Tosha Driver
Columbia,MO
Summary
Accomplished Customer Experience Champion II at Verizon Wireless, adept in complaint handling and technical support. Excelled in boosting customer loyalty by 15% through effective problem-solving and team collaboration. Recognized for outstanding service delivery and achieving high customer satisfaction ratings, showcasing exceptional empathy and upselling skills.
Overview
16
16
years of professional experience
Work History
Customer Experience Champion II
Verizon Wireless
03.2018 - Current
- Managed high volume inbound calls to assist customers with account/billing issues and product troubleshooting
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Handled challenging interactions with professionalism and empathy, ensuring with positive outcome and customer retention.
- Received recognition for achieving high customer satisfaction ratings.
- Resolved 95% of escalated call on the first contact.
- Coordinated with cross-functional teams to ensure customer requirements were met, resulting in a 15% increase in customer loyalty.
- Actively participated in team meetings, sharing ideas and suggestions for improvements that enhanced service quality.
At Your Service Operator
Columbia Marriott
09.2008 - 02.2020
- Ensured high-quality telephone etiquette by answering calls promptly and professionally while managing multiple lines during peak hours.
- Coordinated with various hotel departments to fulfill guest needs and requests.
- Received positive feedback from guests for exceptional service delivery.
- Resolved complaints to establish trust and increase satisfaction.
- Oversaw and organized calendar to schedule reservations and monitor cancellations.
- Facilitated smooth transitions between shifts by conducting thorough handovers of pertinent information between colleagues.
- Continuously updated knowledge on local attractions, restaurants, and transportation options to provide relevant recommendations for guests seeking guidance.
Front Dest Agent/Night Auditor
Staybridge Suites Hotel
03.2012 - 03.2018
- Greeted and assisted guests with check-in, check-out, and reservation inquiries.
- Managed night audit processes, including reconciling accounts and preparing financial reports.
- Handled guest requests and resolved issues to ensure a positive guest experience.
- Received commendations for maintaining high service standards and guest satisfaction.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Trained new staff members in guest service techniques and hotel operations.
- Collaborated with sales manager to boost revenue through upselling hotel services and group offering during the sales process.
Education
High School Diploma -
Richland Northeast High School
Columbia05-2006
Skills
- Complaint Handling
- Team Training
- Upselling
- Performance Tracking
- Technical Support
Accomplishments
- Recognized for Excellent Customer Service
- Achieved High First Call Resolution Rate
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Exceeded Sales Targets
- Reduced Customer bells of churn
Timeline
Customer Experience Champion II
Verizon Wireless
03.2018 - Current
Front Dest Agent/Night Auditor
Staybridge Suites Hotel
03.2012 - 03.2018
At Your Service Operator
Columbia Marriott
09.2008 - 02.2020
High School Diploma -
Richland Northeast High School
Similar Profiles
Stephen Joseph BasenerStephen Joseph Basener
Sales Specialist at Verizon Wireless BJ’s Wholesale, Verizon WirelessSales Specialist at Verizon Wireless BJ’s Wholesale, Verizon Wireless
Jeffrey ArellanaJeffrey Arellana
Carrier Support & API Analyst at Verizon Wireless (formerly TracFone Wireless)Carrier Support & API Analyst at Verizon Wireless (formerly TracFone Wireless)
Conner RowellConner Rowell
SMB District Manager at Verizon Wireless- Your WirelessSMB District Manager at Verizon Wireless- Your Wireless