Tina Steed
Harrisonburg,VA
Summary
Talented Owner with excellent marketing, customer service and facility oversight skills and more than 20 years of experience.
Highly effective and comfortable working with people at all levels in organization.
Experienced Customer Service Representative with over 16 years of experience in the hospitality field. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
41
41
years of professional experience
Work History
Owner
Four Sons Painting & Carpentry
Chichester, NH
09.1997 - 01.2022
- Managed day-to-day business operations.
- Maintained up-to-date administrative records to monitor operational conditions.
- Used business software packages to maintain files and administrative records.
- Promoted business via social media to generate leads and maximize brand identity.
- Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
- Managed, trained and motivated personnel to continuously improve knowledge in the hospitalitly field
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Drafted invoices for completed work.
- Drafted estimates for potential work
- Trained new employees on proper protocols and customer service standards.
Customer Service Representative
Red Roof Inn Hotel
Loudon, NH
06.2000 - 09.2016
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided information regarding charge accounts and loyalty programs.
- Liaised with customers and management to better understand customer needs and recommend appropriate solutions.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Investigated and resolved accounting, service and delivery concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Entered orders into the computer database system.
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Delivered prompt service to prioritize customer needs.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and provided back up for customer service managers.
- Recorded actions taken, issues resolved and any other information to effectively manage customer accounts.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Implemented and developed customer service training with other gsr's
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Set up any direct billed customer then adequately sent out and received payments billed
- Handled numerous customers in fast-paced front desk setting in coordination with solid team of 6 customer service associates.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Processed 400 invoices each week and mailed documentations to clients.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained staff on operating procedures and company services.
- Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.
- Educated customers about billing, payment processing and support policies and procedures.
- Effective liaison between customers and internal departments.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Managed front desk and all aspects when mangement was not there
- Answered customer telephone calls promptly to avoid on-hold wait
- Made reservations for guest and or cancelled reservations as needed
- Times.
Education
Associate of Science - Criminal Justice
New Hampshire Technical Institute
Concord, NHSkills
- Verbal and Written Communication
- Supplier Monitoring
- Financial Statement Review
- Staff Scheduling
- Payroll Administration and Timekeeping
- Word Processing
- Customer Relations
- Money Handling
- Desktops, Laptops and Mobile Devices
- Multitasking and Prioritization
- Painting
Timeline
Customer Service Representative
Red Roof Inn Hotel
06.2000 - 09.2016
Owner
Four Sons Painting & Carpentry
09.1997 - 01.2022
Associate of Science - Criminal Justice
New Hampshire Technical Institute
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