Paul Pagan Email & Phone Number

Ohio, United States

• Support all Customer Care Frontline Agents to resolve all Client direct & Travel Agents inquiries across all our collection of brands under ALG umbrella. Advise agents how to utilize the latest sales techniques to upsell products and services to enhance clients’ overall travel experience.• Educate & direct all Frontline Agents the use of all necessary tools to meet all our customer needs, keep travel business in sync with all updated materials & company procedures to lead our team up for success. Proactively investigate and resolve all customer issues adapting to individual circumstances & assuring that customer needs are met in a timely manner consistent. Maximize revenue by proactively building and managing key customer relationships, and mastering the use of RezAgent booking system.• Accepted supervisor escalations, defused volatile client situations calmly & courteously, accurately documented, research cause & resolved customer service issues necessary by providing follow-up calls for customer who reported issues to ensure our customer loyalty & services. • Divide/Modify/Cancel Airline ticket reservations directly through GDS (Worldspan/Software) for all active major airline carriers such as American, United, Delta, JetBlue, Etc.• Forwarding Credit Card payments over to our Accounting Department, confirmed Airline Refund Portions by using TANDEM.• Work along daily with all active supervisors, different departments utilizing MS Teams in order to work together.• Report any company losses or agent errors over to supervisors for future coaching opportunities, report system and product disruptions to our Trisept Solutions team for quick resolution.

Orlando, Florida, United States

• Accepted inbound customer direct bookings via phone, processed payments accurately, submit refund requests, issue electronic documents, offered travel options/upgrades in order to increase vacation value to customer experience. Navigated through multiple systems including: Rez Agent, MS Office, internet & other proprietary systems. • Provided highest level of support to all Travel Agents with complex bookings, modifications, cancellations, implemented VAX navigational instructions and secured brand loyalty with all my clients.• Combined efforts with multiple departments via voice, email or chat concisely in order to resolve various complex problems, escalated system/product issues, resolved technical errors independently & focused on problem resolution without losing focus to detail.

Orlando, Florida Area

• Accepted inbound/outbound calls to assist all our clients in all our HT360 products in trouble shooting, technical issues, product training, report assistance by providing excellent customer service daily.• Worked directly with CEOs, Hotel Managements, Director of Sales, Hotel general managers & owners on how to grant individuals at their property EMC access in order to retrieve property rate reports from their active online paid subscriptions.• Handled cases diligently, insert new data into our systems: by using Sales Force / Insite / Order Manager / Apex / Lanyon systems• Assisted Triage team to direct cases to all correct departments for assistance. Worked along with sales account managers to provide loyalty & outstanding customer service.

Orlando, Florida Area

• Primary POC - For tracking orders & collections by using Siebel/SAP/LEAN systems or any provided assistance from our Logistics Dept. Processed Rejected loads, created replacements, track and provided current ETA updates in order to provide excellent customer service. Outbound projects included.• Portfolio Plus Adoption - Trained customers in Orders/Collections, Outbound reporting, pull In/Outbound reports, view due invoices, reversals, view stock balances, etc.• Processed Credit requests – Initiated, research, prepare, and follow through on requests for credits for customers. • Invoice Issues & Resolution – Trained customers on how to read an invoice. Answer all questions and research, resolve any invoice issues and implemented cost savings solutions.• First Call Resolution – Strived to resolve problems in new innovative ways to ensure customer excellence by listening, improving, and delivering on our customer real needs. See all calls through to resolution using resources, job aids and outside the box thinking to provide the best customer experience. Researched and recommended solutions for customers.

Orlando, Florida Area

• Managed inbound/outbound calls from new and current residential customers on installation, conversions, billing payments; escalated calls issue resolution, credit verification, or changes to existing telephone services.• Trained new staff members with product knowledge and sale techniques. Directed call traffic to correct departments, interacted with customers via telephone, email, text chat, mail and fax.• Provided detailed product information to solve customers' phone needs on every call. Investigated and resolved inquiries, disputes and complaints regarding customer service. Utilized multiple computer systems to initiate, track, resolve and document customer service needs.

Orlando, Florida Area

• Responsible for store’s vault, supervised tellers’ drawers, verified cash shortages were within store’s limits in regards to all check-cashing, prepared store’s cash order/Brinks deposits and monitored inventory.• Orient, trained, supervised, and delegated tasks for new hires in check cashing & risk analysis, marketing all services through cross selling & solicitation. Assisted Customers with check cashing, money orders, in/out WU money transfers, bill payments, payday advances with extensive customer service. • Provided daily reports to include: cash levels, post dated checks, customer loans, weekly payroll reports to HR, ensured returns, verification and balancing of all transactions at end of day. Motivated employees to achieve personal goals and to consistently meet expected quotas

Queens, Ny

• In charge of daily ATM replenishment of funds; commenced opening/closing security procedures in order to maintain a safe working environment; protected company assets and our employees.• Inform customers of bank products, refer public to designated personnel, provide account status data, prepared money orders, cashier's checks and cash advances. Processed various account transactions, reconcile and deposit daily funds from personal to large-scale commercial accounts

Education record

Telecommunications Technology/Technician