Experience

CMS - Criticom Monitoring Services

• United States
• Security and Investigations
• 1 - 100 Employee

• Monitoring Representative

  • Jan 2013 - Present

  • Answers, responds to, and follows up regarding alarm activity by dispatching on emergency signals. • Must be proficient in the different types of signals and standard operating procedures for each signal. • Processes basic data changes to customer accounts. • Has a knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. • Confers with customers by telephone to provide information about their account. • Keep records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken. Show less



Central Reservation Service Corp

• Maitland, Florida

• Administrative Customer Service Professional

  • Jan 2007 - Jun 2012

  • Managed over 250 hotel account records with daily incoming calls of 500 or more and assisted the on-site sales manager with clerical duties, I.E. group sales, account acquisitions, and promotions marketing strategies. • Examined and operated inventory with daily price contrasts with major online competitors and negotiated sale prices with the hotel sales representatives and reservations managers. • Coordinated hotel accommodations and reserved appointments for the owner and sales manager. • Oversee the payroll, attended human resource classes on insurance coverage with Paychex Business Solutions and online site protocol functions. • Evaluated website optimization for customer satisfaction and ease of online operations with daily phone calls of customer satisfaction reports. • Constant and skillful contact with clients, customers, company staff, and other external vendors via telephone or e-mail. Excellent in both oral and written skills. • Strong Customer Service – believe in ethics to solve issues which are not always black and white in nature. Show less



Central Reservation Service

• Maitland, Florida

• Customer Service Professional (Reservation Agent)

  • Jan 2003 - Jan 2007

  Central Reservation Service Corp (2003-2007) Position: Reservations Clerk (part-time) • Answered incoming calls to the company from customers needing assistance in finding a hotel, revising/canceling an existing reservation or requiring information to make a booking decision. • Assist the call center manager with clerical work for maintaining a smooth day-to-day operation; I.E. follow-up emails, phone calls, file record keeper, mail drop off and customer acquisitions. • Maintained relationships with various hotel associates to obtain steady collections on commissions. • Achieved a substantial increase on the return on investment for collections in 2003-2008 from 80% to 95% on a dollar. • Skillfully demonstrated problem resolutions to difficult situations, preventing account loss on group sales acquisitions as well as customer hotel accommodations. Show less