Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Summary
A technically astute OTA professional with a strong technical and financial background who possesses strong leadership skills and the ability to provide support to clients across diverse markets. In search of a position that will utilize my experience and skills to meet business needs and support commitment through premier customer service, employee development, and continuous improvement. Recognized for ability to coordinate special projects, supervise teams, and provide excellent support through an unbridled commitment to meet business needs.
Skills
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Experience
Tier II Technical Support Analyst, 04/2014 - Current Expedia/Hotels.com – City, STATE,
Provide internal and external technical support to Market Managers, Lodging Connectivity Account Managers, Hotels, and Connectivity Vendors/System Providers
Analyze SQL data to determine root causes of errors in HIMS server
Provide technical escalation support for various outage and maintenance incidents
Maintain daily ad hoc Reports Using Salesforce, Excel and SQL
Maintain Expedia QuickConnect processes/documents for Roll Out
Update and maintain technical documentation on Basecamp/SharePoint to ensure consistency and up to date communications that are utilized by internal partners
Work closely with Connectivity Account Managers and vendors to provide superior customer support
Work along with Lodging Financial Services to investigate all partner adjustment requests over $2,000
Supervised a team of bookkeepers which handled various functions including, but not limited to posting both mail, and automatic payments, Western Union, MoneyGram, and Federal Wire funds transfers
Investigated and diagnosed various fraud issues
Completed daily audits using SQL Server Data Management Studio prior to day end postings for various clients
Audit/approve bank deposits prior to pick up/deposit
Facilitated weekly team/one on one meetings to ensure bookkeepers remain aware of all current Standard Operating Procedures, client expectations, and performance metrics
Lodging Support Services Supervisor, 07/2009 - 10/2013 Expedia/Hotels.com – City, STATE,
Managed day to day activities of a team of Lodging Support Services agents
Partnered with peers and management to insure departmental metrics were achieved during assigned shift
Managed agent performance including, but not limited to evaluating, monitoring, and tracking performance metrics
Maintained a high level of internal customer satisfaction by using professional, positive communication skills
Handled escalated customer issues as needed.
Performed audits on guest relocations, hotel absorption amounts, and guest compensation amounts
Facilitated regularly scheduled Supervisor led team meetings and agent 1:1's to set expectations, review performance, set goals, and promote communication
Maintained team attendance guidelines; escalated discipline as needed
Late Stage Collections Manager, 2009 - 05/2009 Chrysler Financial Services LLC – City, STATE,
Manage a revolving portfolio of delinquent auto loan accounts
Heavy skip tracing, using Accurint, Fast Data, IVR Tracing, Inovus, and 411.com
Arrange suitable payment arrangements to secure auto loans
Process repossessions, dispatch/schedule vehicle pick up through Bridgelink
Process refinance applications
Credit Solutions Specialist, 02/2008 - 2009 Washington Mutual/Chase – City, STATE,
Establish and maintain credit application files
Investigate potential, new and existing customer accounts for creditworthiness through the use of credit reporting agencies, customer financial statements, trade references and various other sources of credit data to determine the appropriate level of credit to be extended
Investigate and identify corporate linkage and determine the companies ultimately liability for payment of invoices
Monitor and determine when credit limits need to be adjusted or removed based on financial, payment and/or trend data
Communicate/collaborate with internal departments to work for resolution on customers where credit may be terminated or where other escalation to Sector/Operations leaders may be needed
Review potential third party or attorney placement of trade and non-trade accounts for validity prior to placement
Determine and perform/coordinate any remaining potential internal collections actions
Perform bad debt write offs and coordinate placement with appropriate agencies/attorneys
Contact Center Generalist, 02/2007 - 02/2008 Loan Link/CUNA Mutual Group – City, STATE,
Assist credit union members with account inquiries
Processed mortgage, auto, and personal loan applications
Effectively deliver multiple services and expertise to clients by providing professional fee based advice, financial planning and asset management
Grow Assets under Management (AUM) by offering a breadth of financial solutions
Effectively implement/leverage technology and other available investment tools/resources to provide clients an exceptional member experience on a consistent basis
Education and Training
BAAS: Applied Administration, Expected in - University of Houston - Houston, TX GPA: Applied Administration
AAS: Accounting Information Management, Expected in May 2014 - Tarrant County College - Fort Worth, TX GPA: Accounting Information Management
Accounting Paraprofessional Certification: , Expected in May 2009 - Tarrant County College - Fort Worth, TX GPA:
Accounting Technician Certification: , Expected in December 2008 - Tarrant County College - Fort Worth, GPA:
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