Sales Customer Service
Resume:
Paula J Petry
Email: ********@******.***
Address:
City: Lawndale
State: CA
Zip: 90260
Country: USA
Phone: 310-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Experienced Call Center Professional
Educational Background:
High School Dipolma from Leuzinger High School, Lawndale CA 1/2001 to 1/1978 (General)
High School Dipolma from University of Phoenix Online, Lawndale CA 1/2001 to 10/2012
High School Dipolma from University of Phoenix, Lawndale CA 1/2001 to 10/2012
High School Dipolma from S.E.R. /American Airlines Training Academy, Lawndale CA 1/2001 to 10/2012
High School Dipolma from El Camino College, Lawndale CA 1/2001 to 10/2012
High School Dipolma from Flavio Beauty College, Lawndale CA 1/2001 to 10/2012
High School Dipolma from Leuzinger High School, Lawndale CA 1/2001 to 10/2012
Job History / Details:
Summary
Experienced Call Center Professional
Highlights
Excellent client interaction excellent written and verbal communication
Computer skills
Typing 35 wpm
ACD/phones systems
Office machines
Filing
Windows, 95/98, 2000, NT, XP, ME, Word, Excel, Outlook, PowerPoint
ACT!2000
ACT 6.0
OMS
GALAXY and DAWSON Databases
OLS College Applications System
Photoshop
Adobe Illustrator
Internet
American Airlines SABRE Reservation System
WORLDSPAN
GABRIEL French Airline Systems
DHL/Airborne tracking and tracing systems
DHL EMA and GEMA CRM database tracking and messaging system
DHL Customer First CRM
DHL Service Directory and other resources.
Accomplishments
February 2011 - NTI Telecommuting Certification for CSR/CRM Call Centers
September 2007 Certificate of Completion-DHL Shipping Inquiry for International Backline CRM
February 2006 Certificate of Completion Coach USA full day training/Sexual Harassment
August 2004 -Certificate of Completion-Fully Integrated Training/University of Phoenix Online
February 2004 -S.H.O.T. Show exhibitor
September 2002 -Act! 2000 CRM Database training/Intermediate Certificate
August 2002 -Act! 2000 Database training/Introduction Certificate
August 2001-Oz Talk Participant (Australian vendor/wholesaler convention)
June 2001-KiwiLink 2001 (New Zealand vendor/wholesaler convention)
September 2000 -1 day David Goldman Travel Industry Customer Service Workshop (Certificate earned)
July 2000 -Certified Kiwi Specialist (New Zealand Specialist - certificate earned)
June 2000 -Air New Zealand/ Intermediate Tariffs (Certificate earned)
March 2000 -Tiare Specialist (Tahiti Specialist - Certificate earned)
January 1999 -Most Improved Inta-Aussie agent -(Award presented)
April 1998 -Air New Zealand/Beginning Tariffs (Certificate earned)
March 1998 -Certified Aussie Specialist (Certificate earned)
February 1996-S.E.R. /American Airlines Training Academy (diploma, graduated Deans List)
March 1981 -State of CA Cosmetology License/various product knowledge/workshop certificates
Experience
10/12/2012 12:00:00 AM
10/12/2012 12:00:00 AM
July 2010 to August 2011
Campco/Smith &Wesson Watches Los Angeles, CA
Marketing/Customer Retention Management
OMS CRM system, calling on inactive accounts, reactivate or remove from database.
Promote Law Enforcement, Personal Safety, Crowd Control, Disaster Preparedness Products.
June 2007 to February 2009
DHL Global Forwarding Nat'l Call Center Tempe, AZ
International Research Specialist/CSR
Tracking and tracing of Int'l shipments.
Research last shipment scan to locate, and resolve shipping issues resulting in loss, damage and/or delays in delivery.
Assisting shippers/receivers with any missing int'l paperwork on shipments.
Contact with all int'l countries via company tracking and messaging systems, telephone fax, and email.
Liaison between int'l stations/customer.
Heavy customer contact.
Heavy outbound, ACD inbound calls.
Backline domestic tracking and tracing, as well as ACD int'l frontline calls, for first call resolution or initiate tracing event.
Impeccable daily follow up and CRM documentation required.
Utilization of multiple information systems, including worldwide tracking and customs requirement systems, CRM systems EMA, GEMA, Customer First, Service Directory and other company specific resources.
February 2005 to April 2006
Arrow Stage Lines/COACH USA Phoenix, AZ
Charter Sales Reservations CSR/CRM Administrator
Charter sales reservations for Arizona's largest luxury motor coach company.
Heavy phones, faxes, email.
Availability, quotes, review itineraries, routing, recommendations.
Schedule runs in compliance with D.O.T.
laws.
Confirmation of travel dates, data entry, payment collection on prepay accounts, troubleshooting.
Follow up on complaints, refunds, discounts and cancellations.
Build, clean and maintain company CRM Database utilizing ACT 6.0.
Mail merge in-house projects, set up mail-house mailing projects.
May 2004 to March 2005
University of Phoenix Online Nat'l Call Center Phoenix, AZ
Enrollment Advisor
Advise potential students on academic path, financial options.
Compose, send high volume of emails, follow up all contacts with students/potential students.
High volume outbound calls from inbound CRM database to filter serious applicants.
Assist applicant through admissions, financial aid application processes online, compile accurate admissions packet, submission, processing.
Update CRM.
Schedule first classes.
Track student's progress through first class.
Maintain high level communications with student, finance officers and academic counselors via email and telephone.
December 2002 to May 2004
Campco/Smith & Wesson Watches Los Angeles, CA
Administrative Assistant to C.E.O.
New Account Development/CSR, CRM/Sales & Sales Support, Domestic/overseas correspondence to vendors, clients, potential clients via email, fax, USPS.
Compose sales proposals, sales contracts.
Proposal follow up by telephone, email, fax and USPS.
Established national/international sales reps.
Support national team of independent sales reps, provide samples of new products, forward monthly sales plans, schedule and collect reports on sales progress.
Schedule and compose press releases for trade magazines, ad placement.
Customer service, answering phones, fax, problem solving.
Design faxes/email flyers.
Schedule graphic designers, mailing house, magazines.
Set up new accounts in OMS CRM, process sales orders.
Build/manage ACT! CRM database, maintain/update OMS CRM database.
Process small in-house mailings.
Schedule/coordinate tradeshow logistics as exhibitor and attendee.
Track C.E.O.s schedule, schedule travel plans for C.E.O., employees working tradeshows.
Assist C.E.O., screen email, field calls
May 2002 to December 2002
Coachways USA Marina Del Rey, CA
New Account Development
New Account Development Internet research using Dunn & Bradstreet to generate potential new customers. Inside Sales, some Outside Sales.
August 2001 to November 2001
The Best of New Zealand/Center Travel Santa Monica, CA
CSR/Call Center/Travel Consultant
Sales of Luxury packages to New Zealand. Data entry, reservations, quotes, costing, invoicing, collections, international currency conversion, net rates, contracts, mark ups, commissions, refunds. Maintain customer files. Maintain vendor relations. Word, excel, fax, internet, email. CRM, American Airlines SABRE airline reservation systems.
February 2000 to August 2001
Tahiti Vacations Los Angeles, CA
CSR/Call Center/Travel Consultant
Luxury and honeymoon packages sales including Club Med to French Polynesia and other South Pacific destinations. ACD phones, high volume sales, CRM, data entry. Assist in training res staff for new product; set up and maintain files for product division Beyond Tahiti . Assist reservation staff in pricing product for other South Pacific destinations. Reservations, quotes, costing, invoicing, collections, international currency conversion, net rates, contracts, mark ups, commissions, refunds. Maintain customer files. Maintain vendor relations. Word, excel, fax, internet, email. American Airlines SABRE airline reservation systems. GABRIEL French airline system.
February 2001 to March 2001
STA Travel Corporate Headquarters Wilshire, CA
Product Administrator
Interpret contracts from all major airlines offering published and student fares. Data entry for national and Canadian retail offices. Upload fares into airline system, internet and intranet. FTP contracts to Canada. Assist national agents. Learned and ran a complex in-house date base application. Wrote a comprehensive training manual for my position. Work directly under VP.
August 1997 to December 1999
Inta -Aussie South Pacific Tours Los Angeles, CA
CSR/Call Center/Travel Consultant
Sales luxury, honeymoon packages to South Pacific destinations. ACD phones, sales. International/domestic airfares. CRM Data entry, Reservations, quotes, invoicing, collections, international currency conversion, net rates, contracts, mark ups, commissions, refunds. P.O.C. to documents. Credit disputes/complaints. Maintain customer files/vendor relations. Windows 2000 NT, Word, excel, fax, internet, email. American Airlines/SABRE reservation systems.
February 1997 to August 1997
ATS Tours Los Angeles, CA
CSR/Call Center/Travel Consultant
Sales to South Pacific destinations. ACD phones, sales. International currency exchange rates, conversions, reservations, quotes, costing, invoicing. International and domestic airfares, custom itineraries. TECH 7 CRM, cost loading. American Airlines SABRE airline reservation systems.
August 1996 to February 1997
VP Travel Services Los Angeles, CA
Admin Asst /Sales Support Coordinator
Admin Asst to President and Exec VP/Sales Support and Coordinator for L.A./NY Chapters of OSSN and VIP IC Network. General office, ticket assembly, QC of travel documents. Assist outside agents with host agency" functions. Full organization of events for L.A. and NY chapters of Outside Sales Support Network (OSSN). Design and distribute reservation forms. Collect payments. Maintain L.A. and NY databases for OSSN. Organize speakers for in-house training for VIP Independent Contractors Network program (IC Network). Maintain VP Travel/VIP databases. Follow up, customize new member proposals. Personalize joint venture proposals. Process email requests. Utilized Windows 95, PowerPoint, Eudora, phones, fax.
March 1996 to August 1996
Tradesco Tours/Hungarian Hotels
CSR/Call Center/Travel Consultant
Responsible for all aspects of customer service, including sales, and reservations. CRM Data entry, extensive filing, catalog and brochure mailing, collections and follow up. Daily invoice printing and mailing. Utilized WORLDSPAN and TECH -7.
Education
2011 NTI-Online Training Lawndale, CA
Certificate Telecommuting
2005 University of Phoenix Online Phoenix, AZ
None Supply Chain Management
Completed 3 of 6 classes required for certification
2001 University of Phoenix Gardena, CA
None General Ed
Completed General Education Requirements
1996 S.E.R. /American Airlines Training Academy Manhattan Beach, CA
Certificate Travel/Tourism
Training via S.E. R. Jobs for Progress hosted by American Airlines Training Academy
El Camino College Gardena, CA
None Psychology/Photography
1982 Flavio Beauty College Redondo Beach, CA
Licenced Cosmetology
1978 Leuzinger High School Lawndale, CA
GED General
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