Customer Service Insurance
Resume:
Maria E. Castillo
San Antonio, TX *****
**************@*****.***
Objective
Highly motivated Customer Service and Travel Specialist with 20+ years of VIP customer service experience looking for a skill related position in a dynamic company with opportunities for growth and reward.
Skills
Delivers excellent customer service with patience, empathy and a positive attitude
Dedicated to problem resolution through a detail-oriented working style and creative thinking
Strong ability to use situational judgement and multiple tools and resources to resolve conflicts
Understanding of device platforms and associated technical terminologies
Ability to translate technical and complex information into simple language
Ability to apply vast knowledge to new situations and technology changes
Remarkable verbal and written skills and command of the English and Spanish language
Uses effective questions and active listening to clearly understand the issues customers present
Work Experience
TripActions Remote
Tier 2 Travel Support Specialist Jan 2019 - Apr 2020
Accurately completed, ticketed and file finished passenger name records (PNRs)
Used extensive comprehension of industry specific terminology such as aircraft, flights, classes of service, city codes, passenger services, frequent flyer programs, infant/child travel, discussing reservations directly with carrier, in-flight services, air fares and basic fare calculation principles, electronic ticketing, forms of payment, refunds and exchanges to assist clients via phone for both domestic and international travel
Used extensive comprehension of industry-specific terminology in regards to car and hotel reservations including special equipment, additional fees, insurance, policies, procedures, codes, rate structure, property and room classifications, types of hotels and brands, codes, reservation procedures and preferences to assist clients via phone for both domestic and international travel
Utilized advanced knowledge and ability to use Global Distribution System (GDS)
Assisted with hotel virtual payment systems
Supported accounts via phone, chat, and email requests
Expertly used travel tools and systems to complete requests
Searched and confirmed travel reservations for the customer both domestic and international
Provided travel consultation, advice and customer service to travelers and arrangers via phone, chat, and email requests
Found efficient ways to work through complex customer inquiries
American Express Global Business Travel Remote
VIP Travel Counselor May 2005 - Jan 2019
Provided customer service and travel arrangements for VIP clients and arrangers
Accurately completed, ticketed and file finished passenger name records (PNRs)
Used extensive comprehension of industry specific terminology such as aircraft, flights, classes of service, city codes, passenger services, frequent flyer programs, infant/child travel, discussing reservations directly with carrier, in-flight services, air fares and basic fare calculation principles, electronic ticketing, forms of payment, refunds and exchanges to assist clients via phone for both domestic and international travel
Used extensive comprehension of industry-specific terminology in regards to car and hotel reservations including special equipment, additional fees, insurance, policies, procedures, codes, rate structure, property and room classifications, types of hotels and brands, codes, reservation procedures and preferences to assist clients via phone for both domestic and international travel
Utilized advanced knowledge and ability to use Global Distribution System (GDS)
Assisted with hotel virtual payment systems
Supported accounts via phone, chat, and email requests
Expertly used travel tools and systems to complete requests
Searched and confirmed travel reservations for the customer both domestic and international
Provided travel consultation, advice and customer service to travelers and arrangers via phone, chat, and email requests
Fulfilled all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
Provided emergency after hours services
Education
Harlandale High School
San Antonio, TX
Diploma, 1988
Palo Alto College
San Antonio, TX
Business Degree in Progress
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