Thailya Grant
Summerville,SC
Summary
Experienced Customer Service Representative with a proven track record of exceeding client expectations and driving customer satisfaction. Skilled in handling a high volume of inquiries and resolving customer complaints in a timely and e cient manner.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Lowes
Denver, Colorado
04.2021 - 04.2024
- CUSTOMER SERVICE
Guest Service Representative
Extended Stay America
North Charleston, SC
04.2008 - 10.2021
- Handled customer complaints professionally and efficiently.
- Resolved guest complaints in a professional manner.
- Answered incoming calls from guests seeking reservations or general information.
- Maintained cleanliness of lobby area and front desk counter.
- Inspected guest rooms prior to check-in to ensure they met quality standards.
- Performed daily cashiering duties including balancing accounts at end of shift.
- Assisted guests with check-ins and check-outs in a timely manner.
- Maintained accurate records of all transactions within the hotel software system.
- Verified reservations by phone or in person.
- Monitored security cameras to ensure safety of customers and staff.
- Organized special requests such as wake up calls, extra pillows, cribs.
- Responded promptly to inquiries regarding availability of rooms and rates.
- Resolved customer disputes in a professional manner while maintaining positive relationships.
- Tracked inventory levels of supplies needed for front desk operations.
- Provided guidance to new team members on how to perform tasks correctly.
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Processed payments for room charges, taxes, and other incidentals as required.
- Ensured compliance with hotel policies and procedures.
- Encouraged customers to provide feedback on their stay experiences.
- Provided assistance to guests throughout their stay.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Updated front desk's concierge book to maintain most relevant visitor information.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
Customer Service Representative
Hudson Automotive (BDC)
North Charleston, SC
- CUSTOMER SERVICE
Education
HIGH SCHOOL DIPLOMA -
Saint George High School
Present
ASSOCIATES DEGREE -
Trident Technical College
Skills
- Managed customer inquiries and complaints in a timely and
- Professional manner
- Resolved customer issues e ciently to ensure customer
- Satisfaction
- Maintained accurate and detailed records of customer interactions
- And transactions
- Implemented strategies to improve customer experience and
- Retention
- Collaborated with cross-functional teams to resolve complex
- Customer issues
- Received positive feedback and recognition for excellence in
- Customer service
- Consistently met or exceeded performance metrics and goals
- Related to customer satisfaction
- Demonstrated ability to maintain a positive attitude and provide
- Solutions to customer problems
- Pro cient in using customer relationship management (CRM)
- So ware to track interactions and resolve issues
- 10 years of experience in a call center handling customer inquiries
- And complaints
- Experience in handling high volume of inbound calls and emails in a
- Fast-paced environment
- Successfully resolved complex customer issues and escalations with
- Professionalism
- Active Listening
- Problem-Solving
- Empathy
- Communication
- Multi-tasking
- Patience
- Con ict Resolution
Languages
Timeline
Customer Service Representative
Lowes
04.2021 - 04.2024
Guest Service Representative
Extended Stay America
04.2008 - 10.2021
Customer Service Representative
Hudson Automotive (BDC)
HIGH SCHOOL DIPLOMA -
Saint George High School
Present
ASSOCIATES DEGREE -
Trident Technical College
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