Esau Tumua
Colorado Springs
Summary
Proven problem-solver and empathetic communicator, I excelled at United Healthcare by significantly reducing call waiting times and enhancing customer satisfaction. Skilled in customer service and adept at resolving issues, my work history demonstrates a strong work ethic and the ability to maintain poise under stress, ensuring positive outcomes for both customers and employers.
Overview
6
6
years of professional experience
Work History
Inbound Call Center Agent
United Healthcare
11.2020 - 02.2023
- Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.
- Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
- Developed a strong rapport with customers, ensuring repeat business and positive feedback.
- Improved customer satisfaction levels by promptly addressing inquiries and resolving issues.
- Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
Hotel Front Desk Receptionist
Guest Service
01.2017 - 11.2020
- Handled reservations and cancellations, maintaining accurate records in the system.
- Provided local area information and recommendations, enhancing guest enjoyment.
- Responded to guest complaints and concerns promptly, aiming to resolve issues.
- Managed check-in and check-out processes smoothly, ensuring guest satisfaction.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
Education
High School Diploma -
James Irwin
Colorado Springs, CO01-2018
Skills
- Strong work ethic
- Empathy and patience
- Stress tolerance
- Cross-selling and upselling
- Customer service
- Call center customer service
- Problem-solving skills
- Resolving issues
Timeline
Inbound Call Center Agent
United Healthcare
11.2020 - 02.2023
Hotel Front Desk Receptionist
Guest Service
01.2017 - 11.2020
High School Diploma -
James Irwin
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