TIOLA GRAHAM
Albany,NY
Summary
Knowledgeable and dedicated experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success task prioritization and time management. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
1
1
year of post-secondary education
9
9
years of professional experience
Work History
Customer Service Representative
Maximus Health Services
Albany, NY
01.2021 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Maintained up-to-date knowledge of product and service changes.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered constant flow of customer calls with minimal wait times.
- Documented and updated customer records in software to record interactions and facilitate follow-up.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Helped large volume of customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
Breakfast Bar Attendant
EMPLOYERS
Marriott Hotel
Albany, New York
04.2015 - 03.2020
- Cleaned kitchen, office, staff break rooms Emptied trash, vacuumed, swept and mopped floors Hostess Greeted and walked guest to table with menus. Answered phones and took orders Provided room service and cleaned work areas Served food, and hot and cold beverages Bartend Handled cash and Performed POS transactions.
- Accepted accountability for all assigned building keys, master keys and access cards.
- Documented and reported all necessary facility and building repairs observed.
- Trained new employees on all departmental procedures and provided assistance in finding cleaning supplies.
- Assisted cashiers with processing customer payments and documenting orders.
Head Hostess
Hilton Hotel
Albany, New York
01.2016 - 11.2019
- Took reservations by phone and walk-in, keeping scheduling demands and kitchen output in time to avoid overbooking.
- Documented reservations, alerted servers and managers of large groups and prepared seating.
- Recorded available tables after seating each party using specialized seating software.
- Assisted FOH and BOH staff with preparing for events to coordinate smooth execution to maximize guest satisfaction.
- Answered customer questions about hours, seating and menu information.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Routinely supported other areas of restaurant as requested, including answering telephones and completing financial transactions for other staff members.
- Kept detailed payment records throughout shift to complete cash and card payments.
- Supervised server balance and monitored table turnover to accurately seat customers.
- Assisted in preparing dining room for special upcoming functions, including decorating and generating and printing out special group menus.
- Monitored front entrance for new guests while assisting servers by taking and delivering drink orders.
- Conducted dining room and server checks to assess readiness for expected customer loads.
- Supported needs of person wait staff who attended to specific needs of countless customers daily for restaurant with social relevancy and intentionality.
Education
No Degree - Bartending
Bartender, ABC Bartending School
Manhattan, NY 06.2012 - 06.2013
GED -
International High School At Prospect Heights
Brooklyn, NY 04.2013 - 04.2013
Skills
BartendingExcellent Social and Communication Skills
Good listening skills
Professional telephone demeanor
Medical terminology knowledge
Empathetic and genuine
Customer Relations
Service standard compliance
Microsoft Office
Multi-line phone talent
Documentation and reporting
Database Management
Call center operations
Timeline
Customer Service Representative
Maximus Health Services
01.2021 - Current
Head Hostess
Hilton Hotel
01.2016 - 11.2019
Breakfast Bar Attendant
EMPLOYERS
Marriott Hotel
04.2015 - 03.2020
GED -
International High School At Prospect Heights
04.2013 - 04.2013
No Degree - Bartending
Bartender, ABC Bartending School
06.2012 - 06.2013