Reservations Agent resume example

Responsibilities included providing efficient yet personable customer service to the clients of this leading courier and delivery service; timely, often-urgent, and, most importantly, accurate processing of courier and merchandise delivery requests utilizing a Windows-based system. Coordinated with dispatch staff to ensure quality of service thus strengthening the bond between the customer and the organization; resolved customer issues and complaints. Maintained a calm, professional demeanor when faced with high demand, high volume workloads. Researched, resolved and followed up on customer issues and researched, documented and escalated cases to higher levels of support according to internal procedures.

Prepared for customer inquiries by studying products, services, and customer service processes, acquired relevant knowledge of not only our inventory, but also the specifications, eligibility and limitations of Flexible Spending Accounts (FSAs). Manual order entry utilizing EDI. Timely response to inbound phone calls, live chat requests, and emails; efficiently and effectively resolving their problems and concerns. Liased with vendor regarding customer concerns and fulfillment-related inquiries. Tracked shipments and handled returns; generated credits and refunds when applicable. Researched issues, proactively documented and referred them to appropriate department for resolution, thus enhancing quality of service by recommending improved processes and identifying new product and service applications. Carried out special projects as needed, most notably assisted with shipping and receiving duties such as order verification, fraud prevention, order pulling, packaging, shipping via UPS and USPS).

Performed call management based on medical/small-business client specifications and instructions within a Windows-based system (Infinity). Made dispatch decisions and ensured timely handling of urgent medical and service calls in a high-volume, fast-paced call center environment. Daily/weekly/monthly on-call reconciliation, frequent review and updates of client information and specifications. Displayed courtesy and strong interpersonal skills with all customer interactions. Quality control/system maintenance and back-up as well as trouble-shooting to assure call quality and consistency of service. Trained new employees and explained protocols clearly and efficiently. Other duties as assigned by management, such as creating spreadsheets, ordering supplies, handling of maintenance requests, filing, and other administrative tasks.