Customer Service Data Entry

Yolanda Fenderson-Graham

702-***-**** ● *******.*********@************.***

Permanent Address - 3795 Trillium Wood Trail ● Snellville, GA 30039

Current Address – 3307 Casey Drive # 103 ● Las Vegas, NV 89120

PROFESSIONAL SUMMARY: Experienced professional that has worked over 10 years in the airline and hospitality industry with special emphasis in Customer Service. Experienced communicator with well-developed interpersonal skills, professional presentation, and business etiquette. Has the ability to adapt in new business cultures; effectively work in multi-company and multi-team environments.

EDUCATION:

MA, Master of Business Management – University of Phoenix, Present

BA, Business Administration – University of Phoenix, December 2012

RELEVANT SKILLS:

Familiar with Microsoft applications, typing skills, data entry, excellent time management and attentive to detail.

WORK EXPERIENCES:

Allegiant Airlines, Las Vegas, NV

Customer Service Sales Consultant III

Mar 2012 – Present

●Effectively communicate travel information to passengers in a friendly and timely manner.

●Maintain a friendly and positive attitude when interacting with distressed passengers.

●Analyze call volume and average call time to ensure performance and productivity goals are met.

●Continuously meets and exceeds quality standards during monthly reviews.

●Accepts constructed feedback and applies learnings towards professional development.

Zephyr Partners, Las Vegas, NV

Customer Service/Booking Agent

Oct 2010 – Mar 2012

●Provided exceptional service to expand and enhance loyal client/customer clientele.

●Addressed customer concerns by demonstrating empathy and resolving problems effectively.

●Demonstrated ability to be a subject matter expert when processing and confirming reservations; provided customers with top dining and entertainment options in respective Las Vegas and Atlantic City areas and assisted with managing client guest accounts.

●Thoroughly understood business acumen to ensure customers were provided correct information when booking resulting in minimal errors.

Ballys Hotel and Casino, Las Vegas, NV

Casino Customer Service Representative

May 2005 – Mar 2010

●Analyzed and monitored incoming calls on a high-volume and multi-line phone using proper business etiquette.

●Resolved guest complaints efficiently and tactfully.

●Planned and directed off-property promotional events to attract guest to the casino.

●Coordinated approximately 500 promotions/special events quarterly.

●Consistently met or surpassed customer service level productivity.

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