Melody Durham Email & Phone Number

Wilmington, Massachussetts

•In sales, answered inbound calls from clients seeking to price, book, and go on cruise vacations. Using industry booking engine, was able to price preferred cabins for desired destinations, dates desired, and search for discounts based on residency, age, social/military service affiliation, and past cruise client status. Took credit card payments, and arranged for airfare to and from the port of departure. Close call with legally required scripting, and offered further assistance. Notated booking of any information that would be needed to be known by future agents servicing the reservation.•In customer care, answered inbound calls from clients seeking to change, add to, or cancel their cruise bookings. Actively sought to save the booking even if it meant a change of date, stateroom, or cruise destination. Processed refunds, applied future cruise credits to booking when client was beyond date of an allowed cash refund and attached onboard credits to the booking when promotions called for it and client met all criteria to receive the credits. Customer Care Associates were given the power to override certain rules with permission of cruise line. Communicated with cruise lines: passengers' special requests, celebrations, and special needs. After-call wrap-up, booking was heavily notated for quality assurance and customer care associates future reference.

Green Mountain Falls, Co

•Assisted business owner with ARC ticketing, tracking of daily and monthly sales using P.O.S. (point of sales) records and Microsoft Excel spreadsheets. Greeted incoming clients, made coffee, set up of new company computers, made bank deposits, answered phones, and replied/sent e-mails to clients updating them of any changes or updates to their bookings.

Colorado Springs, Colorado Area

•Answered inbound calls from clients seeking to book airfare, car rentals, and hotel stays; seeking out the lowest price on available airfare based on clients desired dates of travel, the number of passengers in the booking and if they prefer to leave from particular airport locations or if they could leave from alternate airports. Up-sold car rentals and hotel stays.

G.E.D.

Communications

Certificate, Remote Call Center Agent, Completion