Summary
Overview
Work History
Timeline
Generic

Susie Rossi

Customer Service
Mesa,AZ

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.

Overview

18
18
years of professional experience

Work History

Front Desk Agent

Marriott Residence Inn
Mesa, AZ
06.2019 - Current
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Collected room deposits, fees, and payments.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.

Call Center Representative

Super Shuttle Transportation
Chandler, AZ
03.2016 - 10.2019
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • 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.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Identified upselling opportunities to increase revenue generation.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.

Sales Associate

JC Penney Stores
05.2006 - 05.2016
  • Built relationships with customers to encourage repeat business.
  • Solved customer challenges by offering relevant products and services.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Engaged with customers to build rapport and loyalty.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
  • Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
  • Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.

Timeline

Front Desk Agent

Marriott Residence Inn
06.2019 - Current

Call Center Representative

Super Shuttle Transportation
03.2016 - 10.2019

Sales Associate

JC Penney Stores
05.2006 - 05.2016

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Susie RossiCustomer Service