Summary

Overview

Work History

Education

Skills

Timeline

Tesa Scott-Henry

Charlotte,NC

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

years of professional experience

Work History

Phone Banker

US Bank

Charlotte, NC

06.2022 - 02.2024

Maintained friendly and professional customer interactions.
Built strong rapport with customers through empathetic listening skills, understanding their unique situations, and providing tailored assistance accordingly.
Managed high call volume while maintaining composure during peak hours or periods of increased stress.
Participated in ongoing training opportunities to stay current on industry trends, product offerings, and regulatory requirements for better client support.
Handled over 50 incoming telephone calls, emails and chat requests.

Customer Service Representative

Bank Of America

Brea, CA

06.2019 - 05.2022

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Front Desk Agent and Night Auditor

Westin Hotel

Long Beach, CA

06.2016 - 05.2019

Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.

PBX Hotel Operator

Augusta Marriott At The Convention Center

Augusta, GA

02.2013 - 02.2015

Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
Maintained a high level of professionalism and courtesy while addressing guests'' needs over the phone.
Kept up-to-date on hotel events and promotions, enabling accurate information dissemination to callers upon request.
Played an integral role in maintaining a positive work environment within the PBX department, promoting teamwork and collaboration.

Night Auditor

Irvine Marriott

Irvine, CA

06.2000 - 06.2012

Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.