Customer Service Reservation Agent
Resume:
Bernice Robinson
Atlanta, GA
**********@*****.***
Focused customer service professional/certified travel consultant skilled in lead generation, customer relationship development, sales and corporate travel. Accomplished in providing unsurpassed support to demanding customers. Offering 20 years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations. Authorized to work in the US for any employer
Work Experience
Senior Agent Travel - Internal Support
Bakkt, LLC - Alpharetta, GA
August 2021 to Present
Travel Agent to Wells Fargo Reward account holders. Create all domestic/international travel services including air, car, and hotel reservations. Process exchanges, refunds and voids. Create custom bookings as well as processed payments with accrued reward points and or credit cards. Assisted with training of all facets in the travel industry.
Customer Resolution Supervisor
AmeriGas/UGI- Remote - Charlotte, NC
June 2020 to August 2021
Interact directly with potential and new existing customers. Worked to provide a quality experience in every step of the customer's journey resulting in increasing customer satisfaction and account retention for the company. Assisted customer increase order processing modifications to account information and handling of customer complaints and help with resolutions. followed up on customer case utilizing our customer relationship management system to ensure customer inquiries and request our handle completely and in a timely manner.
Customer Service/SMB Sales Exe
Spectrum Charter Communications - Charlotte, NC
September 2019 to June 2020
Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention. Facilitated inter-departmental communication to effectively provide customer support. Increased efficiency and team productivity by promoting adherence to operational best practices and company. Described and explained details about Phone, Internet and Mobile options to inform customers and guide purchasing decisions. Developed and executed targeted relationship and account development strategy. Used consultative sales approach to understand customer needs and recommend relevant offerings. Corporate Travel Consultant
BCD Travel - Atlanta, GA
July 2018 to October 2019
Organized details for corporate and business trips, including booking transportation and coordinating schedules for conferences and meetings.
Booked travel tickets, including air, rail, hotel, car and alternate ground transportation. Applied fare rules equitably to effectively meet needs of diverse business clients. Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings. Responded to clients' questions, issues and complaints and implemented appropriate solutions. Billing Customer Service Representative
Comcast - Stockbridge, GA
February 2017 to March 2019
Communicated intermediate account information to the customer with focus on collecting the delinquent customer balance, while ensuring first-call resolution for inbound calls. Accurately calculates and communicates fees, one-time charges, and/or recurring monthly fees. Explains billing cycles, processes, and prorates to ensure that customers understand their statements. Corrects discrepancies on customers' billing statements and researched customer billing situations as necessary. Utilizes established escalation procedures to expedite prompt resolution. Negotiated on every call in an attempt to satisfy delinquent customer balances. Multitasked between multiple tools and systems and applied information, knowledge and resolution to the customers' situations. Reservation Agent
Delta Air Line - Atlanta, GA
April 2010 to July 2017
Created and booked over 100 reservations per a 80 hour schedule. Processed reservations, coordinated stand-bys and monitored cabin availability. Issued travel and hotel vouchers for passengers on overbooked and canceled flights. Responded politely and professionally to passenger complaints regarding ticketing and baggage handling. Create a memorable experience for customers by answering their calls in an efficient, courteous, and accurate manner while meeting all Delta and Department of Transportation (DOT) compliance requirements. Presented strong verbal and written communication skills while bring along sales and customer service experience. Practice safety- conscious behaviors in all operational processes and procedures. Education
Associate in Medical Billing & Coding Specialist
College of New Rochelle
2006
Skills
• Brand Development
• Problem solving ability
• Deadline-oriented
• Proficient with Microsoft Office Suite
• Data Entry
• Travel
• Medical Billing
• Medical Terminology
• Payment Processing
• Apollo GDS master
• ConCur Travel mastery
• Quality assurance
• Customer Service
• Call Center
• Customer Relationship Management
• Medical Coding
• CPT Coding
• ICD-9
Certifications and Licenses
GDS Proficient
Assessments
Customer Focus & Orientation — Highly Proficient
February 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Work style: Conscientiousness — Expert
March 2020
Tendency to be well-organized, rule-abiding, and hard-working Full results: Expert
Customer focus & orientation — Highly Proficient
February 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Customer service fit — Proficient
March 2021
Measures the traits that are important for high-quality customer service. Full results: Proficient
Sales skills — Familiar
February 2020
Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.
Full results: Familiar
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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