NCQA, its products (including navigating callers through technical resources, such as web-based Interactive Survey System and Quality Compass) services, and other issues in a clear and concise manner.
  • Provide highly responsive quality service to customers both written and verbally.
  • Supports Publications production and fulfillment to ensure customer needs and business needs are being met.
  • Document conversations with customers to track requests, problems and solutions.
  • Provide customer service to external clients nationwide and internationally regarding their inability to access our Internet
    based payment solutions applications.
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Analyzed customer complaints and service trends to identify and correct systematic issues.

Education

High School Diploma -

Duval High School
Lanham, MD
06.1997

The University of Maryland University College UMUC
Upper Marlboro, MD

Timeline

Resident Concierge

Bozzuto
03.2023 - Current

Client Service Coordinator

VCA Animal Hospitals
06.2017 - 04.2022

Customer Support Specialist

NATIONAL COMMITTEE FOR QUALITY ASSURANCE (NCQA)
09.2007 - Present

High School Diploma -

Duval High School

The University of Maryland University College UMUC

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Suzette Wurie