Paola Hess
Vista
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Convergys
Honduras
01.2014 - 06.2025
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained a high level of professionalism when dealing with difficult customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered customer inquiries via phone, email, and chat.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Cashier
Money pit
San Marcos
01.2022 - 06.2022
- Answered customer questions and provided store information.
- Answered customer inquiries regarding store policies and procedures.
- Ensured compliance with all safety regulations within the store environment.
- Maintained work area and kept cash drawer organized.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Greeted customers promptly and responded to questions.
- Collected payments and provided accurate change.
- Offered customers carry-out service at completion of transaction.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
Room Service Operator
Celebrity Cruises
Miami
02.2017 - 01.2018
- Assessed quality of food and beverage products prior to delivery.
- Stocked carts with requested food items from kitchen staff according to order specifications.
- Checked all orders for accuracy before delivering them to guests.
- Delivered room service orders quickly and efficiently to guest rooms using carts or trays.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Updated system with order specifics and customer details, preferences, and billing information.
- Practiced food safety and sanitation habits and followed compliance requirements.
- Processed payments for room service orders, including cash, credit and debit cards, and online payment methods.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Maintained clean, neat and professional uniform to promote positive corporate image.
- Followed up with guests regarding order quality to satisfaction.
- Took telephone orders, billed items to rooms and communicated orders to kitchen.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved guest concerns and issues quickly and effectively.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contacted customers about potential service upgrades, new services and account changes.
Education
High School Diploma -
San Pedro High School
Belize CA06-2009
Skills
- Customer service
- Technical support
- Order tracking
- Record keeping
- Payment processing
- Customer relationship management
Timeline
Cashier
Money pit
01.2022 - 06.2022
Room Service Operator
Celebrity Cruises
02.2017 - 01.2018
Customer Service Representative
Convergys
01.2014 - 06.2025
High School Diploma -
San Pedro High School