Connie Goode Email and Phone Number

Position is responsible for answering and servicing telephone calls according to department quality assurance and customer service guidelines. Creating and servicing reservations in a manner that maximizes revenue and meets or exceeds caller expectations and satisfaction with Norwegian. Provide the highest level of personalized, first contact resolution service to travel partners and tour operator agencies. Solve problems independently based on training and offer resolution to reservation issues by following the empowerment grid while using sound judgment and with consideration for unique business relationships for assigned travel partner agencies or tour partner agencies.

• Design customized proposals and contract for inbound and outbound inquiries from potential middle school and high school groups interested in competition, performance, workshops and senior class trips in the domestic USA.• Design customized itineraries for proposed destination.

• Serviced inbound calls from potential customers as well as our owners.• Finalized travel packages by researching, reviewing, and confirming accommodations through Wyndham Vacation Ownerships central reservation system.• Responsible for maintaining high-level customer satisfaction.• Addressed any escalated customer service issues that may have developed.• Assisted in delivering arrivals, increasing revenue for the department as well as working as a team member to guarantee tour volume for the resorts.

• Faneuil employee vacation processing Atlantic City (Egg Harbor and Pleasantville) Toll Plazas in Jersey.• Responsible for scheduling of permanent, part time employees for Atlantic City (Egg Harbor and Pleasantville) Toll Plazas in Jersey.• Responsible for incoming and outgoing calls pertaining to shift assignments and/or callouts from toll collectors or supervisor for the “Florida, Jersey, and the Dulles Toll Roads.”• Provide customer support for Business unit partners (i.e. Regional Support Manager and Human Resource Generalists in their affiliated region.)• Open Shift Report to ensure that the succeeding service center staff is aware of any urgent shift coverage required for the current day, upon assignment.• Create and record cases to accurately document verbal communication interaction.• MWAA (Metropolitan Washington Airports Authority) operator assistance for Dulles International and Reagan National Airport to replace Sandy Springs, Georgia Response Center responsibilities.• Retrieval of incoming calls and customer support through an online Linq3 portal for the “Minnesota, Missouri, North Carolina, Pennsylvania, and California State Lottery’s.”• Previous experience for the Sandy Springs, Georgia Response Center which involved responsibility of all aspects of the cities safety departments and utilities.• Previous experience processing CTTDR (Comprehensive Tour Transaction Detail Report) to correct any inaccurate time punches created by Faneuil Employees.• Previous experience Auditing Vacation Specialist’s process of each employee’s vacation time to ensure accurate documentation and system input to avoid possible missed shifts and correct payment to the toll Faneuil employees.• Proper use of Computer systems which include Microsoft Word, Microsoft Excel, Microsoft Outlook, Contactual (virtual contact center), Vision (schedule tracking, regional and plaza specific for toll collectors and/or supervisors.)

Clerical/Technical duties to include:Accurately label, verify, and ship/receive blood and blood components, Maintain proper storage of blood and blood components, Schedule pickups and deliveries not covered by FBS courier system Perform irradiation procedures, Accept blood samples and records, Inventory Blood and Component supply, Dispose of unusable components, or tubes, Recognize clerical and technical inconsistencies, solving routine clerical problems, Recognize inconsistencies in components and malfunctioning equipment, Perform quality control on water baths, refrigerators, freezers, platelet incubators, ambient air temperature monitoring devices, blood centrifuges, scales, and miscellaneous lab equipment.IDC Lab Process to include:Centrifuge whole blood for component preparation, Fresh Frozen Plasma, Cryo Poor Plasma, and recovered plasma, Cryoprecipitate, Platelets, Thaw frozen components, Pool Cryoprecipitate, Divide components, Irradiate components, Use of sterile connecting device. Individualy responsible for Centrifuge and printer maintenance as well as weekly clean bench sterilization.Miscellaneous duties to include:Proper use of on-line procedures manuals, Recognize and be alert to all safety policies and procedures, Proper use of telephone, Clean and maintain equipment and work area, Actively participate in departmental continuing education programs, Proper use of computer system, Proper use of Bio-hazardous Waste Program, Maintain confidentiality of Blood Bank records

• Analyzed group contracts and created group market codes in PMS and Marriott’s reservation systems (Marsha.)• Team player with Event Managers and group clients in the execution of excellent events on a daily basis.• Created reservations in the Marsha reservation system manually or via Marriott E-list system.• Accountable for monitoring group blocks in Marsha.• Participated in Pre-convention and Pre-planning meetings upon group request.• Corresponded and executed group housing with clients through Microsoft outlook, fax, and phone systems.• Transmitted room confirmation reports to clients.• Actualized and administered group pickup reports.• Administered and distributed daily bill review reports for event managers.• Researched documentation for audited billing.• Processed adjustments and charges to group billing accounts.

• Global Procurement system team member involved in the implementation of Oracle domestically. This included integration, testing, and presentation to inform Global Procurement of impending changes.• Global Procurement system team member involved in the implementation of Canada Oracle which involved integration and testing.• Supported all purchasing systems (Enterprise Purchasing and Payables System [EPPS], Contract Management Systems [CMS], etc.) for the Orlando facility.• Involved in the execution of an I-Supplier portal program.• Involved in the Implementation of Lotus Notes CMS Contract System for Agere Systems.• Managed EPPS Data Entry Support System for Orlando facility.• Provided customer support for Business unit partners.• Created and generated needed Global Procurement metric reports, as required.• Supervised temporary workers.

• Led a team of administrative assistants to oversee the sales department of over 800 persons throughout Europe.• Became the company’s first female presenter of vacation packages through a Timeshare system. Obtained the title “number one presenter in the company.”• Surpassed all of the previous records set by the company in a single office.

• Maintained office supply inventory.• Responsible for Accounts Receivables record keeping.• Customized special travel package quotes and contracts for incoming high school participants of the “All American Music Festival.”• Organized itineraries for my personal contracted clients.• Prepared the Schedule of Events for band, choir, and orchestra’s traveling from the United States and Canada for local competitions.