Manager in Training with leadership experience and exceptional people skills. Versed in customer service, deescalations, and sales. Desires a challenging role as an account manager.
My main responsibility was to book tours for travel clubs. Customers would call in because they had received a letter that explained that the may have qualified for a complimentary gift such as airline tickets or a cruise. It was my job to build rapport, so that we could assure our skeptical callers that the gift and our intentions were legitimate. Next I would give an explanation as to what is required for them to receive their gift. After the customers were interested, I would check to make sure they were qualified to attend the presentations, by asking them a few questions. If the customer was qualified, the only thing left to do was to find a day or time that works for them and book the appointment.
As an inbound cruise agent, my first responsibility is to answer the phone with great customer service, meaning that i answer the phone with a tone that shows that i am not only willing, but happy to help with whatever the customer's needs are. Next i build rapport with the customer to help them relax and be comfortable with myself and the company. After that I give them a program explanation of our services, showing them my ability to help and save them money on their vacations. Once the customer is comfortable with myself and is assured that i am a professional, i begin my discovery to find the customer's needs. If they're looking to book a cruise, I begin the sales process. If the customer needs assistance with their cruise or their account, I perform everything in my power to assist the customer, while continuing to offer excellent customer service, maintaining the reputation of the company. After I am finished assisting the customer, it is my responsibility to check if the customer is qualified to be transfered to our upgrade department and if so briefly get them to hold while i bring on one of our agents, from the memberships department, to make an upgrade sale.
During my short time with the company, i have achieved a few things, starting from training. I was originally hired for a different department withing the company. One month through our 3 month training class, it was announced that another department was looking to recruit two people from our class. 10 out of the 17 people in our training, applied for the positions, I was one of the two that were chosen. After only three months in that department, my supervisor began referring to myself as one of the senior agents, that our new agents could rely on for help and questions. Shortly after that, my supervisor began to have me start training our new agents with certain new products we were receiving. Currently, within the company, i am in a Management In Training status.
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