Elizabeth Willoughby

Haines City, FL 33844◆ 321-333-7031◆ Bwllghby@yahoo.com

Overview
Customer service professional dedicated to effective team management and customer satisfaction. Exceptional customer care professional who addresses inquiries and resolves problems as they arise. Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically. Ambitious Reservations Manager experienced with managing complex projects and driving productivity improvement.

Skills
Effective problem solver- Customer focused- Adherence to high customer service standards -Effective workflow- management- Inventory control -Excellent time management skills- Effective problem solver- Exceptional interpersonal communication -Detail orientated- Microsoft Outlook, Word and Excel- Exceptional telephone etiquette- Accurate Data entry background- Proofreading and editing- Strong reading talents- Ability to catch errors- Excellent grammar-  Display setup- Welcoming guests- Customer assistance- Customer Service- Project management- Data entry

Work History
Administrative Asstistant /Vacation Rental Property Manager, 01/2019 to 08/2019 Prestige Homes Florida – Celebration , FL –Processed project change requests and performed coverage research to handle repair issues Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects Coordinated with janitorial and engineering staff on maintenance and upkeep Kept records accurate, detailed and fully compliant with reporting requirements to meet all state, local and federal housing requirements Handled tenant complaints promptly and appropriately, calling in repairmen and other support services as needed

Contracts Processor , 04/2018 to 10/2018 Exploria Resorts – Clermont, FL –Interacted with public on phone and at reception desk to answer questions and resolve issues Verified data entered into database by reviewing, correcting and deleting data Took inventory of supplies closet through Prepared data by compiling and sorting information Worked with customers to understand requirements and provide exceptional customer service

Insurance Customer Service Representative, 05/2017 to 10/2017 Lock Insurance – Lakeland, FL –Posted payments to accounts and maintained records Verified client information by analyzing existing evidence on file Processed reminder invoices each month and mailed documentation to clients Observed strict procedures to protect sensitive client information, including claim records and payment data Made contact with insurance carriers to discuss policies and individual client benefits. Worked with various insurance companies as point of contact to resolve client problems, improve operations and provide exceptional customer service Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping

Server, 10/2016 to 06/2018 Ovations Bistro And Bar – Davenport, FL –Collected credit card, cash and gift certificate payments from customers and made proper change for cash transactions. Monitored guests for intoxication and immediately reported concerns to management. Created orders, documented special requirements and discussed needs with kitchen personnel to provide customers with desired food and minimize complaints. Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals. Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers. Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously. Cleaned outdoor eating area and indoor dining room by wiping tables, placing trash in receptacles and restocking napkin dispensers. Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags. Kept updated knowledge of menu and chef specials to provide recommendations according to tastes and specific allergies. Kept register accurate through correct billing, payment processing and cash management practices. Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers. Memorized restaurant wine stock and appropriate entree pairings, driving daily wine sales averaging $100+ per day. Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business. Prepared beverages and filled food orders for customers. Helped customers place orders, explained menu items and suggested appropriate options for food allergy sufferers. Checked identification to enforce age requirement for alcoholic beverages. Delivered orders in timely manner and corrected all issues to ensure guest satisfaction.

Reservations And Property Management, 04/2014 to 04/2016 Sun N Fun Vacation Homes – Orlando, FL –Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette Made and confirmed reservations Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers Verified customers’ credit and established how the customer would pay for the accommodation Computed bills, collected payments and made change for guests Recommended top dining and entertainment options for guests in the Kissimmee / Orlando area Greeted and registered guests and issued keys Processed 10-20 reservations per week

Server, 11/2013 to 06/2016 Beef O Brady’s – Davenport, FL –Bussed, cleared, cleaned and set tables in a quiet and efficient manner Consistently provided professional, friendly and engaging service Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards Displayed enthusiasm and knowledge about the restaurant’s menu and products Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff
Quickly recorded transactions in MICROS system to deliver prompt service Developed and maintained positive working relationships with others to reach business goals Demonstrated genuine hospitality while greeting and establishing rapport with guests Verified cash drawer against the day’s receipts Received frequent customer compliments for going above and beyond normal duties Assisted co-workers whenever possible Continually monitored dining rooms for seating availability, service, safety and well-being of guests

Leasing Professional, 01/2012 to 06/2013 Concord Management – Maitland, FL Secured an average of 12 rental agreements each month. Completed final move-out walk-throughs for tenants. Introduced and monitored effective lease renewal programs. Carefully screened applicants for tenancy. Analyzed and evaluated monthly and quarterly financial statements. Verified that all customer complaints were handled promptly and appropriately. Communicated effectively with owners, residents and on-site associates. Maintained a sufficient number of units so that they were market-ready at all times. Followed up on delinquent tenants and coordinated collection procedures. Communicated with landlord regarding building and tenant issues. Scheduled contractors for maintenance issues. Managed a community of nearly 542 apartment homes. Maintained original leases and renewals for the management office. Delivered emergency 24-hour on-call service for any tenant issues. Maintained current contract files as prescribed by company contract policies and procedures. Planned special events such as lotteries, dedications and project tours. Verified income, assets and expenses and completed file tracking sheet for each applicant. Maintained constant balance of property petty cash account. Coordinated with janitorial and engineering staff on maintenance and upkeep. Developed and executed plan to achieve and maintain 95% or better rate of occupancy.

Customer Service Representative, 10/2010 to 12/2011 Faneuil Inc. – Orlando, FL Effectively managed a high-volume of inbound and outbound customer calls. Answered a constant flow of customer calls with up to 175+ calls in queue per minute. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Managed high call volume with tact and professionalism. Acted professionally and patiently when addressing negative customer feedback. Met or exceeded service and quality standards every review period. Developed all process controls and metrics for daily management of the Call Center.

Education 
High School Diploma Osceola High School – Kissimmee, FL Associate of Arts Valencia Community College – Orlando, FL