Summary
Overview
Work History
Education
Skills
Timeline
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Markeeta Campbell

Waldorf

Summary

Results-driven professional specializing in delivering exceptional customer support. Experienced in managing concerns and resolving conflicts to optimize customer satisfaction. Strong background in customer relations and communication for effective client interactions.

Overview

12
12
years of professional experience

Work History

Customer Service Agent

Progressive Insurance
03.2024 - Current
  • Respond to customer inquiries via phone regarding auto insurance policies, claims, and coverage options.
  • Assist customers in understanding their policies, including terms, conditions, and coverage limits.
  • Process changes to policies, such as renewals, cancellations, and updates to personal information.
  • Handle and resolve customer complaints in a professional and empathetic manner.
  • Collaborate with claims adjusters and underwriters to facilitate the claims process.
  • Maintain accurate records of customer interactions and transactions in the CRM system.
  • Educate customers about additional products and services that may meet their needs.
  • Stay updated on industry trends, insurance regulations, and company policies to provide accurate information.

Front Desk Agent

Waldorf Astoria Hotel
11.2022 - 03.2024
  • Company Overview: Washington, DC
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Welcomed each new arrival pleasantly and confirmed reservations and identifications exceeding FORBES Standards.
  • Oversaw fast-paced front desk operations and guests' needs at high volumes.
  • Responded swiftly to room requests and other inquiries made via KIPSU, email, or phone.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests, using HotSoS or Teams as primary source of communications.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Used internal software such as OnQ to process reservations, check-ins and check-outs.
  • Issued room keys to guests upon check-in and answered questions regarding proper use and informed guests of the Hotel amenities and outlets.
  • Increased hotels revenue with upsells in room categories with extensive knowledge of the hotel's rooms.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Ensured all deposits were received at check-in for all accounts to be kept in balance and ran daily reports to verify totals.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at departure and ensuring all proper credits were applied. Such as Hilton Honors Credits, American Express Fine Hotel Resorts Credits and Signature Luxury Travel credits.
  • Washington, DC

Teacher Assistant

Because We Care Learning Center
10.2019 - 05.2020

Customer Service Representative

Amazon
02.2019 - 05.2019

Bank Teller

Old Line Bank
09.2013 - 02.2015

Education

High School Diploma -

Maurice J McDonough
Waldorf, MD
01.2011

Skills

  • Microsoft Office Suites
  • 60 WPM
  • Scanning and copying
  • Office supply management
  • Front desk operations
  • Confidentiality
  • Administrative Support
  • Customer complaint resolution
  • Verbal and written communication
  • Inbound call management

Timeline

Customer Service Agent

Progressive Insurance
03.2024 - Current

Front Desk Agent

Waldorf Astoria Hotel
11.2022 - 03.2024

Teacher Assistant

Because We Care Learning Center
10.2019 - 05.2020

Customer Service Representative

Amazon
02.2019 - 05.2019

Bank Teller

Old Line Bank
09.2013 - 02.2015

High School Diploma -

Maurice J McDonough

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Markeeta Campbell