Customer Service Representative
Resume:
Lori Toney
*********@*****.***
**** ******** ****** *******, **
48206
Objective: To find an interest in an expanding and growing company. I would like to use my customer service skills that I have obtained over these years at Hawaiian Airlines.
I have the ability to multi-task, very reliable, go getter and always willing to go above and beyond my normal duties to succeed perfection.
Experience:
Senior Operations Specialist
Carecentrix March 2021 to Current
•Use the DLP to complete the ODAG Report in Queue Manager and SharePoint
• Reviewing DLP and sharing best practices with team.
• Ensures that the finished product is always of the highest quality.
• Always makes service excellence a top priority with every completed task/assignment,
• Go the extra mile, gives extra effort to meet service commitments.
• Taken lead is sever WebEx training classes, helping her team members.
• Work with new employees to train and assist with learning ODAG processes.
• Motivating the team and keeping them focused and enthusiastic as we experience changes, increased volume and increased responsibilities.
• Maintain accuracy throughout the year and achieve KPI requirements
Customer Service Representative March 2013 to Oct 2022
Hawaiian Airlines Las Vegas, NV
• Ticketing using Sabre operating system
• Checking-in passengers and baggage
• Creating reservations and ticketing of passengers
• Giving information and promoting sales to passengers
• Accounting for cash and charge transactions
• Auditing and correcting of sales reports and cash receipt summaries
• Verifying fare and rate changes on tickets, air bills and excess baggage receipts
Customer Service Agent August 2016 to March 2021
Hotel Connections, Miami, FL
• Receive inbound inquiries to source hotel, transportation and travel needs of clients
• Ensure reservations' consistency and execution between multiple systems and channels utilized in the booking process
• Obtain, evaluate, and provide accommodations according to client guideline, requirements and SOPs
• Effectively utilize all customer service tools and technology to process, track and reports transaction including AIMS-BMS as the airline tool to monitor and complete requests
• Professionally respond to all clients and/or vendors and escalate issues, complaints or service disruptions according to procedures,
• Continually update and maintain company database with client transactions
• Provide continual feedback on customer service processes and procedures to improve SOPs and training processes
• Interact with internal departments
• Support other duties/projects as needed
Employment Specialist October 2014 to August 2016
Phillips and Associates, Fairfield, CA
• Interfaced with clients requiring staffing services to determine number of hires, salary, positions, and job descriptions for short-term and long-term temporary employees
• Sourced resumes to select best qualified candidates and interviewed candidates to better assess qualifications and ascertain personality, personal character, and work ethic
• Validated applicants' references and communicated with previous employers to qualify capabilities and verify work history
• Followed up with clients to evaluate temp employee performance and
Client satisfaction
Office Manager/Tax Specialist December 2012 to February 2015
Naderi Tax Services Fairfield, CA
• Trained all new employees
• Prepared current tax years
• Amended previous year returns
• Answered phones and helped all clients in need.
• Only a seasonal Position
Tax Preparer/Receptionist December 2005 to April 2012
Jackson Hewitt Tax Services, Chico, CA
• Prepared Income Taxes for 2005 year
• Prepared income taxes for 2003 and 2004
• Amended previous year returns
• Answered phones and helped all clients in need
(Seasonal position)
Sales/Technician April 2010 to June 2012
Sprint Chico, CA
• Provided customer service
• Repaired cell phones
• Answered phones
• Helped all customers in need of cell service and phone issues
Education:
Armijo High School Fairfield, CA Diploma 2001
• Graduated from Armijo High with a GPA of 3.7
College: Butte College Oroville, CA Graduated May 2010 in Social and Behavioral Sciences
Chico State University, Chico, CA Graduated May 2012 in Child
Development and Liberal Studies
H & R Block Chico, CA
• Received Tax Preparation Certificate November 21, 2005
• Licensed, Bonded and Registered through the California Tax Education
Council. I have over 9,000 data entry keystrokes and 59 WPM as approved by the Unemployment office.
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