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Skills

  • Transportation information
  • MS Office
  • Account management
  • Booking modification and upgrade facilitation
  • Telephone reservations
  • Budgets
  • First Aid/CPR
  • Keyboarding
  • Bilingual/Multilingual communication skills (initiative, process)
  • Organization

Work Experiences

  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Conducted peer assessments and feedback.
  • Collaborated with team members to maintain an overall customer satisfaction score of 38%, ensuring peak operational efficiency.
  • Achieved 14 consecutive months of meeting or exceeding team’s KPIs, including reducing call response times by 71%.
  • Built strong relationships with clients.
  • Helped the business achieve and maintain industry-leading customer service ratings.
  • Looked for training opportunities to improve my customer relationship management skills and increase customer satisfaction.
  • Created a several months system report on incoming answered call volume and gave Customer Service Reservation Agent data insight.
  • Actively participated in meetings to improve team performance.
  • Assisted customers with booking modifications, upgrades, refunds, and special arrangements, implementing time-saving strategies for a 60% increase in efficiency.

Summaries

  • Customer Service Reservation Agent with 18 years of successful team leadership and data analysis experience.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Friendly Reservation Agent with experience interacting effectively with guests of various ages, backgrounds, and interests over the phone.
  • Committed to providing prompt, accurate, and timely service to a large number of incoming calls.
  • Customer Service Reservation Agent is a multi-talented Customer Service Reservation Agent who is consistently rewarded for planning and operational improvements.
  • Customer Service Reservation Agent was polite and professional, and he was successful in using strong communication and problem-solving skills to resolve each customer issue.
  • Costs were consistently reduced while profits were increased.
  • Excellent conflict resolution and multitasking skills.
  • Clear understanding of risk assessment and budget management as well as risk assessment training.
  • Offering 12 years of Customer Service experience.

Accomplishments

  • Utilized QuickBooks to forecast sales performance and adjust team goals, resulting in exceeding holiday reservation targets by 33%.
  • Provided vital multilingual reservation support, reducing communication errors by 83% for international customers from metric.
  • Implemented upsell initiatives for premium services, resulting in an increase of 64% in ancillary product sales, including travel insurance and seat upgrades.
  • Resolved 23% of escalated booking issues within the same day while adhering to company SLAs, leading to improved client retention.
  • Optimized the booking system, reducing customer on-hold time by 60%, allowing for more seamless interactions during peak hours.
  • Identified and mitigated recurring booking errors through active monitoring, resulting in a 75% improvement in overall booking accuracy.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with management to redesign the customer complaint resolution process, resulting in a 28% decrease in the resolution time of booking complaints.
  • Mitigated trip cancellations by offering relevant last-minute alternatives, reducing cancellation rates by 75% year-over-year.
  • Upsold additional travel packages, contributing to a 19% increase in monthly sales revenue via personalized customer outreach and follow-up calls.

Affiliations

  • Certified Customer Service Professional (CCSP) – Completed coursework in 2020
  • Airport Ground Transportation Association (AGTA) – Regular participant in customer experience forums
  • International Contact Center Association (ICCA) – Engaged in call-handling best practices workshops
  • Association for Computing Machinery
  • International Travel and Tourism Institute (ITTI) – Student Member
  • Association of Professional Customer Service Advisors (APCSA)
  • Lions Club
  • American Customer Service Association (ACSA) – Member since 2020
  • Association of Travel Executives (ACTE) – Attended 2023 Conference on reservation system innovations
  • Society of Problem Solvers and Conflict Resolvers (SPCR) – Received certification in 2023

Certifications

  • First Aid/CPR Certified
  • Certified Travel Associate (CTA) – initiative
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Hotel Reservations Specialist (CHRS)
  • CompTIA Security+
  • Effective Communication and Service Delivery Certification - Harbor & Co.
  • Certified Reservation Sales Specialist (CRSS) - Northwind
  • Salesforce Certified Administrator
  • Revenue Management Certification - Hospitality and Tourism Industry

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