Sandra Coco Email & Phone Number

Johns Creek, Ga

• Provide technical support and customer service to internal and external clients, determine impact and urgency and respond appropriately to ensure the quickest resolution possible while also maintaining pre-defined processes. • Initiate event bridges that result from an outage or critical issue. • Received ITIL certification in January 2013.• Received HDI Customer Service Representative certification in December 2013.

Alpharetta, Ga

• Provided Tier I technical support and customer service for the IHG Global Technology Support Help Desk project.• Supported IHG corporate and hotel staff around the world regarding procedural and technical problems related to day to day issues as well as global outages. • Was instrumental in on the job training of new employees, utilizing chat and e-mail to communicate proven best practices and troubleshooting tips.

Alpharetta, Ga

• Provided effective call management, prioritization and escalation expertise ensuring that complex customer issues were promptly addressed, documented and resolved in a timely and professional manner. • Tracked, monitored, and followed up on issues related to system-wide outages and ensured complete resolution and client satisfaction.• Worked escalated tickets from Tier I support for problem resolution for matters of greater complexity, especially those pertaining to IHGs proprietary reservation and revenue optimization systems.• Managed operations of my shift on weekends, holidays and in manager’s absence.• Reviewed call center documentation and tickets for accuracy and thoroughness.• Monitored call center activities and individual statistics using Avaya CMS Supervisor.

Alpharetta, Ga

• Promoted from Consultant to Sr. Consultant in May 1999 for delivering outstanding service. • Performed Tier I technical and procedural support for all IHG hotel brands globally.• Resolved equipment failures on PCs, credit card readers, hubs, tape drives, modems, UPSs, cables and connectors. • Worked to resolve all hardware issues on IBM and AT&T servers. • Assisted hotels and staff on complicated work station reloads and networking issues.• Diagnosed faulty operating systems, hardware devices and software procedures.• Trained and implemented new procedures for Tier I support.

Norcross, Ga

• Supervised the reservations department and assisted front desk staff.• Managed the hotel’s 246 room inventory daily, which included the 1996 Summer Olympic Games.

Atlanta, Ga

• Top producing Sales Agent in Jan and Feb 1996 for generating the highest amount of revenue sales.

Atlanta, Ga

• Provided technical assistance and support to travel agents, corporate and hotel personnel regarding rates, hotel inventory/availability, property descriptions, and rules of operation.• Researched travel agent complaints/problems, rate disputes, no show billings and rejected bookings and coordinated successful resolutions.• Learned six airline reservation systems, including Sabre, Apollo and Worldspan.

Atlanta, Ga

• Top Sales Agent for fiscal year 1992/93 for highest room night production.