LiveCareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Experienced Online Travel Technology Consultant with 9 years of experience in the Travel Industry. Technical online engineering skills. Excellent reputation for resolving problems and providing outstanding customer service. Hardworking and diligent team player with a thorough approach to solving problems. Assesses risks, troubleshoots problems and conducts tests. Excellent communication and planning abilities. Adept at completing projects with minimal supervision. Skilled at managing multiple, concurrent projects with competing priorities. Motivated to learn, grow and excel in any position held.

Skills
  • Skilled in Concur Travel
  • Proficient in Microsoft Office (Word, Excel, Outlook and Teams)
  • Skilled in Citrix Service Desk and GoToMeeting
  • Apollo and Sabre GDS experience
  • Online Travel specialist
  • Import/Export Data
  • Identifying errors
  • Compiling data
  • Error Detection
  • Data Processing
  • Project coordination
  • Testing procedures
  • Technical Support
  • Administrative support
  • Inbound and Outbound Calling
  • Service standard compliance
  • Professional telephone demeanor
  • Client Needs Assessment
  • Customer Complaint Resolution
  • Product Knowledge
  • Creative problem solving
  • Workflow planning
  • Policy and procedure modification
  • Mentoring and training
  • Analytical skills
  • Verbal and written communication
  • Customer Relationship-Building
  • Industry best practices
  • Troubleshooting
  • Multitasking abilities
  • Independent worker
  • Compassion
  • Maintains confidentiality
  • Good listening skills
  • Quick learner and problem solving ability
  • Willingness to learn new things
Education
Pottstown Senior High School Pottstown, PA Expected in GED : - GPA :
TLC Institute For Certified Nursing Assistance Phoenixville, PA, Expected in 06/2004 : Nursing Assistance - GPA :
Work History
Encompass Health - Online Technology/HR Feed Data Consultant
Arlington, TX, 06/2014 - 11/2020
  • Technical support for new and existing Concur Travel and Deem configurations including unique set ups such as multiple forms of payment, government contractors, reporting fields, and data mapping.
  • SME for HR Data Feed/Employee Imports to Concur Travel including all new and existing implementations.
  • Import/export data files and complete new/existing user uploads.
  • Reduced HR Feed process inconsistencies and effectively trained team members on best practices and protocols.
  • Troubleshoot and resolve Citrix Service Desk tickets pertaining to all online issues, errors, and updates.
  • Handle escalated support issues including but not limited to configuration changes, approval processes, HR Data Feeds, Single Sign-On, general Concur Expense questions, and reporting.
  • Recommended data standardization and usage for protection of data integrity.
  • Collaborated with customers concerning data exchange and technology integration.
  • Correct data errors to prevent later issues such as duplication or data degradation.
  • Promoted available products and services to customers and internal account management.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel needs.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure business.
  • Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
  • Complied with company standards while preparing internal, informal and official documentation such as SOPs and SOWs.
  • Added/Updated personal information, special requests and reward program information into online booking tool profiles.
  • Worked closely with software development, quality control, and testing team members to design and develop solutions to meet client requirements for functionality and performance.
  • Consulted with internal and external clients to assess travel requirements, document needs and discuss options.
  • Asked open-ended questions to better ascertain client needs and determine best travel offerings.
  • Increased customer satisfaction by resolving travel booking tool functionality, employee import and profile data issues.
  • Managed large projects as requested.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Created spreadsheets using Microsoft Excel for weekly and monthly reporting.
  • Identified issues, analyzed information and provided solutions to problems.
  • Collaborated with product management to design, build and test systems.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Carried out day-day-day duties accurately and efficiently.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
World Travel Inc. - Online Tier 1 Customer Support
City, STATE, 01/2014 - 06/2014
  • Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online transactions.
  • Answered live online chats to give quick answers and solve problems faster.
  • Assisted clients with the online travel booking process, including but not limited to password resets, flight searches, travel policy compliance and procedures, and profile updates.
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
  • Troubleshot and resolved online booking issues and concerns to promote seamless travel booking process for customers.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Effective liaison between customers and internal departments.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Cross-trained and backed up other customer support representatives.
  • Entered customer interaction details in to track requests, document problems and record solutions offered.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Perform simple data file uploads
World Travel Inc. - Online Reservation Assistant
City, STATE, 11/2011 - 12/2013
  • Utilized Apollo and Sabre GDS reservation systems to review/update online booking transactions and issue tickets manually.
  • Identified issues and missing required information
  • Perform manual ticket exchanges and build pricing records
  • Contact travelers via phone and/or email for necessary information
  • Contact vendors on behalf of travelers.
  • Assist with 3rd party credit card authorizations and airline waivers.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.
  • Resolved problems, improved operations and provided exceptional service.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
Genesis HealthCare - Certified Nursing Assistant
City, STATE, 05/2006 - 10/2011
  • Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
  • Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
  • Assisted patients with mobility needs, including moving to and from beds, organizing wheelchairs and preparing assistive devices.
  • Participated in fun activities with patients to boost mood, improve overall memory and provide light entertainment.
  • Checked patient vitals such as temperature, blood pressure and blood sugar to stay on top of symptoms and keep nurses informed of changes.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
  • Helped patients effectively manage routine bathing, grooming and other hygiene needs.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Complied with all company-specific guidelines and performed hands-on nursing care to patients.
  • Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.

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Resume Overview

School Attended

  • Pottstown Senior High School
  • TLC Institute For Certified Nursing Assistance

Job Titles Held:

  • Online Technology/HR Feed Data Consultant
  • Online Tier 1 Customer Support
  • Online Reservation Assistant
  • Certified Nursing Assistant

Degrees

  • GED

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