Bonita Reyes
Hotwire.com
Naperville
1
Certification
6
years of professional experience
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Work History
Customer Service Representative
2 Years 5 Months- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved product and consumer complaints through effective communication and problem-solving.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with payment processing and established payment plans, ensuring accounts remained current.
- Fielded customer complaints and queries, accelerating resolution process to enhance customer experience.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Made outbound calls to obtain account information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
Customer Service Associate
1 Year 11 Months- Documented customer correspondence in CRM to track requests, problems and solutions.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Developed and organized electronic files to maintain customer service-related documents.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Followed policies and procedures to meet or exceed established performance requirements.
- Explained benefits, features and recommendations to maximize client retention.
- Consulted with customers regarding needs and addressed concerns.
Survey Interviewer
1 Year 3 Months- Used computer-aided telephone interviewing system to record data.
- Coded and inputted survey results accurately to maintain data integrity.
- Listened intently and objectively to accurately code responses.
- Probed for relevant or appropriate information without influencing responses.
- Reviewed results for completeness and accuracy before submitting.
- Contacted interviewees to be interviewed at home, place of business or field location by telephone, mail or in person.
- Restated questions without altering meaning to facilitate participants' comprehension and collect high-quality data.
- Entered participant data into databases.
- Documented results from participant observations.
Education
Some College (No Degree) - Psychology, Hospitality, Social Studies
Skills
Report Generation
Credit Card Payment Processing
Report Creation
Customer Retention Strategies
POS Systems and Ordering Platforms
Call Documentation
Upselling Products and Services
Courteous with Strong Service Mindset
Efficient and Detail-Oriented
Building Customer Trust and Loyalty
Multitasking and Prioritization
Customer Service
Order and Refund Processing
Calm and Professional Under Pressure
Verbal and Written Communication
Upbeat and Positive Personality
Certification
Certificate of Business
Devry University 2025
Timeline
Customer Service Representative
Hotwire.com
01.2024 - 06.2026Read More
Customer Service Associate
LTD Commodities
02.2022 - 01.2024Read More
Survey Interviewer
All Team Staffing
10.2020 - 01.2022Read More
College of Lake County
Some College (No Degree) from Psychology, Hospitality, Social Studies
Read More
Education and Training
Management experience in the Hospitality Industry