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@susanwagema
Customer-focused support professional skilled in long-term care benefits and service excellence.
I am a customer-focused professional with extensive experience in customer service, data entry, and virtual support across healthcare, hospitality, and logistics sectors. I currently serve as a Customer Care Professional at Illumifin Company, where I handle long-term care benefits inquiries, maintain 100% accurate documentation, and sustain a 98% resolution rate.
Across roles at Amazon, Sofitel, Marriott, and healthcare providers, I have processed high volumes of orders and calls while maintaining inventory accuracy above 98% and improving guest satisfaction. I have proposed and implemented process improvements that reduced call handling time and enhanced service flow efficiency.
I bring strong multitasking, communication, and problem-solving skills, with formal training in front office management and service excellence. I am recognized for reliability, client relationship management, and delivering measurable results in customer satisfaction and operational accuracy.
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Work history, roles, and key accomplishments
Illumifin Company
Nov 2023 - Present (2 years)
Responded to over 1,200 inquiries on long-term care benefits with a 98% resolution rate and proposed three process enhancements that reduced call handling time. Ensured 100% accurate documentation and consistently met daily performance metrics.
Processed and packed 150–200 customer orders daily while maintaining inventory accuracy above 98% and resolving scanner and inventory issues to minimize disruptions. Met productivity targets and supported stowing, dispatching, and count records.
Twelve Acres Inc
Oct 2022 - Feb 2023 (4 months)
Monitored clients for behavioral changes, documented behavior logs and progress reports, and reported 100% of incidents to ensure regulatory compliance and client safety. Assisted clients with daily living tasks and life-skill coaching.
Sofitel The Obelisk
Jan 2021 - Aug 2022 (1 year 7 months)
Handled over 100 calls daily, improving guest satisfaction scores by 15% through accurate information delivery and reliable wake-up call and request management. Streamlined front office operations with organized communication logs.
Marriott Marquis City Center
Oct 2017 - Mar 2019 (1 year 5 months)
Managed high-volume guest calls with prompt, courteous service and supported multiple departments by routing calls and resolving concerns to aid guest retention. Maintained consistent service quality across shifts.
Movenpick Hotels
Oct 2016 - Sep 2017 (11 months)
Delivered prompt table service, trained new staff on service protocols, and collaborated with kitchen staff to reduce order errors and service delays, improving overall guest satisfaction.
Hilton Hotels
Jul 2015 - Dec 2015 (5 months)
Welcomed guests and supported smooth check-in/check-out and reservation handling during internship, gaining experience in hotel systems and customer relations. Assisted with guest inquiries efficiently.
Degrees, certifications, and relevant coursework
Certificate, Front Office Techniques
Completed a Front Office Techniques course focused on front desk operations and guest service skills.
Diploma, Front Office
2013 - 2014
Completed a Diploma in Front Office covering hospitality front desk management and service excellence.
Software and tools used professionally
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