Ticket Agent Customer Service

Giselle Ballester

Port Saint Lucie, FL ***** • 1-561-***-**** • *******.*********@*****.***

Professional Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Personable CSR offering 2 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Proactive representative with expertise delivering support services, resolving customer complaints and managing customer's payments. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation. listening and speaking skills. Understands and utilizes sales, merchandising and marketing skills. Skills

Creative Problem Solving

CRM Software

Courteous with Strong Service Mindset

Verbal and Written Communication

Order and Refund Processing

Multitasking and Prioritization

Customer Data Confidentiality

Building Customer Trust and Loyalty

Customer Retention Strategies

Issue and Complaint Resolution

Responding to Difficult Customers

Calm and Professional Under Pressure

Efficient and Detail-Oriented

Database Management

Understanding Customer Needs

Upselling Products and Services

Patient and Empathetic

Regulatory Compliance

Document and Records Management

Sales Quota Achievement

Invoice Preparation and Processing

Inter-Department Collaboration

Work History

CSR /Agent Insurance, 01/2021 to Current

Estrella Insurance Agency – Port Saint Lucie, FL

Offered advice and assistance to customers, paying attention to special needs or wants. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Responded to customer requests for products, services and company information. Answered constant flow of customer calls with minimal wait times. Provided primary customer support to internal and external customers. Recommended products to customers, thoroughly explaining details. Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.

Collected customer feedback and made process changes to exceed customer satisfaction goals. Cultivated customer loyalty, promoted repeat business and improved sales. Developed community reputation through commitment to customer satisfaction and strong client relationships.

Ticket Agent, 02/2018 to 05/2020

International Airport West Palm Beach – West Palm Beach, FL Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.

Directed passengers to correct loading gates or areas for departures and connections. Gathered supporting documents to complete end-of-shift reporting and explain discrepancies. Sold flight tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes.

Investigated complaints to define and correct weak areas. Input customer reservations, payment sources and contact details into Sabre system. Updated schedule monitors, information boards and used PA system to convey current information to customers.

Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.

Prepared customer invoices, accepted payments and processed refund and cancellation requests.

Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.

Education

GED: 02/2017

Jose Maria Vargas University - Hollywood, FL

GED: 05/2006

La Colina - Cuba

Relevant Coursework: C & A

Professional Development

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