Assist government and military employees with emergency after hours travel reservations. Fast paced complex problem solving for over 20 government agencies. Obtained authorization from proper government officials to make travel reservations. Take an average of 70 travel escalation calls per day. Utilize Sabre Red. Maintain complete confidentiality in accordance with organizational and legal requirements. Domestic and International air, car, rail and hotel reservations. Ticket Issuance… Show more Assist government and military employees with emergency after hours travel reservations. Fast paced complex problem solving for over 20 government agencies. Obtained authorization from proper government officials to make travel reservations. Take an average of 70 travel escalation calls per day. Utilize Sabre Red. Maintain complete confidentiality in accordance with organizational and legal requirements. Domestic and International air, car, rail and hotel reservations. Ticket Issuance, invoicing, voids and refunds. Show less

Provide extraordinary customer service to customers experiencing a problemwith their travel reservations. Use excellent listening skills to resolve customerissues in a calm and caring manner. Creative problem solving to correct issuesthat are satisfactory to the customer and cost effective to the company.Utilize extensive knowledge of the travel industry to provide quick and concisesolutions to the customer. Worked with upper management to ensureappropriate changes were… Show more Provide extraordinary customer service to customers experiencing a problemwith their travel reservations. Use excellent listening skills to resolve customerissues in a calm and caring manner. Creative problem solving to correct issuesthat are satisfactory to the customer and cost effective to the company.Utilize extensive knowledge of the travel industry to provide quick and concisesolutions to the customer. Worked with upper management to ensureappropriate changes were made to improve customer satisfaction.Formulatedand enforced Service Center policies, procedures and quality assurancemeasures.Build customer loyalty by placing follow-up calls for customers andgo the extra mile to ensure issue is resolved. Show less

Opened a new store location and assisted in recruiting and training newstaff. Stocked and restocked inventory when shipments werereceived. Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts. Determined staff promotions anddemotions, and terminated employees when necessary. Maintained dailyrecord of all transactions. Wrote order supply requests to replenishmerchandise. Trained staff to deliver outstanding customer service… Show more Opened a new store location and assisted in recruiting and training newstaff. Stocked and restocked inventory when shipments werereceived. Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts. Determined staff promotions anddemotions, and terminated employees when necessary. Maintained dailyrecord of all transactions. Wrote order supply requests to replenishmerchandise. Trained staff to deliver outstanding customer service. Addressedand corrected sales staff communication issues in a tactful and effectivemanner. Worked closely with the district manager to formulate and build thestore brand. Delivered excellent customer service by greeting and assistingeach customer. Grass roots marketing to expand brand awareness.Maintained the highest producing store in the region for two years in a row. Show less

Successfully managed the activities of 25 call center Customer Service Representatives. Created and directed sales team training and developmentprograms. Created training manuals targeted at resolving even the mostdifficult customer issues. Recruited, managed and mentor an average of 100new customer service representatives per year. Developed, implemented andmonitored programs to maximize customer satisfaction. Owned teamproductivity metrics. Improved service quality and… Show more Successfully managed the activities of 25 call center Customer Service Representatives. Created and directed sales team training and developmentprograms. Created training manuals targeted at resolving even the mostdifficult customer issues. Recruited, managed and mentor an average of 100new customer service representatives per year. Developed, implemented andmonitored programs to maximize customer satisfaction. Owned teamproductivity metrics. Improved service quality and increased sales bydeveloping a strong knowledge of company's products and services. Addressednegative customer feedback immediately. Provided a high level of product andleadership support to representatives and clients. Recommended changes toexisting methods to increase the accuracy, efficiency and responsiveness ofthe customer service department. Generated and distributed daily reports andorder acknowledgments to appropriate personnel. 2005 Circle of Excellencehonoree for being in the top 3% of company for sales team revenue. Show less