Sales Representative Customer Service

682-***-****/ ***********@*****.***

Career oriented Sales Professional . Unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Proven success leading, training and motivating peers. . A team leader able to make decisions quickly with minimal guidance. Detail oriented and organized with experience using Microsoft Outlook, Office, Word, PowerPoint and Excel.

A successful career with AA in various roles with increasing responsibilities. Received several recognition Awards.

August 1988- September 2008 / April 2015- June 2020

EMPLOYMENT

AMERICAN AIRLINES

Sales Support/Ticket Redemption & AirPass (2016 – present)

• Handles the redemption of award letters offered to travel agents, contractors, promotional prizewinners for space available travel.

• Create and process the AirPass product and contracts.

• Provide customer service to elite customers.

Home Based Reservations Representative (2015 – 2016) International/Domestic

• Sold American Airlines service to prospective customers by answering incoming calls and assisting customers in reaching satisfactory solutions to their travel-related needs.

• Apply sales techniques while providing schedules, fare and flight information while providing superior customer service.

Premium Services Representative (2001 – 2008)

• Provided enhanced Concierge Services within DFW lounges such as destination features, special events, restaurant recommendations, cars, hotels and sightseeing

• Consistently delivered extraordinary customer service in a positive, enthusiastic courteous and friendly manner to any visiting member of guest. Took initiative to proactively prevent customer service failures and be observant for service deficiencies.

• Remained current on applicable AA products, services, features and marketing promotions and participated regularly with various internal departments and help to support and deliver their goals and initiatives.

• Promoted Admirals Club/American services and products to members and guests and identified potential new business involving corporate and leisure guests and referred leads to sales and/or marketing.

• Performed comprehensive domestic and international ticketing functions, day of and future date ticketing in Sabre

• Managed guest needs during off-schedule operations, including rerouting travel itineraries

• Engaged in rigorous hospitality and service training

Revenue Management Yield Analyst (1999 – 2001)

• Interacted with IOC, airports, reservations, and sales offices to resolve inventory related operational problems and issues.

• Assisted with rerouting passengers due to over sales, flight cancellations, delays and other off schedule operations.

• Developed strategies to minimize revenue impact of off schedule operations by adjusting flight inventory levels.

• Acted as Miami Hub Coordinator and participated in weekly conference calls with Miami Airport to provide detailed information pertaining to the upcoming weeks load factors.

International Departure Coordinator (1997 –1999)

• Coordinated between all functional areas to assure on time international flight departures. DFW Airport

• Insured all International flights were provisioned with all in-flight cabin products, passenger service items, catering, and duty free items.

• Coordinated and assisted gate activities with passenger service, tower, ramp, aircraft maintenance, crew members and special services.

• Completed preflight paperwork. Provided detailed reports to upper management regarding International flight delays.

• Participated in ad hoc assignments relating to International products and services.

Meetings and Conventions Team Lead (1995 – 1997)

• Provided Meeting Services Representatives with application procedures and training. Translated contract terms and conditions. Answered questions regarding convention and group contracts of 10 or more passengers.

• Handled all supervisor calls and resolved issues.

• Monitored and trained peers for quality assurance.

Vacation Sales Representative (1990 – 1995)

• Responsible for the sale of American Airlines Fly AAway Vacation packages to prospective customers and travel agents by answering incoming calls and assisting with their vacation needs. Provided hotel descriptions, car rental information, and destination details to ensure customer satisfaction.

• Applied sales techniques while providing schedules, fare/flight information to customers in a timely manner.

• Consistently exceed sales goals.

General Sales Representative (1988 – 1990)

• First point of contact; received incoming customer calls and assisted with flight reservations.

• Placed outgoing calls to passengers to advise of schedule changes, cancelled or delayed flights or to reconfirm future reservations.

• Handled and/or escalated customer issues promptly with favorable resolution ensuring customer loyalty.

SOURCE ONE TRAVEL 2014

Travel Agent

• Provided well-informed, appropriate advice to clients about where and when to travel based on their needs.

• Arrange flights, hotels, car rentals, cruises, tours.

• Advised clients on travel documents, e.g. visas and passports.

• Kept clients up to date with any changes. Issue/Reissue tickets. Native Sabre

• Handled and resolved all complaints and/or refunds.

CAPITAL ONE TITLE 2013

Escrow Assistant

• Adhered to complex and regulated processes, rules and procedures.

• Provided guidance to customers; answered questions and solved problems.

• Gathered client and financial information, handled funds, entered data and responded to information requests.

• Prepared, assembled and delivered escrow documents to Escrow Officer at closings.

• Used discretion and confidentiality when dealing with private and sensitive information.

• Maintained files, created correspondence and organized paperwork.

EDUCATION Fayetteville Technical College 1986-1988

o Associates Degree in Business Administration

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