YOLANDA A LAMBERT

**** * ******** **** #****, Las Vegas NV 89156

Ph: 951-***-****

ads40c@r.postjobfree.com

Professional Summary

Seasoned Customer Service & Travel Counselor with more than 8-20 years of experience in fast-paced Travel Industry & Customer Servicing . Excellent Personal communication and dedication to my clients. With an Excellent rapport with my clients. Also over 2 Years’ Experience as a Fraud Investigator.

Skills

Active Listening Troubleshooting

Customer and Personal Service Sabre/Sabre Script

Time Management Proficient in Quest/Ego system

Computers and Electronics Basic Microsoft Word

Complex Problem Solving Data/Entry/Type 50 Wpm.

Experience

Travel counselor/ AEV Special Service Agent Aug 2010-Present

Travel Impressions - Riverside, CA

Converse with American express customers and agents as an AEV agent to determine

destination, mode of transportation, travel dates, financial considerations, and

accommodations required.

Book transportation and hotel reservations, using computer terminal or

telephone.

Keep records of customer interactions or transactions, recording details of

Inquiries, complaints, or comments, as well as actions taken.

Check to ensure that appropriate changes were made to resolve customers'

problems.

Determine charges for services requested, collect deposits or payments, or

arrange for billing.

Ecomm/Reservation Agent Oct 2007-Jun 2009

Pinnacle Travel/ Travel Impressions - Riverside, Ca

Providing needed modifications to client’s current booked travel vacation

packages.

Booking new travel for Travel agencies as well as direct clients.

Processing credit card payments towards clients travel vacation packages.

Trouble shooting unexpected travel issues such as schedule changes in airline,

wronged book travel plans and modifying to the customers satisfaction.

Fraud Investigator/ Customer Service Representative Sep 2004-Jul 2006

Zappos.com - Henderson, Nv

Investigate fraudulent online orders for shoes and appeals that had been

purchased by consumers.

Verifying information for legitimacy of use of client’s credit cards used to

purchase items online.

Keep records of customer interactions or transactions, recording details of

Inquiries, complaints, or comments, as well as actions taken.

Refer unresolved customer grievances to designated departments for further

investigation.

Education

High School Diploma: General Education Jun 1983

Morse high school - San Diego, Ca

Diploma

Balin Institute Of Technology Apr 1988

Oceanside, Ca Certificate

Contact this candidate