Trecia Cocker
Metairie
Summary
Dynamic professional with over five years in customer service roles. Recognized for effective communication and collaboration, successfully coordinating with teams to resolve issues and improve processes. Eager to leverage expertise in a challenging new position.
Overview
14
14
years of professional experience
Work History
Customer Experience Agent
Vacasa Vacation Rentals
03.2021 - 07.2026
- Resolved customer inquiries via phone, email, and live chat effectively.
- Resolved customer queries and complaints in a timely manner.
- Assisted guests in booking vacation rentals through online platforms.
- Provided detailed information about rental properties and local attractions.
- Maintained accurate customer records in the company database system.
- Documented all customer conversations in the database system accurately and thoroughly.
- Coordinated with property management to ensure timely maintenance requests.
- Collaborated with team members to improve customer service processes.
Concierge Agent
Staffpro workforce - Beacon New orleans
09.2019 - 03.2021
- Directed incoming calls and messages to appropriate staff or residents.
- Greeted guests upon arrival, offering assistance with luggage and transportation.
- Entered work orders for housekeeping, pest control and maintenance issues.
- Recommended dining, entertainment, and cultural activities tailored to guests' preferences, enhancing their overall experience.
- Provided business services for guests, including faxing, copying, and courier arrangements.
- Liaised between hotel management and guests to address special needs or concerns, ensuring guest satisfaction and comfort.
- Streamlined concierge desk functions to improve guest experience by maintaining organization and ensuring availability of essential materials.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
Restaurant Hostess
Royal Caribbean Cruise Line International
09.2012 - 11.2015
- Welcomed guests and ensured a positive first impression.
- Managed reservations and efficiently coordinated seating arrangements.
- Assisted guests with inquiries and provided dining information promptly.
- Communicated with kitchen staff to relay guest requests effectively.
- Maintained cleanliness and organization in the host area consistently.
- Monitored restaurant flow to optimize guest seating and minimize wait times.
- Collaborated with management to enhance overall dining experience for guests.
- Resolved customer complaints in a professional manner while maintaining a positive attitude towards guests.
- Greeted customers and escorted them to their tables.
- Performed opening and closing duties such as restocking supplies and cleaning work areas.
Education
High School Diploma -
Mannings High
Westmoreland, Jamaice07-2000
Some College (No Degree) - Business
Montego Bay Community College
Montego Bay, JamaicaSkills
- Team collaboration
- Effective communication
- Time management
- Active listening
- Customer service excellence
- Conflict resolution
- Organizational skills
- Phone etiquette
- Written communication
- Critical thinking
Timeline
Customer Experience Agent
Vacasa Vacation Rentals
03.2021 - 07.2026
Concierge Agent
Staffpro workforce - Beacon New orleans
09.2019 - 03.2021
Restaurant Hostess
Royal Caribbean Cruise Line International
09.2012 - 11.2015
High School Diploma -
Mannings High
Some College (No Degree) - Business
Montego Bay Community College