MaryAnne Anderegg

Virginia Beach Virginia *****

757-***-**** (Cell Phone)

adgu2z@r.postjobfree.com

CUSTOMER SERVICE REPRESENTATIVE / SALES AGENT

with 10 years experience in call center settings

As an effective, dedicated professional customer service representative, I can offer your company:

Over 20 years of customer support in fast-paced travel industry and internet service call centers.

Steadfast commitment to providing excellent customer service with the ability to construct productive partner relationships, resolve complex issues and cement customer loyalty.

Attentive listening and active tactful questioning skills to solve issues proactively with customers.

WORK EXPERIENCE

American Airlines; June 2012 – Sept 2020

Home Based Reservation Sales Agent

Covered domestic, international, and loyalty desks.

Handled inbound calls for reservations, flight information and loyalty program.

Provided assistance setting up or canceling flight reservations

Helped with any refunds due

Answered customer questions about traveling aboard/with American.

Upstream Direct Response, Chesapeake, Virginia; Nov 2007 – July 2009,

Sales and Retention Agent for MSN Internet ISP Service, MSNTV Unit Sales and Service, and MSN Direct GPS Sales and Service

Consistently ranked among the top selling agents on the main ISP account.

Handled inbound calls from current and prospective customers in a timely and professional manner.

Answered inquiries about product features, costs, existing account issues, billing, and customer resources.

Soothed angry customers, rebuilt their trust, and corrected errors on existing accounts.

Provided pricing quotes and product descriptions for potential customers.

Upstream LLC, Chesapeake, Virginia; Aug 2005 – Nov 2007

Orbitz Travel Sales Consultant

Highly capable travel consultant in a high-volume sales environment.

Ability to function and work with people from a broad range of ages, cultures, and learning styles.

Answered inbound calls concerning all aspects of a customer’s land and air travel experience.

Helped each customer plan an itinerary, including outbound and return dates, airports, hotel type and location, rental car and local attractions.

Assisted customers in defining the most attractive package for them by using up-selling techniques to maximize revenue for Orbitz. Helped customers recognize the benefit and value of added services.

Booked complete itinerary and collected payment; advised customers about rules governing their itineraries.

Portfolio Recovery Associates, Norfolk, Virginia; Aug 2004 – Apr 2005

Debt Collector

Used skip tracing processes to locate debtors.

Notified debtors by outbound phone of delinquent accounts and advised them of necessary actions for debt repayment.

Performed various administrative functions for assigned accounts, such as recording address changes, purging the records of deceased debtors, financial status of debtor and status of collection efforts.

Negotiated repayment or settlement plans.

Marlene’s Home Day Care, Virginia Beach, Virginia, Jul 2002 – July 2004

Assistant Childcare Provider

Assisted main provider with daily care and physical activities for 2 – 6 toddlers and young children.

Provided a supportive, caring, safe environment for children.

Practiced nutrition and hygiene goals for infants and young children.

Taught children basic social skills such as sharing and working together.

Helped maintain clean facilities and updated children’s daily records.

Infant and young child CPR trained.

American Airlines, Norfolk, Virginia, Apr 2001 – Apr 2002

Domestic Reservation Sales Agent

Handled inbound calls for domestic airline travel in busy call center.

Assisted customers define flight dates and airports to be used.

Checked availability of flights and routes on specified dates and quoted costs.

Booked reservations, and collected payments by computer.

Advised customer about any ticketing rules.

Changed reservations when requested, and advised of any changes in price/collected changes.

Assigned seats, booked meals, and wheelchair assistance during travel times with airline.

Set up Unaccompanied Minor reservations and airport assistance and advised of all pertinent rules.

Assisted customers with general travel and airport information, such as check-in times, luggage requirements, gate assignment and departure and arrival times of a specific flight.

TransWorld Airlines, Norfolk, Virginia, Feb 1997 – Apr 2001

Reservation Sales Agent

Answered inbound calls for both domestic and international travel.

Assisted customers define flight dates, times, and airports to be used.

Checked flight availability and quoted costs.

Set up customers’ Passenger Name Record/reservation in computer and collected payments.

Advised of all rules governing travel, such as passport or id needed and non-refundable tickets.

Changed reservations, and, on international travel, calculated change fees; collected change fees.

Assigned seats, booked meals and wheelchair assistance.

Set up Unaccompanied Minor reservations and airport assistance, and advised of all rules.

Assisted customers with general travel and airport information.

EDUCATION

Coursework at Salt Lake Community College

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