Tanya Gould
Millington,IL
Summary
Experienced and efficient customer service professional with a strong ability to remain composed in high-pressure situations while efficiently resolving customer complaints and addressing issues. A quick learner and dedicated worker, consistently striving to provide exceptional service by effectively engaging customers through excellent communication skills, ultimately enhancing satisfaction levels and fostering long-term loyalty.
Overview
17
17
years of professional experience
Work History
Server
Westin Maui Resort & Spa
05.2022 - Current
- Greeted new customers, discussed specials, and took drink orders.
- Promoted a safe environment by promptly addressing spills, broken glassware, or other potential hazards in the bar area.
- Escorted customers to seats based on hostess recommendations and completed drink orders.
- Engaged in suggestive selling and other sales techniques.
- Increased beverage sales through upselling techniques and thorough knowledge of menu items.
- Addressed customer complaints and inquiries to verify satisfaction.
- Processed payments for orders and provided customers with change.
Airline Customer Service Agent
Southwest Airlines
05.2021 - Current
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Contributed to overall revenue growth by promoting ancillary services such as upgrades and additional fees when applicable.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Collaborated with team members to achieve high levels of performance in demanding situations.
Customer Service Agent
Dgs/Alaska Airlines
11.2019 - 03.2021
- Greet Passengers
- Assists passengers with check-in, issues tickets, provides flight information, checks baggage and solves ticket-related travel problems
- At the gate, check boarding passes, upgrade seats and reissue tickets when a flight is over booked
Office Manager
Esunis Builders Ltd
05.2015 - 11.2019
- Arranged meetings with clients to discuss design and layout
- Provided complete meeting support, including material preparation
- Held oversight of office inventory activities, including ordering, stocking and shipment receiving
- Processed Payments
- Account payable and Receivable
- Answered telephone calls, took messages, and distributed messages to appropriate personnel
Server
Carlucci Restaurant
07.2007 - 01.2010
- Greeted all guests with a smile and friendly greeting
- Controlled the flow of food from the kitchen to the dining table
- Assisted guests with making menu choices
- Entered orders, delivered food and beverages, and processed payments
- Uphold high sanitation and safety standards while delivering and serving food
- Skillfully loaded trays with food items, condiments and eating utensils
Education
High School Diploma -
Continental Academy
Miami Lakes, florida01.2006
Skills
- Customer service excellence
- Process transactions
- Customer relations
- Inbound call answering
- Menu memorization
- Greet visitors
- Manage files
- Organization and record keeping
- Strong Work Ethic
- Cash Handling
- Guest Engagement
- Safe Food Handling
- High-volume dining
Timeline
Server
Westin Maui Resort & Spa
05.2022 - Current
Airline Customer Service Agent
Southwest Airlines
05.2021 - Current
Customer Service Agent
Dgs/Alaska Airlines
11.2019 - 03.2021
Office Manager
Esunis Builders Ltd
05.2015 - 11.2019
Server
Carlucci Restaurant
07.2007 - 01.2010
High School Diploma -
Continental Academy
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