Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Margo Reed

Margo Reed

Griffith ,IN

Summary

An accomplished Customer Service Specialist with experience in presenting and delivering solutions and services. A results driven professional that works well in breaking down the barriers between the functions and the business, communicating a clear value proposition and delivering momentum with greater efficiency and effectiveness for goals to be achieved. Recognized for coaching skills and the ability to design and reflect back the desired outcomes aligned with actionable solutions. Able to formulate short and long-term strategies, communicate values, and drive critical customer service decisions in order to meet or exceed stated objectives.

Overview

21
21
years of professional experience

Work History

Front Desk Customer Service Representative

Marriott Hotel
06.2023 - Current
  • Supported sales initiatives by informing potential customers about available promotions or special rates when handling reservation inquiries.
  • Consistently maintained an organized workspace at the front desk, contributing to a professional atmosphere in the hotel lobby area.
  • Managed high call volume with professionalism, ensuring that all phone calls were answered quickly and accurately.
  • Handled guest complaints with empathy and understanding, working towards satisfactory resolutions.
  • Created and maintained pleasant and calming environment to deliver excellent experience for members and guests.
  • Maintained a welcoming environment for guests by consistently providing friendly and efficient service.
  • Streamlined check-in and check-out processes, leading to reduced wait times for guests.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues at the front desk.
  • Developed strong rapport with guests, resulting in positive reviews and repeat business for the hotel.
  • Collaborated with housekeeping staff to ensure rooms were ready for arrivals in a timely manner.
  • Greeted and verified members and guests upon entry to optimize security.
  • Coordinated reservations effectively, preventing overbooking situations while maximizing room occupancy rates.
  • Facilitated smooth interdepartmental communication regarding guest needs or concerns, fostering a collaborative work environment among staff members.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Sought ways to improve processes and services provided.
  • Trained staff on operating procedures and company services.

Phone Operator

Certified Languages International Inc.
10.2020 - 12.2022
  • Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
  • Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
  • Maintained professionalism and courtesy while managing high call volumes during peak hours.
  • Pleasantly greeted all callers and asked how to be of assistance.

Customer Services Specialist/ Team Lead - Performance Coach/ Supervisor

Liberty Mutual Insurance
01.2004 - 02.2020
  • Analyze customer complaints and provide appropriate corrective actions. Ensure to provide excellent customer service through phone, e-mail, chat, etc. in timely and accurate manner.
  • Develop and maintain in-depth product knowledge, serve as liaison between customer support team, management and customer to improve customer service and business productivity.
  • Prepare documentation and reports on routine customer correspondence for future reference purpose. Assist in training peers on improving customer support service.
  • Track, follow-up and resolve customer’s outstanding issues in a timely fashion. Conduct customer surveys about the company’s service so as to obtain feedback.
  • Successfully maintain and keep the weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends.
  • Efficiently communicate and execute customer feedback to technical and marketing teams in order to develop processes for better serving customers.
  • 2015 Circle of Excellence Recipient.

Education

None - Law

Maricopa Community Colleges, Scottsdale Community College
Scottsdale, AZ

Skills

  • Customer Service & Management
  • Communications
  • Relationship Development
  • Coaching
  • Focus on Profitability
  • Empowering & Positive Attitude
  • Training & Development
  • Team Lead
  • Microsoft Office
  • Client Focused
  • Financial Services

Accomplishments

  • Supervised team of Number staff members.

Timeline

Front Desk Customer Service Representative

Marriott Hotel
06.2023 - Current

Phone Operator

Certified Languages International Inc.
10.2020 - 12.2022

Customer Services Specialist/ Team Lead - Performance Coach/ Supervisor

Liberty Mutual Insurance
01.2004 - 02.2020

None - Law

Maricopa Community Colleges, Scottsdale Community College

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Margo Reed