Hardworking, knowledgeable, experienced and amicable customer service team member. Well-versed in addressing diverse customer concerns and has additional background as a counselor. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities. Well versed in applying strong communication, and problem-solving skills in a polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information. 15 years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions.
Spearheaded customer support services in high volume, inbound call center environment. Administered guest bookings for recreational activities, tours, dining reservations, theme park tickets, and other guest experiences.
Delivered 24/7 customer service in intense setting, planning Appalachian Trail vacations for people and answering hiker's questions from around the world. Managed daily facility operations, including sales, inventory, supervision, and assignment delegation for staff. Counseled and educated hikers on hiking the Appalachian Trail, unique approaches to vacation planning, and new experiences. Coordinated closely with local and federal authorities to assist missing persons investigations and search and rescue operations.
Administered satellite call center operations, planning Appalachian Trail vacations for people from around the world. Fielded questions from hikers and educated them on unique vacation planning. Supervised construction, launched grand opening and established vendors for unique and exclusive establishment. Oversaw personnel recruitment, performance, and scheduling. Coached new team members on job tasks and performance strategies.
Oversaw and implemented sales and marketing for one of the largest guided backpacking tour companies in SE U.S. and Appalachian National Scenic Trail. Collaborated with stakeholders to plan unique and exciting backpacking vacation itineraries. Hired and mentored all new employees while demonstrating best methods for excellent customer service and itinerary planning. Oversaw inventory sales contracts to keep records current and compliant. Managed canvassing strategies to generate appointments for outside sale team. Comforted and reassured clients during stressful events.
Additional experience as a Mental Health Counselor and as a Film / Video Producer, Director, Cinematographer and Editor available upon request.
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