Customer Experience Team Lead

• Mar 2022 - Present

Customer Support & Reservations Manager

• Dec 2015 - May 2018

• Responsible for hiring, training, managing and supporting a team of five Booking & Customer Support Agents while maintaining high customer service standards and ensuring the fulfillment of the company’s goals • Responsible for handling sensitive and/or critical customer service issues and complaints in a calm, professional manner • Organize, manage and run the daily operations of a fully functioning Call Center and step in to assist the team when necessary• Build custom travel packages for individual clients and groups• Manage monthly customer service and shipping metrics; evaluate error rates, call volumes • Responsible for overseeing several crucial financial duties, including: processing all credit card transactions and/or refunds, disputing chargebacks, managing and paying partner invoices, and processing payroll for all agency employees • Work with the CEO on identifying improvement areas and developing strategies to correct deficiencies in service• Responsible for coordinating corporate travel arrangements for the CEO and Managing Partners Show less

Booking & Customer Support Agent

• Jun 2015 - Dec 2015

• Responsible for assisting customers with all aspects of travel preparations including planning itineraries, customizing travel packages and finalizing bookings for flights, hotels, car rentals and experiences.• Utilized my excellent customer service, problem solving, and communication skills to assist with each individual customer’s questions, requests, problems and/or complaints via email, live chat and over the phone• Maintained strong client relationships and exceeded customer expectations by anticipating each individual customer’s needs and working to resolve service issues efficiently and professionally•Utilized Amadeus Computerized Reservation System and related software daily to issue/re-issue the high volume of e-tickets associated with each customer’s reservation• Worked directly with all contracted partners to handle schedule changes and irregularities as well as customer issues and requests• Processed invoices and ensured prompt handling of client payments Show less

Service and Sales Agent

• Mar 2010 - Jun 2015

• Greeted and assisted all customers in a friendly and timely manner • Issued e-tickets, assigned seating on flights, checked baggage, boarded flights and provided any other information needed • Provide post-sale support, such as changing and cancelling reservations. • Complied with all safety procedures and station policies • Assisted special needs passengers and resolved customer complaints • Communicated clearly with ground personnel and flight crews • Calmly handled situations such as cancelled and delayed flights Show less

Sales Representative

• Mar 2009 - Feb 2010

• Greeted and assisted all customers on the floor in a friendly, helpful manner • Handled all customer transactions including the purchase of products, exchanges and refunds • Responsible for managing and resolving customer complaints • Greeted and assisted all customers on the floor in a friendly, helpful manner • Handled all customer transactions including the purchase of products, exchanges and refunds • Responsible for managing and resolving customer complaints

Front Desk Receptionist

• Feb 2006 - Feb 2009

• Organized, confirmed and processed guest check-ins/ check-outs and adapted reservations for any requested changes while maintaining an inventory of vacancies, reservations and room assignments • Responsible for general daily accounting and bookkeeping including securing billing and payment from customers, balancing cash and receipts at the end of each shift, and completing cashier and closing reports for hotel management • Provided guests with room and hotel information, directions, amenities and local interests • Ran and reviewed daily reports to assess what issues needed to be communicated to hotel management staff • Assisted hotel management with the investigation and resolution of all guest complaints and claims Show less

Child Care

• Jan 2005 - Jan 2007

Caring and supervising children between the ages of 4 and 9 years of age Hands-on play with the children which would include activity participation Maintaining a clean and safe work/play environment Initiating communication with the parents upon arrival and departure Assisting children with snacks and lunch routines. Caring and supervising children between the ages of 4 and 9 years of age Hands-on play with the children which would include activity participation Maintaining a clean and safe work/play environment Initiating communication with the parents upon arrival and departure Assisting children with snacks and lunch routines.