Customer Care Sales
Resume:
Roxanne Perreira
Las Vegas, NV 89130
adgwt3@r.postjobfree.com
Professional Summary:
Proven Customer Service Call Center professional. Goal oriented problem solver, ability to provide exceptional service, detailed orientated driven by excellence and commitment to success. Seeking positive work environment where professional behavior and willingness to learn and expand my knowledge. Viator/Trip Advisors 2/8/2016 to 1/22/2020
Tour/Travel Sales and Customer Service Las Vegas, NV Frontline Customer Care for the company both email and phone work. Servicing booking requests, placing reservations by phone, inquiries by email and phone, administration and sales
Communication to Customer Care Manager in relation to all customer care & support issues Use initiative to ensure product information from bookings and assistance requests is up to date Accurate delivery of booking information into various in-house software solutions Maintenance of existing Customer Care tools (databases, manuals, in-house forms) Logging and collating all system and products.
Responsible for email work queues in VRS (Viator’s Reservation System) submitted to our family of websites and will assist in responding to incoming customer service emails. Working with suppliers to negotiate reasonable outcomes for customers Responsible for monthly booking goals through new sales bookings and amendments to existing bookings. Knoah Solutions/Choice Hotels 3/27/2015 to 1/29/2016 Hotel Sales and Customer Service Representative Las Vegas, NV Consistently met and exceeded all performance metrics, to include Conversion sales, Quality Assurance, Average Handle time, Adherence - Book affiliated hotel rooms for customers. Overcome customer objections to obtain the sale and maintain consistent conversion rates. Produce maximum revenues for affiliated hotels by utilizing positive sales and marketing techniques. Represent all affiliated hotels by use of positive communication skills with the customer. Acquires and maintains current knowledge of product, policies, and procedures. Provides services for clients by performing computerized reservations through the general reservation and call forwarding systems.
Assists in handling and/or directing calls for customer satisfaction. Provides services for our marketing partnerships by offering value-added services to our customers. Ability to convert inbound calls into sales and maintain strict conversion rates. Excellent customer-service skills, Good speaking voice; communication clear and concise. Other Skills & Qualifications:
Experience with hospitality and reservation services Customer focus, Detail and solution orientation, ability to cross sell/up sell Strong Interpersonal Skills. Goal-oriented.
Efficient, Courteous, and professional phone manner. Demonstrate ability to successfully learn and utilize the website. Treasure Island Hotel & Casino 8/11/2014 to 02/27/2015 Catering & Banquets Coordinator Las Vegas, NV
Managed quality communication, customer support and product representation for each client. Guaranteed positive customer experiences and resolved all customer complaints. Coordinate Banquet Event Orders for weddings and corporate events on Daylight, guest billings, update spreadsheet, maintain guest files, send out contracts..
MGM Resorts International 09/11/2001 to 08/11/2014 Reservations Agent Las Vegas, NV
Room, Show, Restaurants for 12 Las Vegas Properties handled. Customer Service calls, cross sell, credit charges, invoiced and confirmations
Educational Background
Honolulu Community College Completed 1800
hours in Cosmetology - Licensed with Hawaii State Board of Cosmetology Honolulu, Hawaii Technology:
AS/400 Remote Terminal, Citrix, Microsoft Outlook, Microsoft Word, POS, SVIP Postage Meter, Two-Way Radio Dispatcher, Symposium, Desk View, Daylight, Total View IEX, LMS, Microflex, Sales Force, Chat, Slack Texting
Interests
Completed 1800 hours in Cosmetology, Licensed with Hawaii State Board of Cosmetology, Community volunteering February 2013 to Present - Canyon Ridge Church in Guest Services, Communion Prep References available upon request
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