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Customer Service Agent

Allentown, PA
October 04, 2018

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**** **. ******* ******

Allentown, PA *****


Cesar Tibocha


Customer-focused service agent with 18 years experience working in a heavy call, heavy email environment with a wide variety of customers. Maintains high level of professionalism to meet and exceed company service goals. Has extensively used Microsoft Excel, Word, and Outlook. EXPERIENCE

Travel Impressions Ltd., Bethlehem, PA Pricing Specialist June 2008 - March 2018

● Completed pricing requests accurately for the marketing department for use in online advertisements, trade show booklets, and newsletters.

● Assisted the product department in the quality control of contracts loaded into the Travel Impressions system.

● Prevented potential losses to the company by verifying through the pricing process that all aspects of a contract or promotion are loaded correctly. Travel Impressions Ltd., Bethlehem, PA Hotel Operations Instant Request Coordinator May 2006 - June 2008

● Confirmed hotel rooms to reservations agents when the normal allotment of rooms was sold out. Job was done by telephoning, emailing, or faxing the hotel and ensuring the request was handled in a timely, efficient, and accurate manner, including follow-up calls to the hotel and filing.

Travel Impressions, Ltd., Bethlehem, Pa E-Commerce Helpdesk Agent/E-Commerce Email Specialist

April 2002 - May 2006

● Answered phone calls in a queue from travel agents regarding reservations made via Travel Impressions electronic systems. Diverse clientele included high-producing American Express and AAA Travel agencies. Handled minimum 30 calls per day.

● Assisted travel agents with technical questions regarding the various electronic systems.

● Advised travel agents about Travel Impressions policies and procedures.

● As E-Commerce Email Specialist, answered all emails sent to the Help Desk on various issues (help with bookings, questions about Travel Impressions policy, technical questions about the electronic systems, etc). Handled minimum 50 emails per day.

● Awarded “You Make The Difference Award” for displaying outstanding customer service and averaged 95% on monthly call evaluations.


William Allen High School, Allentown, PA High School Diploma

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