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Reservation Sales Service Representative Resume Example

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RESERVATION SALES SERVICE REPRESENTATIVE
Skills
  • Effective listening skills and clear communication.
  • Shows empathy, compassion and patience.
  • Professionalism and tenacity.
  • Capable of assuming greater leadership role.
  • Exceptional research skills.
  • Work effectively with minimal supervision.
  • Sound negotiating skills.
  • Desire to learn and teach.
  • Strong analytical skills.
  • Adaptable to changing situations.
  • Excels in creative problem solving.
Leadership

CRO Certified Customer Resolution Official

  • Expert knowledge of Disability laws (Department of Transportation's Code of Federal Regulations Part 382).
  • Reconfirmed to pilots their authority on disabilities and law (e.g. passenger may be denied boarding due to safety concerns).
  • Authority and responsibility to resolve complaints, disagreements or violations relating to the DOT Part 382.
  • Mediator between customer and company representative.
  • Filed complaints for customer regarding the violation.
  • Ensured station personnel understood service procedures for assisting customers with disabilities.

Event Project Manager

  • Managed the United Teddy Bear charity Program for disabled children.
  • Coordinated with the rehab center leadership for delivery of bears.
  • Planned and organized employee's work schedules to fit with their volunteer time.
  • Managed external vendors, making sure of accurate merchandise arrived on time and fulfilled orders.
  • Monitored and allocated work to employees if they were done with their task.
  • Provided project management for special projects within the office as needed.

Service Lead

  • Provided support to customer service agents worldwide to ensure accurate information was provided to callers.
  • Facilitated inter-departmental communicationof new procedures, policies and goals to provide customer support.
  • Provided coaching and training to team members on best ways to relate to customers needs.
  • Assisted team members to resolve customer issues.
  • Resolved escalated customer issues and provided immediate resolutions by implementing strategies to ensure customer satisfaction.
  • Provided technical guidance, information and advice to customer service agents.
  • Delivered world-class customer service while providing effective and timely resolution of customer inquiries.

IAM Union Steward

  • Monitored and enforced the provisions of the collective bargaining agreement (CBA) ensuring employer compliance with federal, state and local laws.
  • Informed the workers of their rights under the (CBA).
  • Represented and defended fellow employees interests as a labor union official.
  • Represented and defended fellow employees in investigatory situations that are reasonably expected to result in disciplinary action, and through the grievance procedure.
  • Attended disciplinary meetings, grievance investigations, arbitration and contract negotiations.
  • Inspired, led and built a sense of unity amongst the wide range of workers in the union.

Office Event Committee

  • Coordinated events that encouraged staff participation (e.g. Fundraisers, community events, volunteering, etc).
  • Coordinated company sponsored external events.
  • Organized office celebrations with coworkers for milestones and significant events.

Safety Committee

  • Identified health and safety hazards.
  • Continued education on all relevant laws, OSHA regulations and other standards.
  • Conducted regular safety audits in and on the property.
  • Review all incident reports to assess problem areas.
Professional Summary

Passionate about providing exceptional external and internal customer service. I lead the way for others to become great in the service industry. With excellent communication skills, research skills and creative problem solving, I can help drive business results. I am able to work independently or in a team. With my years of service industry experience, I know what excellent quality service is and can help organizations deliver it.

Work History
May 1994 to Current
AIRLINE CUSTOMER SERVICE REPRESENTATIVECompany Name, City, State

GROUP DEPARTMENT

Group Travel/Sports/Entertainment/Meetings contracts

  • Organized domestic and international travel contracts for groups of 10 to 300+ passengers . Worked with wholesale, direct deals and travel agents.
  • Negotiated pricing, collecting deposits, ticket changes, re-protect during irregular operations, and booking partner airline.
  • Handled seat assignments, advises international government travel requirements, arranges special services at airport for group travel.
  • Organized travel requests from emails, retrieved and input name lists submitted by customers. Answered questions.
  • Queue work-customer reminders of expiring contracts, customers missing information, future schedule change advisory.
  • Verified reservation completion, accuracy and preparedness.

Sports

  • Handled all travel management for professional and NCAA teams.

Entertainment Production

  • Offered special pricing and services for talent and crew.
  • Organized meet and greet airport services.
  • Arranged coordination of media baggage, inflight catering and special seating.

Meeting Product

  • Organized customers using out discount program to travel to conventions, corporate meetings and conferences.

DISABILITIES DEPARTMENT

  • Collected all travel details to assist medical professionals and individuals with special travel needs.
  • Expert knowledge on airline policies and procedures for passengers traveling with disabilities.
  • Completed any medical requests such as portable oxygen, on-board oxygen, assistive devices, wheelchair requests, etc..
  • Provided airport information, details for different organizations that can assist with disabilities inside and outside of airport. (Such as TSA assistance or companies that offer car service).
  • Handled all service animals bookings, advising all required documents for travel and any related questions.
  • Followed up with emails to passenger requests and call backs.

GLOBAL SERVICES DEPARTMENT

  • Provided an elevated level of service for members. Exclusive invitation-only elite status program for top 1% of high revenue customers.
  • Expert knowledge of policies, procedures, products and amenities. One stop access point for all reservations.
  • Handled upgrades, baggage, car rental, mileage and revenue bookings, voluntary and involuntary schedule changes, irregular operations, pets, travel credits, meet and greets.
  • Frequent flyer mileage and revenue bookings around the world.

PASS PLUS DEPARTMENT

  • Managed multiple prepaid travel programs for corporate and individuals. Investment levels determined benefits and discounts of contracts.

1K DEPARTMENT

  • Provided excellent sales and service worldwide for elite status frequent flyer members. Including star alliance partner airlines.
  • Handled upgrades, baggage services, car rental, voluntary and involuntary schedule changes, irregular operations, pets, travel credits. multi leg, travel using miles or revenue.

WORLDWIDE GENERAL RESERVATIONS

  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Provided customers with information about availability and pricing.
  • Informed passengers of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
  • Resolved various issues and discrepancies for customers.
  • Assisted customers with making reservations and entered reservation details into computer system.
  • Provided product and service information to customers and identified up-selling opportunities to maintain and increase income streams.
  • Strove for first call resolution by taking true ownership of customer needs and issues.
September 1993 to May 1994
AIRLINE TICKET AGENT Company Name, City, State

DEPARTURES

  • Greeted passengers at airport ticket counter for departures and verifying all documents for international and domestic flights.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
  • Tagged baggage at front counter, checked baggage at gate and loaded onto ramp. Assigned seat assignments.
  • Followed guidelines for any Hazmat when accepting airfreight.
  • Worked independently in gate area making boarding announcements and status updates.
  • Assisted with disabled passengers or those in need of extra assistance to board aircraft.
  • When needed assisted with ramp duties.

ARRIVALS

  • Connect/disconnected Jetway/stairs as necessary.
  • Domestic arrivals greeted passengers in jet way, assisted those in need.
  • International arrivals directed passengers through to immigration, assisted those in need.
  • Waited for all passengers to clear immigration and customs.
  • When not granted entry into USA, arranged passengers return flights.
  • Inspected unclaimed baggage with customs and logged into baggage system.
Education
Some College (No Degree)Computer TechnologyBaker College, City
February 2018Multiple CertificatesLeadership And CoachingE-Courses4you, City
  • Completed professional development in Leadership and Coaching.
  • Topics covered included amongst others, Lean Process and Six Sigma , Virtual Team Building, Leadership and Influence and much more.
August 2017Professional DiplomaNutritional TherapyHealth Science's Academy Ltd, City

Also received Diploma in Sports Nutrition Feb 2018

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Resume Overview

School Attended

  • Baker College
  • E-Courses4you
  • Health Science's Academy Ltd

Job Titles Held:

  • AIRLINE CUSTOMER SERVICE REPRESENTATIVE
  • AIRLINE TICKET AGENT

Degrees

  • Some College (No Degree) Computer Technology
    Multiple Certificates Leadership And Coaching
    Professional Diploma Nutritional Therapy

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