Customer Service Representative
Air Force Inns
¨ Provided assistance to customers, managed reservations and walk-ins, and oversaw guest services and accounts on a daily basis. Ensured accuracy of reservations and room assignments for air crew members.
¨ Monitored daily inventories and ensured security of controlled documents, forms, and resale items. Read and interpreted military and civilian travel orders to ensure compliance with military regulations regarding eligibility for temporary lodging facilities. Interpreted and applied a standardized body of military regulations and guidelines to provide assistance to customers.Performed daily routine bookkeeping activities, such as balancing cash accounts and preparing daily reports.
¨ Analyzed the payment process and past due accounts and discovered serious deficiencies in recovering great amounts of revenue. Daily monitored past due accounts, compiled reports and performed collection activities. Created, developed and implemented a system to include contacting customers, offering solutions, setting up alternative payment plans and schedules.
¨ Collected and compiled data for the housekeeping department; analyzed trends to eliminate redundancies and increase efficiency. Prepared and delivered computer generated graphics and Excel spreadsheets to depict analysis results.
¨ ACCOMPLISHMENTS: Created and developed a system to manage and settle delinquent accounts which recovered more than $500,000 in 3 months.Observed a discrepancy in the reservation system and worked with IT and Front Desk supervisors, challenged them to eliminate it and improve the accuracy of available rooms reports which increased the level of occupancy and positively affected revenue. Recommendations were adopted and override capabilities were awarded by the General Manager.Selected by customers as the Best Customer Service Representative, November 2005 for outstanding Customer Service performance.Recognized for outstanding support by the Vice Chairman of the Joint Chiefs of Staff in 2006.