VICTOR VERTISON
Frisco,TX
Summary
To excel in every aspect of life. I aim to be the best in everything I do as well as gain knowledge and be a leader to others around me. My goal is to motivate, inspire, and to bring positivity to all environments so that everybody is uplifted and driven just as I am.
Overview
9
9
years of professional experience
Work History
Guest Experience Specialist
Courtyard by Marriott
Plano, TX
04.2023 - Current
- Assisted with check-in process, verified customer information and processed payments.
- Provided customer service support to guests regarding reservations, inquiries, complaints and issues.
- Resolved conflicts between guests and employees in an efficient manner while maintaining professionalism.
- Improved hotel guest scores by 20%. Also improved guest reviews and was highlighted through 70% of reviews for outstanding guest service and support.
- Reviewed hotel reservations at beginning of shift, coordinated fulfillment of special guest requests, prepared room keys and collaborated with other departments to fully satisfy customers.
- Managed customer complaints and rectified issues to complete satisfaction.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed
Customer Service Representative
TEXAS ROADHOUSE
01.2018 - 06.2023
- Ensuring that customers are satisfied with our services.
- Answer 50+ incoming calls per day.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Perform all position responsibilities accurately and in timely manner.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Mentored new employees on procedures and policies to maximize team performance.
- Mentored junior team members and managed employee relationships.
Customer Service
CHILI'S BAR & GRILL
Frisco, TX
08.2015 - 01.2018
- Developed customer service standards and trained personnel in customer service procedures.
- Trained new customer service representatives on product knowledge and customer service skills.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Attended to guests needs in a timely manner, ensuring satisfaction throughout their dining experience.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Performed opening and closing duties such as setting up the dining area, restocking supplies..etc.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Greeted customers, answered questions and recommended specials to increase profits.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Managed multiple tasks simultaneously while providing excellent customer service.
CUSTOMER SERVICE REP
24/7 INTOUCH (NETFLIX)
Frisco, TX
02.2015 - 08.2016
- I assisted with facilitating password resets, update/validate customer accounts, investigate and diagnose customer account issues.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
GENERAL STUDIES ASSOCIATES DEGREE -
JAMES H. FAULKNER STATE COMMUNITY COLLEGE
05.2013
HIGH SCHOOL DIPLOMA -
BILOXI HIGH
05.2011
Skills
- Communication skills
- Microsoft Office applications
- Food Handler card
- Time management
- Problem solving
- Accounting/billing
- 10-key
- Delegating and follow up procedures
- TABC Certified
- Inventory Monitoring
- Reservation Processing
- Documentation And Reporting
Timeline
Guest Experience Specialist
Courtyard by Marriott
04.2023 - Current
Customer Service Representative
TEXAS ROADHOUSE
01.2018 - 06.2023
Customer Service
CHILI'S BAR & GRILL
08.2015 - 01.2018
CUSTOMER SERVICE REP
24/7 INTOUCH (NETFLIX)
02.2015 - 08.2016
GENERAL STUDIES ASSOCIATES DEGREE -
JAMES H. FAULKNER STATE COMMUNITY COLLEGE
HIGH SCHOOL DIPLOMA -
BILOXI HIGH
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