Front Desk Agent - KALAHARI RESORTS & CONVENTIONS - Pocono Manor, PA
(2026-05)
- Deliver front-desk and guest-service support in a high-volume resort environment, assisting guests throughout arrival, stay, and departure.
- Manage check-ins and check-outs, reservation verification, payments, account information, and special requests.
- Resolve guest questions and service concerns using professional communication, problem-solving, and de-escalation skills.
- Coordinate with Reservations, Housekeeping, Maintenance, Security, and other departments to address guest needs efficiently.
- Document guest interactions, account updates, and service issues accurately within resort systems.
Customer / Client Contact Specialist - BMW OF NORTH AMERICA / ROLLS-ROYCE MOTOR CARS
(2022-03 - 2025-11)
- Managed complex customer inquiries and escalations for BMW and Rolls-Royce clients, providing high-level customer advocacy and resolution support.
- Coordinated with dealerships, field representatives, internal departments, and leadership to research and resolve customer concerns.
- Maintained detailed case documentation and customer communications in CRM systems while handling sensitive information.
- Supported administrative workflows and cross-functional communication, including SAP-related processes and documentation.
- Contributed to customer-experience and process-improvement efforts in a fast-paced corporate environment.
Customer Service / Member Support Representative - HORIZON BLUE CROSS BLUE SHIELD
(2020-01 - 2022-12)
- Assisted members with benefits, claims, eligibility, coverage, and account-related inquiries in a high-volume service environment.
- Researched and resolved member concerns while documenting interactions accurately across multiple systems.
- Handled confidential member information and communicated complex information clearly and professionally.
Customer Service Representative - ROBERT HALF / UNIPRO - Irvington, NJ
(2020-03 - 2020-12)
- Processed returns, created RMA and FedEx return labels, reviewed and processed orders, and handled customer email correspondence.
- Answered and directed calls, assisted customers, scanned documents, and created organized electronic files.
Customer Service Representative - UNIQLO - Kearny, NJ
(2019-11 - 2020-02)
- Supported account maintenance, phone orders, ticket research, and day-to-day customer service using CRM and business systems including SAP.
- Identified customer-success factors and communicated recurring needs and issues to leadership.
Customer Service / Account Services Specialist (Contract) - GUCCI - Secaucus, NJ
(2019-09 - 2019-11)
- Supported customer accounts, incoming client calls, order-related inquiries, escalations, and service delivery.
- Processed timepiece returns, verified packaging data, routed repair information, and contacted customers regarding pickup.
Customer Service Representative (Contract) - SIVANTOS - Piscataway, NJ
(2019-03 - 2019-07)
- Built customer relationships, resolved escalated issues, and coordinated across divisions to improve service delivery and customer experience.
- Used Microsoft Office and CRM tools to support customer communications and documentation.
Customer Success Executive - SAFILO - Secaucus, NJ
(2017-09 - 2018-07)
- Managed customer accounts, phone orders, ticket research, incoming calls, escalations, and account-maintenance support.
- Built relationships with customer management and business teams while driving service delivery and process improvements.
Administrative Assistant / Receptionist - JAGRO CUSTOM BROKERS - Berkeley Heights, NJ
(2015-06 - 2017-07)
- Provided administrative support to executive leadership, including calls, mail, meeting rooms, catering, distribution lists, and cross-department coordination.
- Handled confidential information, competing priorities, deadlines, and customer-service needs in a fast-paced office.
Owner / Operator - LIL PROFESSORS ACADEMY - Newark, NJ
(2008-01 - 2016-12)
- Directed childcare-center operations, including staffing, training, scheduling, enrollment, parent relations, curriculum implementation, and financial reporting.
- Served as primary staff contact and maintained operational standards, staff development, and customer relationships.
