Jacquelyn Gentilella
Easely
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in customer service/call center industry for luxury vehicle brand. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
Overview
20
20
years of professional experience
Work History
CONCIERGE CUSTOMER SERVICE SPECIALIST
Percepta
09.2018 - Current
- Enhanced guest experiences by providing personalized recommendations and assisting with reservations..
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Served as a reliable resource for fellow team members seeking guidance or assistance in completing tasks related to guest services.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Maintained up-to-date knowledge of products and services to provide accurate information to customers.
- Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Educated customers about available resources such as online FAQs or user guides that could help them resolve future concerns independently.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
New York Times Best-Selling Author
Self Employed Writer
08.2004 - 09.2018
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Expanded readership by tailoring content to target demographics and employing engaging writing techniques.
- Enhanced manuscript quality through meticulous editing, proofreading, and revising for clarity and readability.
- Collaborated with publishers and editors to ensure timely delivery of high-quality content for publication.
- Developed captivating storylines and characters, resulting in increased book sales and positive reader feedback.
- Consistently met deadlines by effectively managing time, prioritizing tasks, and maintaining strong organizational skills.
- Promoted published works through social media platforms, author website updates, email newsletters, and blog posts.
- Increased reader engagement by utilizing various formats such as novels, short stories, essays, articles, blogs or scripts.
- Built a loyal following through engaging author-reader interactions at book signings, speaking engagements or online platforms.
- Secured literary representation by submitting polished manuscripts to reputable agents within the industry.
- Created content for websites and online publications.
- Managed competing deadlines with efficiency.
- Composed original written material for various types of publications and submitted for approval by supervisor, editor or publisher.
- Consulted with editors to shape story and eliminate any errors.
Education
Associate Of Applied Science - Sign Language Interpretation
Suffolk County Community College
Selden, NY06.1994
Skills
- Customer Service
- Reservation Coordination
- Marketing
- Travel Coordination
- Air Travel
- Conflict Resolution
- Exceptional Communication
- Interpersonal Communications
- Accurate Record Keeping
- Effective Problem Solving
- Telephone Etiquette
- Strong Work Ethic
- Training and Mentoring
- Excellent Multitasking
- Outstanding customer service
- Tech-savvy abilities
- Reliable punctuality
- Advanced time management
- Proactive attitude
- Highly adaptable
- Polite telephone etiquette
- Effective problem-solving
- Detail-oriented approach
- Positive attitude
- Discreet confidentiality
- Active listening
- Efficient resourcefulness
- Strong interpersonal skills
- Travel Arrangement Coordination
- Dining Recommendations
- Amenities Information
Websites
Timeline
CONCIERGE CUSTOMER SERVICE SPECIALIST
Percepta
09.2018 - Current
New York Times Best-Selling Author
Self Employed Writer
08.2004 - 09.2018
Associate Of Applied Science - Sign Language Interpretation
Suffolk County Community College
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