Taja Tellis
Las Vegas,NV
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Galen College of Nursing
06.2023 - Current
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Met customer call guidelines for service levels, handle time and productivity.
STAY AT HOME MOM
07.2018 - Current
Emergency Operator
Sunrise Hospital
09.2019 - 08.2023
- Managed multiple phone lines for prompt response to incoming calls, ensuring timely assistance.
- Provided life-saving pre-arrival instructions, supporting callers in managing critical situations until help arrived.
- Navigated complex computer systems to access vital information quickly, aiding in efficient decision-making during emergencies.
- Consistently met or exceeded performance metrics for call handling times, accuracy, and customer satisfaction ratings, reflecting a strong commitment to quality service.
GUEST SERVICES/PBX
CAESARS ENTERTAINMENT
03.2014 - 07.2018
- Receive high-volume of inbound calls and effectively & efficiently route to the proper department
- Promptly responded to hotel resident emergency calls (such as: medical, missing person, and larceny) to diffuse, resolve, or transfer for further assistance
- Efficient in LMS, i3, HotSos, Maximo, & Risk Management
- Documented complaints, accidents, and/or requests from guests to security and management
- Coordinated housekeeping rotation, check-in/check-out reservations, and other general requests
- Excelled in taking personal ownership of every inquiry, and escalation to insure satisfaction of customers for positive reviews and business growth
- Assisted in billing discrepancies, compensated for additional changes, and other billings issues
- Performed follow-up requests to ensure all services were completed to customer's satisfaction
- Rapidly built rapport by asking core questions for hotel amenities and service promotion
- Mentored and coached new hires on company policies, hospitality, and troubleshooting methods.
STAY AT HOME MOM
11.2012 - 03.2014
MANAGER
CHINA GRILL
04.2004 - 11.2012
- Maintain restaurant's revenue, profitability and quality goals
- Ensure efficient restaurant operation by delivering superior food and beverage service and maximizing customer satisfaction
- Maintain high production, productivity, and quality
- Coordinate daily restaurant management operations
- Respond efficiently and accurately to restaurant customer complaints
- Coordinate daily Front of the House and Back of the House restaurant operations
- Regularly review product quality and research new vendors
- Organize and supervise shifts
- Appraise staff performance and provide feedback to improve productivity
- Estimate future needs for goods, kitchen utensils, and cleaning products
- Ensure compliance with sanitation and safety regulations
- Manage restaurant's good image and suggest ways to improve it
- Control operational costs and identify measures to cut waste
- Train new and current employees on proper customer service practices
- Implement policies and protocols that will maintain future restaurant operations.
Education
Associate of Arts -
Community College of Southern Nevada
06.2000
High School Diploma -
GREEN VALLEY HIGH SCHOOL
Henderson, NVSkills
- Proficient in Microsoft Word, PowerPoint, & Excel
- Proficient in Windows operating system and programs
- Experienced with phone etiquette and customer service skills
- Consistent with meeting performance standards and highly graded monitors
- Customer Service
- Professional telephone demeanor
- Appointment Scheduling
Timeline
Customer Service Representative
Galen College of Nursing
06.2023 - Current
Emergency Operator
Sunrise Hospital
09.2019 - 08.2023
STAY AT HOME MOM
07.2018 - Current
GUEST SERVICES/PBX
CAESARS ENTERTAINMENT
03.2014 - 07.2018
STAY AT HOME MOM
11.2012 - 03.2014
MANAGER
CHINA GRILL
04.2004 - 11.2012
Associate of Arts -
Community College of Southern Nevada
High School Diploma -
GREEN VALLEY HIGH SCHOOL
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