Seasoned customer service specialist with background in providing advice on diverse customer situations.Results-oriented with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
I've managed on average approximately 35 reservation sales agents in all aspects of their responsibilities. Developed training methods and held training classes for all sales agents on a monthly basis. Conducted rap sessions to keep open communications as well as accepted suggestions form agents for improvement. I monitored and made payroll or time clock adjustments when necessary. I maintained high standards in the department as I was awarded Reservation Sales Agents of the year Southwest Region 3 years in row. By earning the most perfect shops each year.
Part of my current responsibilities include resolution of complaints received from travel agents, OTA's, wholesalers and hotels regarding billing disputes, content or availability errors. I research the issue in MARSHA, EPIC, OSCAR, HPP, GDS and OTA and wholesale websites to identify then correct or make suggestions to resolve the matter
I have developed the current processes for training new associates to the desk. I also created and maintain operation procedures for both Dynamic Wholesale programs and Travelocity.
I developed the operating procedures for identifying the cause of a system outage on the Airline desk. Including step by step instructions of what to check, who to contact. how often to follow up and how to properly report the problem. I even have an email template for reporting the outage and ensure all steps are followed.
I provide back up to the GDS desk with many responsibilities including creating internet cluster codes as requested by the hotels. I review the company is legitimate by reviewing the companies website. Then we check in MARSHA to ensure this company does not have an existing cluster code or is a part of a larger company with a cluster code. I assign a new cluster code and verify the new cluster code is not already in use.
1996 Reservation Sales Agent of the Year Southwest Region
1997 Reservation Sales Agent of the Year Southwest Region
1998 Reservation Sales Agent of the Year Southwest Region
1998 MCRB Approved
2003 Support Associate of the Year - Reservation Systems
Resolve customer complaints and concerns with strong verbal and negotiation skills on a daily basis through phone calls and emails. Displayed courtesy and strong interpersonal skills with all customer interactions by assisting travel agents and hotels resolve billing issues or reservation disputes. Built and maintained successful relationships with travel agents or hotel representatives when they ask for me personally to assist with their concerns.Researched issues on various computer systems such as Sabre, Apollo, Amadeus and Worldspan as well as MARSHA, OSCAR, DMS, EAP, EPIC databases to resolve complaints and answer inquiries.Referred difficult issues to upper management while maintaining positive rapport with customer.Informed customers about issue resolution progress.Supported customers having data connectivity issues.Provided thorough support and problem resolution for customers.Eliminated outdated records by auditing excel spreadsheets and word documents I created and maintain. Created monthly reports for records, closed terminated records and completed audits.Updated departmental standard operating procedures and database to accurately reflect the current practices as we migrated away from a paper system to electronic records. Such as the current method used to record working issues, and the period end statistical tracking record. Identified and resolved system and account issues.
Worked with new OTA's Travelocity and Expedia as they partnered with Marriott then developed the rudimentary spreadsheets to record enrollment and report to the OTA's on a weekly basis. Resolve customer service related disputes between both OTA and hotels. Currently I maintain enrollment spreadsheet for Travelocity recording hotels participating in their merchant or bundled programs. I maintain enrollment and content for the Dynamic Wholesale Program. Reporting hotel information, rate codes, room descriptions, tax and extra person charges, hotel coordinates and airport distances on a monthly basis. I am also the point of contact for any billing disputes and content issues.
Trained new employees and explained protocols clearly and efficiently. Since I joined the team, 3 additional persons have been hired. I have been responsible for training and mentoring each of them individually. Including learning new processes and training other associates on the desk. I developed the training materials to aid with future new associates.
Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified time frames. Addressed customer service inquiries in a timely and accurate fashion.
Successfully managed the activities of 35 team members. Interviewed, hired and trained new reservation sales agents. Monitored new agent CBT training, Recruited, managed and mentored an average of 5 new customer service representatives per year. I made payroll and time clock corrections on a weekly basis when agents missed a punch or forgot to fill out proper paperwork for PTO. Developed, implemented and monitored employee recognition programs. Effectively communicated with team members to maintain clearly defined expectations. Conducted several MARSHA training courses for new hotel front desk associates at DENSO, DENTC, DENDT, DENWE, the Vail Reservations office and Crested Butte Reservations office. I was responsible for resolving the most difficult customer issues. Addressing negative customer feedback immediately.
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