Dedicated professional with over 7 years in retail, hospitality, and security sectors. Skilled in customer service, technical support, and sales, with a proven ability to manage complex workflows and deliver exceptional results.
Exceptional at managing customer interactions, resolving issues, and ensuring positive experiences across multiple sectors.
Skilled in troubleshooting hardware and software issues, providing remote assistance, and maintaining detailed records.
Proficient in handling inbound sales calls, converting leads, and managing reservations to maximize revenue.
Effective in coordinating between departments, field technicians, and clients to ensure seamless service delivery.
WALMART
• Managed customer records, order information, and service requests through internal systems. • Scheduled deliveries and follow-up interactions while coordinating with multiple departments. • Responded to customer inquiries through phone, email, and chat channels. • Tracked operational data and contributed to daily and weekly reporting. • Conducted research on orders, shipments, and returns to ensure timely issue resolution.
Open Phone
• Managed and prioritized 50+ daily customer tickets using Zendesk, ensuring timely resolution and adherence to service deadlines. • Maintained accurate customer records by updating contact information, account details, and assigned phone numbers within the CRM. • Organized and managed ticket queues based on urgency, age, and business impact to improve workflow efficiency. • Conducted follow-ups on pending cases, maintaining ownership until final resolution and closure.
IHG (Intercontinental Hotel Group)
• Handled inbound calls to book hotel reservations across IHG brands, consistently converting 40%+ of calls into confirmed bookings. • Managed hotel reservations, itinerary changes, cancellations, and date modifications for guests across multiple properties. • Documented customer interactions and maintained detailed records of reservations and account updates. • Assisted customers with membership enrollments and room upgrades while providing personalized support.
High School Diploma
Architecture
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Experienced with Zendesk, Salesforce, HubSpot, and other platforms to manage customer data and streamline workflows.
Brinks Home Security
• Provided technical support via phone and email for U.S. home security systems (panels: IQ, Simon, 2GIG, Honeywell; sensors; Alarm.com cameras). • Coordinated with field technicians and internal departments to schedule service appointments and resolve customer concerns. • Documented customer interactions, account updates, and service activities in CRM systems. • Updated customer databases and ensured compliance with internal documentation standards.
