Customer Service Sales

DEBORAH L. GUIDERA

** ******* ***

Phone: 201-***-****

North Haledon, NJ 07508

*********@*****.***

____________________________________________________________________________

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OBJECTIVE

To secure a position that utilized my skills and experience in all facets

of the travel industry including:

customer service, productivity, proven leadership, and to increase sales

and revenue.

SUMMARY

Experienced results driven executive with a proven track record of success

in management and

supervision of accounts and personnel. Excellent managerial,

communication, and interpersonal skills.

STRENGTHS

. Departmental Management *

Execution of Ideas

. Leadership * Communication

. Training * Motivated

. Innovative

* Work independently and as a team

. Ability to prioritize and multi-task

PROFESSIONAL

EXPERIENCE

Hickory Travel Systems, Saddlebrook, NJ

1995- Present

Director of Reservation Center Operations

2005- Present

. Responsible for agent utilization and planning of 24 hour call

center producing over 210K transactions.

. Manage and supervise customer service, and implementation, and

training departments.

. Responsible for hiring, firing and evaluations of reservation

center employees.

. Institute credit card billing system for the Disney Company to

assure revenue on continued basis.

. Worked with Sourcing department with sales and marketing.

. Cross functional knowledge to support all areas of operations.

. Reduced average speed to answer 12%, and abandoned calls 13% from

2008 to 2009.

Supervisor

1999- 2005

. Accountable for running an eight hour shift.

. Managing PBX call system: routing call volume to staff of minimum

of 20agents (in-house/virtual).

. Address problem situations to avoid further escalation during

shift.

. Domestic and international ticketing on all GDS systems.

. Input training programs that increased agent productivity average

of 25% - 45%.

Lead Agent

1998- 1999

. Responsible for assisting supervisor with agency authorizations.

. Train new employees/Phone monitoring and Quality Control of call

center.

. Billed a minimum of five calls per hour.

Call Agent

1995- 1998

. Proficient in Apollo, Sabre, Datas, System One.

. Responsible for domestic and international air, car, and hotel

reservations.

. Billed a minimum of four calls per hour.

Thomas Cook/Glenpoint Travel

1989 - 1994

Senior Agent

. Managed agency's largest corporate onsite account with over $1M in

annual sales.

. Responsible for domestic and international reservations at onsite

location.

. Booking air, car, and hotel reservations.

. Analyzed international faring for company compliance.

. Issued domestic and international tickets, refunds and pre-paid

tickets.

. Managed and arranged small group travel.

. Successful daily interaction with high-level account executives.

. Received many high praise and accolades from President of company.

Skills

Proficient in Sabre, Apollo, Worldspan and Amadeus. Excellent skills in

Excel, MS Word, and

Microsoft Office. Working knowledge of Power Point.

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