KEUNA MAYO
Marshall
Summary
Offering strong foundation in customer service and remote work capabilities, eager to learn and develop in dynamic environment. Delivers effective communication and problem-solving abilities, with keen eye for detail and organization. Ready to use and develop communication and technical skills.
Overview
9
9
years of professional experience
Work History
Reservation Agent
HotelPlanner
06.2022 - 12.2024
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Phone Interviewer
Pollmakers
01.2022 - 04.2022
- Addressed respondent concerns professionally, fostering trust in the research process and minimizing call termination rates.
- Achieved accurate data collection through meticulous note-taking during phone interviews while adhering to strict guidelines set forth by clients or researchers.
- Conducted quality assurance checks on recorded interviews, ensuring accuracy and adherence to company standards.
Appointment Setter
United Solar
10.2021 - 01.2022
- Set appointments with salespeople and potential customers.
- Provided potential customers with information about upcoming promotions and events to acquire interest in scheduling appointment.
- Prioritized tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.
- Answered phone calls and answered questions from potential customers.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
Guide
Assurance IQ
04.2020 - 07.2021
- Maintained safety standards during excursions, resulting in zero accidents or incidents.
- Built personal relationships with consumers to promote positive experiences.
- Trained new guides on company policies, procedures, and best practices, leading to consistently high-quality tours across the team.
Customer Service Representative
Micro Center
07.2019 - 09.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Political Campaign Intern
Manassas Democratic Committee
08.2015 - 11.2015
- Fostered positive relationships with other campaigns, community leaders, and stakeholders through networking events.
- Collaborated with team members for effective event planning and execution.
- Increased campaign awareness by developing and distributing marketing materials.
- Improved voter outreach effectiveness by training volunteers on phone banking and canvassing techniques.
- Cultivated a supportive team environment by assisting fellow interns with their tasks when needed.
Education
Bachelor of Arts - Government and International Politics with International Security studies
GEORGE MASON UNIVERSITY
Fairfax, VA05.2019
Skills
- Script memorization
- Customer relations
- Salesforce CRM
- Campaign support
- Expert communication
- Problem resolution
- Phone etiquette
- Positive attitude
- Data recording
- Call center experience
- Microsoft Excel
- Empathy display
Timeline
Reservation Agent
HotelPlanner
06.2022 - 12.2024
Phone Interviewer
Pollmakers
01.2022 - 04.2022
Appointment Setter
United Solar
10.2021 - 01.2022
Guide
Assurance IQ
04.2020 - 07.2021
Customer Service Representative
Micro Center
07.2019 - 09.2020
Political Campaign Intern
Manassas Democratic Committee
08.2015 - 11.2015
Bachelor of Arts - Government and International Politics with International Security studies
GEORGE MASON UNIVERSITY
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