Wilma Williams

P.O Box ******

Houston, TX *****

acu4xc@r.postjobfree.com

Summary Experience

Customer Service Professional with over 25 years of experience in a diverse professional

environment. Outstanding reputation for keeping and maintaining excellent customer service and

sales standards. Experience working with high volume calls and answering intricate inquires.

Trained temporary staff agents with the refund information process. Such as locating accurate

refunding processing documents for passangers as well as the Processor. I have recieved excellent

customer feedback and rewards from pass employers.

Highlights

• Customer Serivce

• Leadership Training

• Sales Force

• Price/ Quoting Gates

• Expediting Ticketing

• Tracking Refunds

• Serviced Executive Accounts(Premiere 1K, Platinum, Gold Executive Accounts).

Accomplishments

Increase office organization by developing more accountability office systems and customer

database protocols. Recieved several merit promotions for strong leadership, strong attention to

detail, exemplary customer service and team-player attitude

Professional Experience

United Airlines Inc., Houston, TX

1996- Present

Sales Reservations- Refund Information Investigation Rep.

• Sales and Refund Investigator and information provider.

• Sales for International and Domestic.

• Quoting routes, time schedule and fares within company database.

• Book reservation by way of processing credit card transcations (secured).

• Provide customers with company policies and procedures regarding boarding pass as well as

FAA regulations and compliances.

• Assist customers with rental car and hotel accamodation when needed.

• Assist with credit/debit disputes as related to refund approval and denials.

• Maintain punctualiy, met revenue quotos and call performance expectations.

• Call center: answer telephone call from consumers world wide.

• Provide polite engaging conversations with customers.

Computer Skills

Intermediate with Microsoft Word, Power Point, Excel, Outlook, Internet

Trained to use all office equipment PC computer terminal, copy machine, fax machine, printers,

typewriter devices, telephone, cellular telephone, Bar coder, scanners, adding machine, cash

register, time clock.

Education

Piper High, Sunrise FL

Diploma

Prospect Hall College, Hollywood FL

Business Administration- credits earned

Reference

Available upon request

Contact this candidate