· Provide exemplary customer service to corporate clients· Create itineraries for travelers through point-of-sale system· Provide packages of all-inclusive travel (Flight, Hotel, Vehicle, etc.)· Building Excel reports for travel related Waiver Codes for multiple airline companies· Managed escalated calls as liaison between high-profile clients, hoteliers, airlines, and car rental companies

· Responsible for taking escalated calls from customers to either fix errors made by agents, vendors or customers.· Problem solve and resolve all issues that are presented in the most efficient and timely manner possible.· Communicate with multiple vendors such as hotel chains and all major airlines to find an outcome that will satisfy our customers.· Use Voyager Tools to provide the best and smoothest experience for our customers

· As a Lead Agent I was to ensure employees questions were answered as quickly and thoroughly as possible to meet the quality standards for their current call.· Kept up-to-date on new and improved rules and regulations provided to us by the airline.· Offered advice to struggling agents or provided feedback to agents that needed to be coached in a certain area.· Providing customer service to those that opted to choose our “Chat with a Team Member” option on our website.· Answered any questions or concerns about current, prior, or future travel for Flights, Car rentals, and/or Hotel reservations.· Provided assistance with customer situations to the best of my ability by offering them our guidelines or regulations to certain areas.· Referred customers to the correct department or location to handle the issue they were experiencing.

· Performed a multitude of opening and closing procedures each morning/evening.· Ensure daily, weekly and monthly sales goals were in place and met.· Training and coaching new hire employees.· Traveling outside my home store to assist nearby stores in leadership roles· Merchandising and maintaining plan-o-grams per corporate standards· Assisting customers to ensure their every need was met and their experience was enjoyable.· I processed the freight truck by inking, ticketing and getting all freight to the floor as quickly as possible so that all merchandise could be visible.· Helping with audits, floors count, transfers and display standards were met each and everyday was a huge part of my responsibility at Shoe Sensation.

· Upholding/closing standards, handling strong customer service including but not limited to ensuring high customer satisfaction.· Head of store operations such as filing important paperwork such as EDIs and new hire employment information.· Introducing new sale ads and promoting sales on the floor daily. Tracking sales hourly and making proper promotion announcements.· Safety; adding security to the store by running checks through each isle to assume no safety hazards are available to customer.· Running monthly fire/accident reports onentire site, checking all safety gear such as fire extinguishers, fixtures and end cap bases.