Customer Service High School

Emmanuel L. Avila **** Lee st, Philadelphia, PA

215-***-**** ********@*****.***

Work Experience

Norwegian Cruise Line Group Vacation Planner 9/2009 06/2010

Provided literature and information to clients concerning local, interstate and

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international tours, travel routes, accommodation, fares and travel regulations.

Discussed client requirements and advise on suitable options.

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Planned, prepared and cost itineraries (travel plans) for clients.

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Made travel, accommodation and related bookings.

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Confirmed bookings and notified clients of luggage limits, insurance, medical, passport,

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visa and currency requirements.

Issued tickets for travel, accommodation vouchers and all relevant documentation.

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Collected payments and maintained records of transactions.

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Assisted with changes to travel arrangements and bookings where required.

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AT&T Inbound Call Center Supervisor 04/2007 09/2007

Managed multiple priorities and maintained effective results in a quota driven workplace.

Responded to customer inquiries and requests and resolved issues efficiently and

professionally.

Exercised strong interpersonal communication skills with customers and department

personnel.

Accepted assignments with an open, cooperative, positive and team oriented attitude.

Utilized multiple call center support applications to efficiently assist customers and agents.

Provide effective and timely resolution of a range of customer inquiries.

Strive for one call resolution of customer issues.

Complete ongoing training to stay abreast of product, service and policy changes.

Strike a positive and cooperative tone with both customers and coworkers.

Demonstrate best judgment in the disbursement of adjustments and credits.

Increase the customer experience by providing information on new products, rate plans, and

services through up selling opportunities.

Skills, Abilities and Extras

2 Aggressive self starter who prospects and develops new business as well as

manages and drives existing business.

3 Develop and maintain relationships with customers by providing outstanding

customer service that meets their need and the goals of the companies.

4 Strong verbal, communication skills and observation skills

5 Ability to retain and utilize data, i.e., names, merchandise, information, policies

pricing and procedures.

6 Strong ability to multi task while prioritizing tasks.

7 Ability to speak and understand Spanish.

Education

8 Fairhill Community High School 2005, 2820 N 4th St, Philadelphia, PA (215) 423

1776

9 Miami Dade College Wolfson Campus 300 N.E. 2nd Avenue, Miami, Florida 3313

References

Available upon request

Contact this candidate