Experience

• 

  Marriott International

  • Fall River, Massachusetts

  • Senior Customer Service Representative

    • Nov 2015 - Present
    • Fall River, Massachusetts

    • Promoted within first year to Premier Associate position, having effectively served as Assist Guest Star• Effectively manages and responds to daily, high volume of inbound and outbound customer calls• Handles reservations, booking, and responds to all customer/guest inquiries• Assists elite level clientele, loyalty program members, corporate and VIP guests• Provides concierge-level responsibilities, offering recommendations and serving as a travel resource• Serves as face of the company, promoting brand and company values and ensuring quality customer experiences• Leads and assists team of associates as needed with training, mentoring, techniques, and how to achieve goals• Files complaints, writes accurate reports and documentation, and resolves customer issues• Gathers and verifies required customer information, and performs highly accurate data entry for tracking

• 

  Pre-Dating Speed Dating

  • RI and Boston area

  • Promotions Coordinator

    • Jun 2011 - Present
    • RI and Boston area

    • Independently developed new client base of busy single professionals for active event attendance• Solicited venues for events and worked alongside site managers to coordinate event logistics• Directly promoted, marketing, solicited attendees, and ran events with a team of assistants and volunteers• Served as direct support ensuring comfort, alleviating concerns, and offering interpersonal relationship advice

• 

  Columbia Management Services Inc

  • Providence, Rhode Island Area

  • Senior Customer Service Representative / Quality Coach

    • Sep 2007 - Nov 2010
    • Providence, Rhode Island Area

    • Directly assisted diverse clients and customers, building rapport and cultivating strong ongoing relationships• Served as a Quality Coach Assistant to enhance employee performance• Designed presentations and facilitated training sessions on company objectives and best practices• Analyzed company-wide call data to identify and recommend areas of improvement• Facilitated individualized, targeted breakouts for struggling employees to improve his/her performance• Created and developed a new email database for greater accessibility and access to archives• Wrote and edited all content for company-wide and site-wide newsletter

• 

  Bank of America

  • East Providence

  • Senior Customer Service Representative / Training Coach

    • Sep 2005 - Sep 2007
    • East Providence

    • Directly mentored and assisted team of representatives on best practices, sales skills, and complaint resolution• Independently identified opportunities to grow customer relationships and promote various company products• Performed hands-on processing of transactions and customer requests efficiently and accurately• Set and identified plans of action to ensure that team achieved various target goals• Trained new hires on customer service, sales skills, communications techniques, policies, products and services• Conducted new associate calibrations to highlight and set individual quality goals• Identified opportunities within metrics and quality to coach associates accordingly