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Skills

  • Active listening and tailoring solutions to customer needs
  • Documentation and reporting
  • Relationship development
  • Customer service
  • Communications
  • Attention to detail in data entry and customer interactions
  • Problem resolution
  • Complaint resolution and customer sentiment improvement
  • Booking modification and upgrade facilitation
  • Service recommendations

Work Experiences

  • Achieved issue resolution at a 17% rate.
  • Achieved a contractual extension valued at $4 per year.
  • Achieved a 74% customer retention rate.
  • Informed customers about current promotions, upgrades, and new services that were available under their current plan.
  • Assisted customers with booking modifications, upgrades, refunds, and special arrangements, implementing time-saving strategies for a 60% increase in efficiency.
  • Helped the business achieve and maintain industry-leading customer service ratings.
  • Conducted peer assessments and feedback.
  • Started the process of terminating the customer's contract upon request.
  • Aligned service updates.
  • Explained payment options and referred customers to the billing department for payment or additional billing questions.

Summaries

  • Strengths in performance reporting and team leadership backed up by Customer Service training.
  • In the framework industry, an outgoing Reservation Agent was recognized for using up-selling techniques to maximize revenue.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Dedicated to exceeding expectations and leading the team to success.
  • Expert at providing relevant information and options for resolving problems effectively.
  • In high-volume settings, a proven track record of exceeding productivity and quality targets.
  • Achieved monthly performance benchmarks consistently.
  • Excellent conflict resolution and multitasking skills.
  • Adapted to dynamic workload conditions.
  • Achieved a 68% customer retention rate.

Accomplishments

  • Monitored and tracked customer complaints, helping to identify patterns and reduce recurring booking issues by 58% through cross-departmental communication.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Responded to and resolved a 76% increase in reservation inquiries without increasing call center staff, showcasing both efficiency and scalability.
  • Maintained a 56% first-call reservation accuracy rate, resulting in faster booking confirmations and fewer follow-up inquiries from clients.
  • Consistently received positive feedback from clients for professional demeanor and problem resolution, contributing to the team's overall customer satisfaction rating of 15%.
  • Streamlined manual booking procedures, lowering error rates by 77% during peak periods and improving overall customer satisfaction.
  • Ranked in the top 27% for customer service metrics within a team of 4, achieving top performance recognition in 3 months.
  • Mitigated trip cancellations by offering relevant last-minute alternatives, reducing cancellation rates by 75% year-over-year.
  • Contributed to a 17% increase in repeat client bookings by tailoring reservation offers based on individual customer preferences.
  • Provided vital multilingual reservation support, reducing communication errors by 83% for international customers from metric.

Affiliations

  • Freemason
  • Customer Service Excellence (CSE) Certification – Completed mentorship program in 2017
  • American Customer Service Association (ACSA) – Member since 2020
  • Customer Experience Professionals Association (CXPA) – Certified in 2019
  • Airport Ground Transportation Association (AGTA) – Regular participant in customer experience forums
  • Institute of Customer Service (ICS) – Licensed Customer Service Trainer since 2018
  • International Customer Service Institute (ICSI) – Certified Customer Service Trainer
  • Call Center Network Group (CCNG)– Active participant, specializing in high volume call handling
  • Toastmasters
  • Travel Management Company Association (TMCA) – Participating Member

Certifications

  • Google Certified Professional Cloud Architect
  • Advanced Customer Service Training Certification - Cedar Works
  • Airline Booking System Certification - Sabre or Amadeus Systems
  • Microsoft Certified Systems Engineer (MCSE)
  • Virtual Customer Service Professional Certification - LinkedIn Learning
  • Certified Hospitality Professional (CHP) - procedure
  • Certified in Booking Systems for Travel and Tourism - SAP
  • Certified Sales and Service Professional (CSSP) - Beacon Labs
  • Certified Travel Counselor (CTC) – Brightline
  • Certified Hospitality Sales Professional (CHSP)

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