Ushayla Collins
Frisco
Summary
Results-driven professional with extensive experience in hospitality and customer service. Managed guest check-in and check-out processes, ensuring adherence to accounting standards and enhancing operational efficiency. Analyzed revenue reports to identify and resolve discrepancies, improving financial accountability. Committed to fostering welcoming environments and consistently exceeding customer expectations.
Overview
11
11
years of professional experience
Work History
Call Center Representative
Conduent
12.2024 - 09.2025
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining accuracy in data entry and customer information updates.
- Trained new representatives on company policies, procedures, and customer service best practices.
- Developed and implemented process improvements to enhance call efficiency and reduce wait times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Night Auditor
Hilton Home2 Suites
07.2021 - 11.2024
- Performed nightly financial audits to ensure accuracy and compliance with accounting standards and hotel policies.
- Managed guest check-in and check-out processes, ensuring a seamless experience and addressing any inquiries or issues.
- Compiled and analyzed daily revenue reports, identifying discrepancies and implementing corrective measures.
- Monitored the front desk operations during overnight shifts, ensuring adherence to company protocols and exceptional customer service.
Allstate Insurance Agent
Pilot Catastrophe Services
01.2021 - 07.2021
- Developed and maintained relationships with clients to understand their insurance needs and provide tailored coverage solutions.
- Utilized CRM software to track client interactions, streamline communication, and enhance customer service experiences.
- Provided exceptional customer service by addressing client inquiries and resolving issues promptly, resulting in a 90% customer satisfaction rate.
Auto loss Processor / Call Center Representative
Spectrum
01.2020 - 12.2020
- Communicated effectively with clients to gather relevant information and provide updates on the status of their claims.
- Resolved customer inquiries and concerns promptly, enhancing overall customer satisfaction levels.
- Maintained detailed records of all interactions and transactions to ensure accurate claim processing and reporting.
- Billing rep. Deescalate situations, technical troubleshooting cable/internet, sales
Front Desk Associate / Night Auditor
DoubleTree by Hilton
03.2019 - 01.2020
- Maintained a clean and organized front desk area, contributing to a welcoming atmosphere for guests.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness and guest satisfaction.
- Processed payments and maintained accurate records of transactions, enhancing financial accountability.
Replenishment Associate
Dfw Airport
06.2018 - 12.2018
- Stock the retail stores in Dfw Airport
Cashier
RaceTrac Petroleum, Inc
02.2016 - 12.2016
- Managed cash register operations, ensuring accuracy in cash handling and balance reconciliation at the end of shifts.
- Processed an average of 200 transactions daily, contributing to a 15% increase in customer satisfaction ratings.
- Utilized point-of-sale software to streamline transaction processing and inventory management.
- Clean, stock, greet customers, cashier
Cashier / Customer Service
QuikTrip
04.2014 - 03.2015
- Clean, stock, greet customers, cashier
Education
High school diploma - undefined
Ranchview High School
Irving, TX01.2016
Skills
- Customer service expertise
- Call center proficiency
- Night audit skills
- Guest services knowledge
- Front desk operations
- Hospitality management
- Communication skills
- Upselling techniques
- Cash register operation
Languages
English Native
Timeline
Call Center Representative
Conduent
12.2024 - 09.2025
Night Auditor
Hilton Home2 Suites
07.2021 - 11.2024
Allstate Insurance Agent
Pilot Catastrophe Services
01.2021 - 07.2021
Auto loss Processor / Call Center Representative
Spectrum
01.2020 - 12.2020
Front Desk Associate / Night Auditor
DoubleTree by Hilton
03.2019 - 01.2020
Replenishment Associate
Dfw Airport
06.2018 - 12.2018
Cashier
RaceTrac Petroleum, Inc
02.2016 - 12.2016
Cashier / Customer Service
QuikTrip
04.2014 - 03.2015
High school diploma - undefined
Ranchview High School
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