Amy Gerfen Email & Phone Number

Rexford, MT, US

Eureka, Montana, United States

Transaction Coordinator, Marketing and Licensed Salesperson, REALTOR

Tucson, Arizona, United States

Supported established Agents by:Holding Open HousesShowing homes to BuyersMeeting Inspectors and Vendors Closed one Transaction in August 2021

Sterling, AK

• Owner and Property Manager of Vacation Lodge and Cabin on the Kenai River in Alaska.
• Marketing/Advertising – created greatlandlodge.com website and vrbo.com/504401 listing
• Designed logo and printed advertising materials
• Responsible for all guest communication: Responding to booking inquiries within 24 hours, creating invoices, managing reservations, collecting payments, sending receipts, researching answers to customer questions.
• Provide referral service for guests booking fishing/adventure/sightseeing trips
• Track sales revenue, calculate sales tax and file quarterly report to borough

Tucson, Arizona Area

TurboTax Operations Team

Tucson, Arizona

In the Operations Analyst role, I executed a wide-range of operational, analytical, technical, investigative and strategic responsibilities in support of real-time contact center operations and to ensure our staff had the tools needed to run the business available to them. Primarily focused on “Winning the Day” operational oversight. Including real-time.

Tucson, Arizona Area

Primary focus on identifying Phone Specialist actions which do not create an awesome customer experience. Assisted in defining and refining "Outlier Processes" that identified handle time, dropped call, non-talk time and transfer patterns that resulted in a negative customer experience.Developed Quickbase reports and utilized those to support customer.

Kent, WA

• Oversee daily staff planning and call center operations
• Coach agents on attendance and performance
• Oversee Lead and Trainer teams (individual and group development)
• Launched quality assurance program
• Drove the expansion of the Home Agent program and migration to a VDI environment.
• Wrote business cases for implementation of eWorkforce and an off-site vendor hosted Genesys routing platform

Business owner of vendor relationships/contracts covering the distribution of air inventory through electronic channels and the placement of travel products on alaskaair.com website.Departed due to an overseas move. See volunteer roles below.

Greater Seattle Area

Lead team responsible for overseeing workforce planning & scheduling for long term, short term and real time horizons. Oversight of team of 8, who supported telephony equipment, systems and routing including hosted ACD vendor routing and ATT carrier routing. Oversaw acquisition, implementation and maintenance of technology products/systems/websites for.

Phoenix, Arizona Area

Coached/mentored team of 20 direct leadership employees and 400+ Reservations agents. Responsible for all site administration and operation. Communicated regularly with other Reservations office Managers to ensure the consistent application and development of Reservations policies and procedures across all sites. Lead team through an involuntary reduction.

Phoenix, Arizona Area

Oversaw real-time operation of the Call Center. Supported software programs and procedures that tracked staff levels and measured productivity. Developed, administered and implemented shift bids that positioned schedules to handle forecasted call volumes.

Phoenix, Arizona Area

Coached 100 team members on ways to improve productivity, attendance and job satisfaction. Planned/executed/tracked employee incentive and appreciation programs and events. Applied regulations cited in Employee Code of Conduct and as outlined in the Union contract when necessary.

Phoenix, Arizona

• Assisted customers with creating travel plans
• Found creative ways to resolve passenger concerns or issues through active listening skills & positive presentation of alternative options
• Proficient on SABRE and IMAGE
• Thorough knowledge of industry standards and practices
• Prepared release documentation, including functional specifications and training material for new releases of the IMAGE program
• Oversaw Training of 350 agents to use the IMAGE front-end system

Toledo, Ohio

Responsible for matching air and hotel offers with business client budget and location needs. Assisted travelers with alternative arrangements when plans were changed or cancelled. Proficient on Apollo GDS.

Perrysburg, Ohio

90 Hour Arizona Real Estate Education, Real Estate And Property Management

Completed pre-licensure training requirements. Passed school and state exams. Licensed by Arizona Department of Real Estate as a Sales.

Associate In Applied Science, Computer Information Systems, Cum. Gpa 3.859

Graduated Magna Cum Laude

Certificate, Travel And Tourism, Completed

Learned aspects of airline and travel agency operations, including automated GDS systems, reservations, ticketing, airport procedures and.

70 Hour Pre-License Training, Real Estate, Pass