reservation agent resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

  • Telephone reception
  • Upselling proficiency
  • Customer reservations
  • Phone etiquette
  • Schedule maintenance
  • MS Office
  • Team management
  • Work ethic
  • People skills
  • Reliable and trustworthy
  • Organization
  • First Aid/CPR
  • Production monitoring
  • Quality control
  • Client support
  • Call Center Operations
  • Safety
  • Team Supervision
  • Issue resolution
  • Training
  • Experience in leadership
  • Inbound and Outbound Calling
  • Customer Support
  • Safety regulations
  • Problem Resolution
  • Customer Service
  • Software troubleshooting
  • Report generation
  • Credit card payment processing
  • Report creation
  • Microsoft Office expertise
  • Problem-solving abilities
  • Schedule mastery
  • High-energy attitude
  • Customer relations
  • Clerical support
Reservation Agent, 10/2021 - Current
Troon Golf, L.L.C. Reno, NV,
  • Assisted customers via phone by providing confirmations, answering questions and offering general information.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Researched and resolved customer issues.
  • Product knowledge of the Texas State Park Pass and Gift Cards
  • Relayed information on availability, pricing and discounts to customers.
  • Verified guest information and payment options ensuring accuracy and completeness.
  • Suggested amenities suited to clients' needs.
  • Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
  • Kept accurate knowledge of types of rooms, cabins, screen shelter and campsites available at various locations.
  • Facilitated customer reservations by providing booking information and processing payments.
  • Made reservations for customers and accurately entered personal information into computer system.
  • Processed cancellations and issued refunds according to company policies.
  • Communicated with customers regarding concerns, inquiries and complaints.
  • Maintained customer loyalty by quickly resolving complaints and service issues.
  • Took credit card payments over phone and in person.
  • Converted calls to reservations by leveraging knowledge of amenities and services to help customers select optimum rooms.
  • Answered questions about resort facilities and local attractions to help customers make favorable choices.
  • Served as point-of-contact for customer complaints and questions, providing speedy and effective resolution.
  • Exceeded targets consistently for performance, service quality and raw reservation numbers.
  • Managed rooms effectively based on complete and current knowledge of availability and rates.
Team Lead, 04/2016 - 10/2021
Sitel Albuquerque, NM,
  • Delegated daily tasks to team members to optimize group productivity.
  • Monitored team progress and enforced deadlines.
  • Void and Renew Texas State Park Pass.
  • Search and track Gift Card Sales
  • Fostered positive employee relationships through communication, training and development coaching.
  • Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
  • Integrated process improvements to increase overall workflow.
  • Documented production levels, materials used and special incidents to keep management informed of daily activities.
  • Developed and monitored weekly staff schedules.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Rotated through series of different stations based on team needs.
  • Offered constructive criticism regarding quality assurance on team phone calls.
  • Followed staffing strategies to achieve production goals.
  • Quality checked components to determine conformance to specifications.
  • Performed various troubleshooting tasks to address assembly issues.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
  • Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
  • Interviewed, hired and trained new quality customer service representatives.
  • Identified equipment issues using troubleshooting techniques to keep machinery fully operational during shifts.
Customer Service Representative, 12/2000 - 04/2016
Marmon Holdings, Inc West Monroe, LA,
  • Resolved product or service problems by clarifying customer complaints and determining optimal solutions.
  • Handled and settled customer complaints and repaired and adjusted minor issues to maintain optimal operations
  • Maintained records of general customer service data as well as customer complaints and results.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Answered questions and informed customers of current sales and promotions.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Provided customer service and issue resolution to increase QA satisfaction levels.
  • Engaged customers with proactive strategies to understand needs and develop successful solutions.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Trained new employees on processes to promote productivity team-wide.
  • Corresponded with service department team members to build and implement successful solutions to customer problems.
  • Improved call management database by frequently changing and updating customer contact information.
Education and Training
High School Diploma: , Expected in 05/1990
Jack C Hays High School - Buda, TX
Status -
Certifications, Seminars and Classes

Customer Service Workshop 10/28/2008

Conflict Resolution 7/10/2008

Excel 12/16/2008

Word 12/17/2008

Mistake Free Grammar & Proofreading 6/25/2009

Writing Well-Techniques for Effective on-the-job Writing 9/25/2009

Managing Multiple Projects (Skillpath) 7/8/2010

Handling Personality Clashes 4/16/2012

Essential Time Management and Organization Skills 1/23/2012

Learning to Listen 11/7/2012

Resolving Conflict 11/15/2013

Sexual Harassment: What is Sexual Harassment 12/11/2012

EEO Compliance 12/11/2012

First Aid & CPR 10/25/2013

Effective Communication 12/4/2013

Internet Explorer 8 Basic Features (Skillsoft) 1/2/2014

Optimizing Your Work Life Balance: Analyzing Your Life Balance 1/8/2014

Basic Level Excel - TPWD HR Training 3/26/2014

Coaching & Counseling 8/1/2014

EEO and Fraud & Ethics 11/6/2014

Speed of Trust Overview 12/2/2014

What's What & How To for Managers & Supervisors 1/28/2015

Hospitality Training with Hector Penagos 1/29/2015

Transformational Leadership with Mike Crevier 2/13/2015

SFLM - Successful First Line Management 3/30-4/3/15

Coaching & Teambuilding Skills 2/6/2015

Train the Trainer 6/4/2015

Leading Change 10/22/2015

Dealing with Dissatisfied Customers 1/14/2016

NSC Distracted Driving 1/27/2016

WAM Team Training Trip 10/10-14/16

CPR Certification 10/27/2016

Diversity,EEO,Discrimination Prevention (Biennial Refresher) 11/16/2016

Leadership & Management Skills for Women 3/29-30/17

Making the Transition from Staff to Supervisor 4/27/2017

NSC Distracted Driving 3/7/2018

How to Communicate with Tact and Professionalism 3/19-20/18

Leadership Team-Building & Coaching Skills 8/9/2018

EEO, Fraud & Ethics Biennial Refresher 9/6/2018

Supervising Bad Attitudes and Negative Behaviors 5/1/2019

Management/Leadership Skills for New Managers/Supervisors


CPR, First Aid, AED Training 2/5/2020

Developing Emotional Intelligence 1/23/2020

Workers Compensation Network Acknowledgement 1/24/2020

Microsoft Excel Beyond the Basics - 6 Hour Online Course

Advance Microsoft Excel Macros, Pivot Tables, Charts and More 12/15/2020

Mistake Free Grammar & Proofreading 04/15/2021

Leadership, Team Building & Coaching Skills 04/23/2021

Benchmark Portal Contact Center Supervisor 07/02/2021

Business Writing for Results 08/18/2021

Creative Leadership 09/29/2021

Developing Emotional Intelligence 10/18/2021


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Resume Overview

School Attended

  • Jack C Hays High School

Job Titles Held:

  • Reservation Agent
  • Team Lead
  • Customer Service Representative


  • High School Diploma

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