Wendy Host
CSR
Massillon,OH
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
During a personal meeting I will expand on qualifications and how to best serve the organization... With a solid foundation and over 30 years of practical experience in customer service and a few others I feel that I would be an asset to the operation/company. This resume, however, only summarizes My background to meet your needs... I look forward to speaking with you at your convenience.....
Overview
32
32
years of professional experience
Work History
Customer Service Representative (CSR)
AWP Safety
01.2016 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Handled calls nationally and internationally.
Night Auditor/Front Desk Receptionist
Knights Inn Hotel
01.2014 - 01.2016
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- 'Managed approximately 100's of incoming calls, emails and faxes per day from customers.'
Tanning Consultant
Level 5 Tanning Salon
12.2013 - 08.2015
- Contributed to a clean and hygienic environment by maintaining the cleanliness of tanning beds and rooms after each use.
- Utilized knowledge of tanning products and skin types to tailor customers' tanning experiences.
- Resolved any customer complaints or issues professionally, ensuring a positive outcome for both the client and the salon.
- Educated clients on health and safety of tanning facilities and procedures.
- Increased salon revenue through upselling tanning packages and retail products to clients.
- Maintained clean and stocked front counter area.
- Developed loyal clientele by consistently delivering an exceptional tanning experience tailored to individual preferences.
- Informed and demonstrated how to use tanning equipment to new clients.
- Educated clients on skincare techniques to enhance their tanning results while preserving skin health.
- Scheduled clients based on number of beds and booths with consideration of walk-in averages.
- Supported the salon in achieving its financial and operational goals through consistently meeting or exceeding individual sales targets.
- Resolved customer complaints with professionalism, restoring client confidence and loyalty.
- Facilitated positive and welcoming atmosphere, making clients feel comfortable and valued during their visits.
- Managed inventory, ordering supplies as needed to ensure availability of products for clients.
- 'Managed approximately 100's of incoming calls, emails and faxes per day from customers.'
On-Site Property Manager
RLI Enterprise
01.2009 - 11.2012
- Conducted thorough background checks on prospective tenants, maintaining a high quality resident profile at the property.
- Improved tenant satisfaction by promptly addressing maintenance requests and concerns.
- Ensured legal compliance by keeping up-to-date on local laws and regulations pertaining to property management.
- Managed daily operations for optimal efficiency and costeffectiveness.
- Maximized occupancy rates through effective marketing efforts and prompt follow-up on inquiries.
- Enhanced property appearance with regular inspections and proactive maintenance.
- Maintained detailed documentation of all incidents occurring at the property, providing clear records for future reference when needed.
- Maintained accurate financial records, facilitating budget management and expense tracking.
- Reduced tenant turnover by fostering a positive community atmosphere within the property.
- Assisted in the resolution of conflicts among residents by mediating disputes in a professional manner.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Collected and maintained careful records of rental payments and payment dates.
Front Desk Receptionist
Dental Specialty Center
03.1991 - 02.1996
- Maintained organized and clean front office area to create professional and welcoming environment for patients and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions.
- Provided excellent customer service to create positive experiences and build patient trust.
- Communicated with insurance companies to dispute unpaid claims and verify patient coverages.
- Helped patients complete necessary medical forms and documentation.
- Handled sensitive situations professionally such as discussing treatment costs or past-due account balances with patients to ensure a satisfactory resolution.
- Improved billing accuracy by diligently verifying insurance coverage and updating patient financial records accordingly.
- Enhanced patient satisfaction by efficiently managing appointment scheduling and confirmations.
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Facilitated clear communication between dentists, dental assistants, and patients to ensure optimal care coordination.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed accounts receivable duties by timely invoicing patients for services rendered while tracking payments received or outstanding balances due accurately.
- Handled patient complaints quickly and professionally to restore patient confidence and prevent loss of clientele.
- Managed patient billing processes for timely, accurate payments.
- Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
- Supported dentist in maintaining accurate documentation of treatment plans for better continuity of care between visits.
- Improved data accuracy and patient record management with diligent updating and organizing of digital and physical files.
Education
BBA - Business Administration
University of California, Berkeley
Berkeley, CA06.1993
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Problem Resolution
- Money handling abilities
- Conflict Resolution
- Computer Proficiency
- Complaint Handling
- Microsoft Excel
- Microsoft Outlook
- Scheduling
- Paperwork Processing
- Call Management
- Appointment Scheduling
- Order Processing
- Documentation
- Administrative Support
- Customer Relationship Management (CRM)
- Filing
- Dispute Resolution
- Sales expertise
- Assertiveness
- Account updating
- Medical terminology knowledge
- Office equipment proficiency
- Recordkeeping strengths
- Multi-line phone talent
- Cash Handling
- Customer service excellence
- Team Leadership
- Administrative experience
- Billing
- Salesforce, Outlook,Yardi,Excel,Organizational skills
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Career advancementWork-life balanceHealthcare benefitsWork from home option401k matchPaid sick leaveTimeline
Customer Service Representative (CSR)
AWP Safety
01.2016 - 08.2023
Night Auditor/Front Desk Receptionist
Knights Inn Hotel
01.2014 - 01.2016
Tanning Consultant
Level 5 Tanning Salon
12.2013 - 08.2015
On-Site Property Manager
RLI Enterprise
01.2009 - 11.2012
Front Desk Receptionist
Dental Specialty Center
03.1991 - 02.1996
BBA - Business Administration
University of California, Berkeley
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