Customer Service Sales

ANDREA VANESSA SWANN

* *** ***** *** **. J ACKSONVILLE, NC, 28 546 UNITED STATES 9 10 - 554 - 2430 VANESSA.SWAN *@*****.***

P ROFESSIONAL EXPERIE NCE

OMEGA WORD TRAVEL, J ACKSONVILLE, NC UNITED STATES

P r o f e s si o na l T r a v e l Co n s ul ta n t, M a y 2 0 0 5 – p r e s e n t

Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by

various travel carriers.

Experience utilizing on-line booking tool GovTrip system.

Expert with Customer Service Skills and providing Service Excellence.

Book transportation and hotel reservations, using computer terminal or telephone.

Booking, changing and cancelling Domestic and complex International flight, hotels and car

reservations.

Experience utilizing GDS systems Sabre and some Apollo.

Converse with customer to determine destination, mode of transportation, travel dates, financial

considerations, and accommodations required.

Provide customer with brochures and publications containing travel information, such as local customs,

points of interest, or foreign country regulations.

Experience with booking flights, cars and hotels for E.S.I Emergency Travel with After -Hours Desk.

Experience with Quality Controlling domestic and International reservations.

Chosen as **EMPLOYEE OF THE MONTH** December 2011

**ADDITIONAL INFORMATION UPON REQUEST**

TELEMARKETING CONCEP TS, JACKSONVILLE, NC UNITED STATES

T e l e m a r k e t i ng Ag e n t, A p r 2 0 0 4 – A p r 2 0 0 5

Adjust sales scripts to better target the needs and interests of specific individuals.

Explain products or services and prices, and answer questions from customers.

Obtain customer information such as name, address, and payment method, and enter orders into

computers.

Schedule appointments for sales representatives to meet with prospective customers or for customers to

attend sales presentations.

Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to

request donations for charitable causes.

Conduct client or market surveys in order to obtain information about potential cust omers.

Telephone or write letters to respond to correspondence from customers or to follow up initial sales

contacts.

Deliver prepared sales talks, reading from scripts that describe products or services, in order to

persuade potential customers to purchase a product or service or to make a donation.

Record names, addresses, purchases, and reactions of prospects contacted.

Maintain records of contacts, accounts, and orders.

K - M A R T S T O R E S, I N C, J A C K S ON V I L L E, N C U N I T E D S T A T E S

C a s h i e r, No v 2 0 0 2 – M a r 2 0 0 4

Estimate cost of repair or alteration of merchandise.

Answer questions regarding the store and its merchandise.

Prepare sales slips or sales contracts.

Clean shelves, counters, and tables.

Bag or package purchases, and wrap gifts.

Place special orders or call other stores to find desired items.

Exchange merchandise for customers and accept returns.

Help customers try on or fit merchandise.

Describe merchandise and explain use, operation, and care of merchandise to customers.

Compute sales prices, total purchases and receive and process cash or credit payment.

Watch for and recognize security risks and thefts, and know how to prevent or handle these situations.

Prepare merchandise for purchase or rental.

Open and close cash registers, performing tasks such as counting money, separating charge slips,

coupons, and vouchers, balancing cash drawers, and making deposits.

Greet customers and ascertain what each customer wants or needs.

Inventory stock and requisition new stock.

C O N V E R G Y S, J A C K S ON V I L L E, N C U N I T E D S T A T E S

C u s t o m e r S e r v i c e R e p r e s e n t a ti v e, F e b 2 0 0 0 – O c t 2 0 0 2

Contact customers to respond to inquiries or to notify them of claim investigation results and any

planned adjustments.

Compare disputed merchandise with original requisitions and information from invoices, and prepare

invoices for returned goods.

Confer with customers by telephone or in person to provide information about products and services, to

take or enter orders, cancel accounts, or to obtain details of complaints.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Check to ensure that appropriate changes were made to resolve customers' problems.

Resolve customers' service or billing complaints by performing activities such as exchanging

merchandise, refunding money, and adjusting bills.

Obtain and examine all relevant information to assess validity of complaints and to determine possible

causes, such as extreme weather conditions that could increase utility bills.

Complete contract forms, prepare change of address records, and issue service discontinuance orders,

using computers.

Order tests that could determine the causes of product malfunctions.

Refer unresolved customer grievances to designated departments for further investigation.

Keep records of customer interactions and transactions, recording details of inquiries, complaints, and

comments, as well as actions taken.

Solicit sale of new or additional services or products.

Recommend improvements in products, packaging, shipping, service, or billing methods and

procedures to prevent future problems.

E DUCATION

W E S T R O B E S O N, P EM B R O K E, N C U N I T E D S T A T E S

High School Diploma, June 1989

C O A S T A L C A R O L I N A C O M M U N I T Y C O L L E G E, J A C K S O N V I L L E, NC U N I T E D S T A T E S

Certificate of Completion, May 2000

Expert C.S.S.C Customer Care and W.O.W Customer Service Excellence Training

A DDITIONAL SKILLS

Contact this candidate