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Skills

  • Handling High-Volume Call Centers
  • Client needs analysis and solution development
  • Operational improvement
  • Procedure equipment
  • Business operations
  • Communications
  • Customer service
  • Vendor relationship management
  • Client retention strategy
  • First Call Resolution Optimization

Work Experiences

  • Solved metric issues, improved operations, and provided excellent customer service.
  • Transported ServiceNow to the past year customer locations.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Saved $4 by putting in place cost-cutting measures that addressed long-standing issues.
  • Assisted 3 clients with disability accommodations.
  • Consistently met and exceeded KPIs, handling over 2 calls in peak travel seasons while maintaining superior service quality.
  • Achieved 17% quicker resolution.
  • Overcame objections by employing friendly and persuasion tactics.
  • Consistently maintained an accuracy rate of 59% when entering sensitive customer travel preferences.
  • Boosted sales by $6.

Summaries

  • Strong-willed telemarketer with a lot of energy and enthusiasm.
  • Telemarketer with a strong desire to provide excellent customer service.
  • Strengths in team leadership and stakeholder engagement backed up by Customer Service training.
  • Consistently drove a 18% client retention rate.
  • Telemarketer with a flair for sales and marketing who is persistent and highly motivated.
  • Affected over 10 transactions.
  • Adept at handling sensitive travel preferences and personal data, ensuring confidentiality and accuracy to build lasting client relationships.
  • Consistently maintained an accuracy rate of 77% when entering customer-sensitive travel data, protecting client preferences and improving service delivery.
  • Remarkable telemarketer who is always able to provide excellent customer service.
  • Built lasting client relationships.

Accomplishments

  • Identified key bottlenecks in the booking process and implemented new guidelines that boosted operational efficiency by 56%.
  • Reduced average call handling time by 77% through effective use of reservation software and multitasking techniques.
  • Streamlined data entry for high-volume bookings, reducing booking errors by 37% through improved accuracy and attention to detail.
  • Earned ITIL, becoming a team lead on standard, coordinating efforts to improve travel offerings.
  • Provided personalized travel solutions to inbound callers, leading to a 16% improvement in customer satisfaction scores.
  • Directly responsible for increasing ancillary revenue by $79,000 through cross-selling travel insurance and other services.
  • Lead team initiatives that resulted in the successful booking of over 12 complex multi-leg international trips yearly.
  • Exceeded monthly targets for outbound call volume by 19% while maintaining an average customer satisfaction rating of 61%.
  • Reduced call abandonment rate from 50% to 68% by improving team workflow and increasing customer communication.
  • Handled an average of 6 customer interactions per day in a high-volume call center environment without compromising service quality.

Affiliations

  • Certified Customer Support Professional (CCSP) from Service Strategies
  • American Society of Travel Advisors (ASTA)
  • Rotary International
  • Certified in Sabre (CRS) Travel Booking Software
  • Amazon Web Services (AWS) Cloud Practitioner for Travel Services Certification
  • Certified Agent with CLIA (Cruise Lines International Association)
  • International Council of Nurses
  • Tour Operators United (TOU) Affiliate Member
  • Certified Customer Experience Professional (CCXP) Certification from the Customer Experience Professionals Association (CXPA)
  • International Association of Administrative Professionals

Certifications

  • Google Certified Professional Cloud Architect
  • Call Center Leadership Certification – Northwind
  • IATA Travel and Tourism Consultant Diploma
  • Sabre Travel Network Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Salesforce
  • Certified Public Accountant
  • Advanced Problem-Solving Techniques Certification – initiative
  • Global Business Travel Association (GBTA) Certification
  • CompTIA A+ Technician

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