Kelly Wilson

Strong communicator seeking an at-home call-center position.

Signal Hill, CA 90755

adtyg2@r.postjobfree.com

+1-562-***-****

Authorized to work in the US for any employer

Work Experience

Corporate Travel Counselor

American Express Global Business Travel - Los Angeles, CA November 2019 to September 2022

Booked flights, hotels, and rental cars via phone and e-mail for both corporate and leisure clients utilizing the Sabre 360 GDS application. Consistently rated high in customer-satisfaction surveys. Responsible for assisting clients in distress while traveling domestically and abroad, e.g., helping a family stranded at an airport after missing a connecting flight, or negotiating with facility management when someone checking into a hotel reports that the facility has no record of the reservation, etc. Travel Counselor

American Express Platinum Travel - El Segundo, CA

July 2018 to June 2019

Fielded high volume of inbound calls from American Express Platinum Card Members wishing to book flights, lodging, and transportation. Helped clients with billing disputes and complaints. Assisted clients in emergency situations while lending a compassionate ear. Consistently received the highest score possible for overall customer satisfaction. Fully IATA certified. Administrative Assistant

Long Beach Rescue Mission - Long Beach, CA

March 2016 to March 2018

• Oversaw receptionist area, greeted visitors and responded to inquiries from individuals, partnering businesses, as well as government agencies.

• Offered administrative support and helped direct the efforts of the corporate office which administered to multiple facilities and civic responsibilities.

• Assisted management by fielding telephone calls, filing, data entry and report generation. Telemarketer

Nationwide Business Resources - San Diego, CA

September 2015 to January 2016

• Contacted and qualified customers then presented opportunities tailored to their specific needs and created appointments and sales opportunities, increasing company revenue.

• Worked in a fast-paced, production-based environment in which I constructively resolved consumer issues, documented complaints and retained customer loyalty.

• Offered friendly, enthusiastic service that consistently exceeded expectations.

• Aided in the resolution of network-printing issues. Marketing Associate

Competitive Edge Research and Communication - San Diego, CA March 2015 to July 2015

• Generated a high-volume of outbound calls, documented detailed responses to company survey questions.

• Consistently exceeded department quotas and company goals in both quantity and quality performance measures.

• Organized office and performed data correction, data entry and data analysis of organizations key metrics.

Telephone Interviewer

Field Research Corporation - San Diego, CA

December 2003 to May 2005

Conducted numerous telephone surveys with respondents along a wide range of subjects, including data acquisition for the nationally renowned Field Poll. Received Highest New-Hire Production Rate award in 2004. Radio Dispatcher

Westec / Edison Security Services - Santa Monica, CA November 1998 to May 2001

Over-the-air dispatching of armed patrol officers to residential and commercial alarm activations received electronically via proprietary computer system. Heavy multi-tasking and prioritizing of inbound emergency calls, fielding of radio traffic, and following supervisor's directives. Frequent telephonic interactions with celebrity and other high-profile clients. Ensured that our residential and commercial clients received the best possible customer service. Incident-report generation. Education

General Studies

Redondo Union High School - Redondo Beach, CA

September 1991 to June 1995

Skills

• Customer Service (8 years)

• Organizational Skills (10+ years)

• Receptionist (2 years)

• RETAIL SALES (Less than 1 year)

• Training (Less than 1 year)

• Microsoft Word, Excel, PowerPoint (10+ years)

• Marketing

• Administrative Assistant

• Outlook (10+ years)

• Sabre (3 years)

• Telemarketing (3 years)

• Cold Calling (3 years)

Languages

• Spanish - Intermediate

Certifications and Licenses

Digital & Analog Electronics Basics

Present

Obtained from the Southern California Regional Occupational Center in 1995. Accredited Travel Agent

July 2018 to January 2020

IATA certification

Additional Information

Dedicated and focused individual who excels at prioritizing and completing multiple tasks simultaneously to reach project goals. Proven track record of handling a high-volume of calls from colleagues, clients and potential customers. Skilled at qualifying customer's needs and has an in- depth understanding of the functions and responsibilities necessary to effectively manage customer relationships.

Core Competencies

• Interpersonal Communication • Type 100+ WPM • Organizational Skills

• Training and Development • Meeting Support • Complaint Resolution

• Customer Service • Administration • Record Keeping

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