Customer Service Agent
offering 13+ years experience in the travel industry. Superb work ethic and desire to succeed. Skilled in resolving conflicts through proactive communication. Listens actively to questions, resolves issues and disputes tactfully and effectively through writing or verbally.
Customer service specialist
JetBlue AirwaysReservations Crew Member | Salt Lake City, UT | August 2002 - August 2004
Working in Reservations was a fun challenge,
adding in new cities and international flights kept me learning, which I love.
. I became fluid in the airline programs Flight Speed and Sabre; am able
to run and maintain several programs at once to assist customers.
Salt Lake Window Cleaning CompanyCoordinator | Salt Lake City, UT
I was in charge of coordinating the jobs and routes for the employees, making their drive and work time efficient.
JetBlue AirwaysCustomer Commitment | Salt Lake City, UT | August 2004 - July 2006
I was ready for a
new challenge, applied and promoted to Customer Commitment; a team dedicated JetBlue Airways. I completed several training there to improve my writing, negotiation and customer service skills. I had excellent monitors there and never got below
a 98%. I learned the invaluable skill of listening to irate customers, how find
out what they really were looking for and supporting them to a positive outcome
for both the Airline and them.
JetBlue AirwaysCrew Support | Salt Lake City, UT | July 2006 - August 2009
While in Crew
Support (Department assigned to assist reservation crewmembers and take irate
customer calls), I gained additional experience in the Sabre Booking system and Native Sabre. I maintained my excellent
monitor scores while taking irate calls
and dealing with difficult customers; I learned valuable skills in communication
and understanding, making me a better crewmember and person.
While I was with the Crew Support team I had the opportunity to be a lead; I learned and completed each of the duties such
as running no fly reports, loading the duplicate and declined reports for
Crewmembers to work, working with the Federal Air Marshals in booking and
changing their flights and watching call volume and moving crewmembers where they were needed.
JetBlue AirwaysGroups Sales | Salt Lake City, UT | August 2009 - October 2012In my position with in Group Sales, I was on the Special Contracts Desk working
exclusively with Travel Agents and Tour Operators, assisting them in purchasing
large amounts of seats for their packages and tours. I assist them from time of
checking availability, work with Revenue Management to get a private fare for
them, booking, purchasing, ticketing and informing the airport of the large
group coming. I assist in negotiation their yearly contract with JetBlue and
insure that we are both adhering to it. I like getting to know each of my
contacts with each contract and building a relationship with them.
Also, while I was in Groups Sales, I had the opportunity to be aLead. I was able to
take on several projects for the Groups team including; creating/writing /train
Groups processes to make them and crewmembers more efficient, update and
maintain the Groups shared site, and build moral and consistency. I
received a great recommendation from the Manager and Supervisors of the
team for my time as Lead.
Worldstrides Heritage FestivalsGroup Air Coordinator | West Valley City, UT | November 2012 - Current
I currently with Directors of school music programs
to obtain group air tickets
for their groups to
travel to festivals and compititions. I assist them in getting the lowest fare
and best times for to travel, gather all the information for TSA, purchase the
tickets and give assistance for them at the airport.
High School DiplomaGeneral StudiesUtah Community CollegeOrem, UT
I love to see new things, try new things and go new places. I love to learn and am quick at picking up new things. I thrive on new challenges and conquering them and my fears.