Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ter-ronce Word

Dallas,TX

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills.

Overview

19
19
years of professional experience

Work History

Enginner/Care Team

Ritz-Carlton
07.2008 - Current
  • Sought ways to improve processes and services provided.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
  • Respond and attend to guest repair requests. Communicate with guests to resolve maintenance issues.
  • Perform preventative maintenance on tools and equipment, including cleaning and lubrication.
  • Visually inspect tools, equipment, or machines. Identify, locate, and operate all shut-off valves for equipment.
  • Maintain maintenance inventory and requisition parts and supplies as needed.
  • Record information for unfinished calls prior to shift change.

Housekeeping Supervisor

Ritz Carlton
07.2007 - Current
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Communicated repair needs to maintenance staff.
  • Managed laundry sorting, washing, drying, and ironing.
  • Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.

Apple, Inc.

Sales Solutions Agent
06.2006 - 06.2007
  • Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
  • Managed call flow to respond to technical support needs of customers.
  • Resolved service and technical problems for customers by asking clear and specific questions.
  • Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.

Housekeeper

Ritz-Carlton
04.2005 - 02.2006
  • Disinfected and mopped bathrooms to keep facilities sanitary and clean.
  • Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
  • Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
  • Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.

Education

High School Diploma -

Alfred Lawless High School
New Orleans, LA
05.2000

Skills

    Problem-solving skills: creativity, critical thinking, and analytical skills

    Customer-service skills: active listening, time management, and prioritization

    Interpersonal skills: communication, teamwork, and empathy

Timeline

Enginner/Care Team

Ritz-Carlton
07.2008 - Current

Housekeeping Supervisor

Ritz Carlton
07.2007 - Current

Apple, Inc.

Sales Solutions Agent
06.2006 - 06.2007

Housekeeper

Ritz-Carlton
04.2005 - 02.2006

High School Diploma -

Alfred Lawless High School

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Ter-ronce Word