contact center representative resume example with 12+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

Dedicated and focused Administration professional who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority.

  • Advanced MS Office Suite knowledge
  • Microsoft Office proficiency
  • Speaks effectively
  • Excellent communicator
  • Adaptable
  • Schedule management
  • Professional and mature

  • Results-oriented
  • Dependable
  • Creative
  • Sales background
  • Meticulous attention to detail
  • Time management
  • Dedicated team player
  • Strong problem solver


-I have a background in sales and hospitality, which has allowed me to hone my customer service skills while maintaining an eye for the bottom line.

-Promoted in 2012 from Travel Research Apprentice to Travel Counselor

-Met and exceeded annual sales goals for global leisure travel in the consumer travel network of American Express.

Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.

-Part of training team that implements new products/programs to American Express Travel and lifestyle services.

-Increased office organization by developing more efficient filing system and customer database protocols.

11/2012 to Current Contact Center Representative First Commerce Credit Union | Adel, GA,
  • My primary duty is to assist clients in booking their hotel accommodation for major city wide events throughout Canada and the US. I do this by answering a high volume of calls to ensure that clients are helped in a timely manner.
  • I work with my team to ensure that we have the correct information for each event.
  • Additionally, I support the housing and registration teams in creating/inputting rooming lists.
  • As a team player, I make copies, send faxes and handle all incoming and outgoing correspondence.
01/2012 to Current Travel Counselor Epic | Verona, WI,
  • I specialize in the luxury market for global leisure travel.
  • I work with new/existing clients and American Express card members to confirm travel arrangements.
  • I book all facets of travel including but not limited to hotels, airfare, cars, trains, tours/excursions and transfers.
  • I create custom itineraries
  • I am well trained and knowledgeable of American Express preferred programs (Fine Hotels and Resorts, International Airline Program, Gold Hotel Collection, etc...) and use these to secure brand loyalty with my clients.
  • I have consistently met my monthly sales goal, and I am on track to exceed my annual goal.
  • I have a proven track record of closing sales and securing repeat business.
  • My passion is building new relationships with our preferred tour operators, vendors, hoteliers and clients.
  • I regularly attend trainings, site inspections, webinars and conference calls with the goal of remaining current on all product knowledge and travel industry news.
  • As a corporate travel counselor, I remain compliant on all policies and procedures of American Express.
  • I meet and exceed my clients expectations and I have a refer to a friend score of 90%. This requires impeccable customer service, attention to detail, and effortless travel assistance.
  • I follow up with all clients in a timely manner and meet all imposed deadlines.
  • I'm responsible for processing commission checks for my office and completing open payables/receivables reports.
  • I also do daily clerical work such as filing, faxing, copying and making international calls.
  • I am an expert in using the SABRE booking system, as it is our primary booking engine.
06/2011 to 01/2012 Night Auditor Fisher Island Club | Miami Beach, FL,
  • I was responsible for processing all close of business reports (Audit) as well as managing the hotel during the hours of 11pm to 7am..
  • I used Opera property management system to do the end of day procedures and well as check guests in/out.
  • I settled the credit cards for the day in Protobase.
  • I also responded efficiently to all overnight challenges.
  • Performed bookkeeping activities, such as balancing accounts and conducting nightly audits.
  • Contacted housekeeping or maintenance staff when guests reported problems.
  • I provided transportation information for early departures
  • Ensured that guest folio's were pre-printed and accurate.
  • I rose to all challenges and ensured that all guests are well taken care of during my shift.
  • I reported directly to the front desk and general manager.
  • I effectively used pera property management system.
03/2011 to 01/2012 Front Desk Agent Wyndham Worldwide | Tallahassee, FL,
  • My primary responsibility as a front desk agent was to ensure that guests were checked in/out with accuracy, great service and hospitality.
  • I worked directly with the Front office Manager to ensure that all guests' needs were met.
  • A major part of my job was the technical aspect of the check in/out process, which required paying close attention to details.
  • I insured that guests billing profile and/or group information was correct and followed the guidelines of the sales team.
  • As a front desk agent it was also vital (and part of our AAA standards) to highlight the amenities of the hotel and local information.
  • Issued room keys and escort instructions to bellhops.
  • I worked with my team to make the front desk a very efficient, successful and integral part of our hotel.
  • Recorded guest comments or complaints, referring customers to managers as necessary.
  • I worked with Maestro property management system.
2007 to 02/2009 Front Desk Clerk Hyatt Hotels Corp. | Charlotte, NC,
  • I greeted the guest upon arrival and checked them in.
  • I highlighted the amenities of the hotel and answered any questions that the guest had.
  • I became highly skilled in using the Fosse property management system.
  • I responded to guests requests in a timely manner and provided information regarding our hotel's amenities
  • A large portion of our business was corporate travelers; therefore I loaded corporate rates into the system, and ensured proper amenities for each guest.
  • I used excellent customer service skills to provide the guest with a unique experience while at our property.
  • Kept records of room availability and guests' accounts, manually or using computers.Assisted guests with any special requests during their visits.
Expected in 2007 to to High School Diploma | Allen High School, Allen, Tx GPA:

3.8 GPA

Coursework in general studies

Expected in to to Some College Coursework Complete | Business Administration Dallas County Community College-El Centro Campus, Dallas, tx GPA:

Coursework in Business Administration

  • Sales Software: Sabre Holdings, Saturn Smart Res
  • Property Management Systems: Fosse, Maestro, Opera, Passkey

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Resume Overview

School Attended

  • Allen High School
  • Dallas County Community College-El Centro Campus

Job Titles Held:

  • Contact Center Representative
  • Travel Counselor
  • Night Auditor
  • Front Desk Agent
  • Front Desk Clerk


  • High School Diploma
  • Some College Coursework Complete

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