Sandra - Customer Service Manager at Legends Marketing

Expertise in delivering exceptional customer experiences across diverse industries and communication channels.

Skilled in managing teams and operations, ensuring efficiency and high-quality service delivery.

Proficient in resolving guest and client conflicts effectively, maintaining positive relationships.

Experienced in remote office management, onboarding, and HR functions to optimize organizational workflows.

Provide timely and accurate product and service information to customers, resolving issues efficiently across multiple communication channels (phone, text, email)., Manage high volumes of incoming communications while maintaining professionalism and service quality., Generate sales leads and actively drive upgrades and upselling initiatives., Resolve customer complaints, offering appropriate solutions within specified time limits and ensuring follow-up for full resolution., Oversee fraud prevention, chargeback management, and collections processes to protect company revenue., Maintain comprehensive records of customer interactions and transactions., Lead staff training and develop Standard Operating Procedures (SOPs) to streamline operations and enhance team performance.

Contributed to the successful opening of both the Thompson Hotel and Catch Restaurant., Provided exceptional service to guests, including high-profile and celebrity clientele., Managed dining and bar area flow, ensuring smooth guest experiences., Maintained liquor, wine, and beer inventory, ensuring adherence to controls and policies., Assisted in coordinating special events and activities, ensuring guest satisfaction during high-demand occasions., Reconciled cash drawer and handled cash and credit card transactions with accuracy.

Delivered outstanding service according to AAA and 5-diamond standards., Addressed guest conflicts and challenges with initiative, ensuring timely resolutions., Managed cash and electronic banking terminals, maintaining financial accuracy., Maintained excellent service during high guest flow, demonstrating strong multitasking and problem-solving abilities.

Managed office operations remotely, coordinating with the Chicago-based headquarters., Oversaw HR functions, including employee onboarding and coordination of corporate accounts., Balanced incoming and outgoing communication, ensuring effective workflow and timely project completion., Delivered exceptional customer service, resolving complaints and inquiries in a professional manner.