Travel Agent
Resume:
Cheryl Aponte
Cyber Cruise Specialist (Remote)
Mesa, AZ 85207
ady9d4@r.postjobfree.com
Enthusiastic customer service representative with over 25 years of experience and loves working with the public on all levels. I am a highly motivated individual who can create a positive customer experience, by providing professional and efficient telephone support for inquiries, problem resolution, special orders, and process improvement recommendations. Reliable, honest, and conscientious employee who can work under direct or indirect supervision. Able to complete assigned duties efficiently and enthusiastically.
Authorized to work in the US for any employer
Work Experience
Partially Retired
Home
March 2018 to Present
Since March 2018 I have been on SSDI. However, I am at a point in my life that I want to work at a position that is equally beneficial to not only my personal development but also to an employer that is in need of an associate with excellent customer service skills and still open to learning new skills. I am looking for a part-time/flexible remote position and I am also available to start working immediately. Cyber Cruise Specialist (Remote)
Cruise.com - Scottsdale, AZ
September 2017 to March 2018
PURPOSE: Sell cruise vacations, insurance, and other product options to potential customers through inbound/outbound telephone calls/e-mail leads. Closed the sale of a cruise booking, upselling cruise packages to maximize revenue. Met or exceeded minimum monthly sales productivity goals. Worked in TRAVTECH, FUZE, MAX and Dayforce databases.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Answered inbound cruise.com sales calls, inquiries, and customer service calls using Agent Booking Tool TRAVTECH, OVS, Sabre
• Answered callers questions concerning all aspects of cruise vacations and options, closing the sale of a cruise booking, "up selling" cruise packages to maximize revenue.
• Sold Allianz Travel Insurance.
• Provided high levels of service to the customers with professionalism and cruise product knowledge.
• Performed other duties as may be assigned by either the immediate supervisor or senior management. Concierge Travel Specialist
INTERNATIONAL CRUISE AND EXCURSIONS - Scottsdale, AZ November 2015 to March 2017
Home-based inbound Sales Representatives to assist individuals and families in finding dream vacations. I helped USAA and Government Vacation Rewards customers to book all types of travel from rent a car to cruises to land tours. I booked resorts and hotels and I absolutely love helping people, love talking about vacationing and travel, and be driven not only by the team's monthly goals, but also by always delivering outstanding customer service to members. Provided excellent customer service to active duty and retired military to ensure that they had a great experience from the time I got the call to the time they got back home from their vacation. I have worked with a lot of my customers for over 3 years and have built outstanding rapport with them. Was consistently the top producer for the Concierge Team. Trained in GDS, Sabre, Apollo, OVS, Hotel and Resort databases and airline reservations. Responsibilities:
First and foremost, provided excellent customer service to my customers. Consistently worked with my customers and sent them the information they requested and returned their phone calls in a timely manner.
• Offer member consultation on program benefits and product inquiries
• Manage member information completely and accurately for transactional processing
• Work with my team to meet monthly sales, revenue and product goals
• Consistently worked with my customers to ensure that they had the best possible customer service and experience with me as their agent from the point of contact and through the whole process of their vacation.
Personal Vacation Consultant (Cruises)
INTERNATIONAL CRUISE AND EXCURSIONS - Scottsdale, AZ June 2013 to November 2015
Started working and trained for 8 weeks in Membership Outbound Sales and then was offered the opportunity to become HBE (Home Based Employee) taking Inbound calls for RCI and trained for 10 weeks to sell cruises to customers. Then they wanted me to train so I could sell cruises to 3 more brands. Government Vacation Rewards (USAA), Vacation Rewards and Sears Rewards.
• Taking inbound calls from customers that are interested in booking a cruise.
• Build rapport with customers to have them as my client base.
• Working relationship with all cruise lines.
• Trained in the many databases to gather customer information and sell not only cruises but sell insurance and hotels.
• Work directly with my customers to ensure they have a wonderful experience from point of contact through cruise return.
• To maintain ongoing relationships with clients to ensure repeat business.
• Have gotten many customer testimonials on fantastic customer service skills. (Which I can provide if needed)
Guest Services Representative
Hawthorn Suites - Tempe, AZ
February 2008 to 2009
•Responsible for checking in and checking out of guests.
•Answer all calls and transfer to correct guests and departments
•Take reservations over the phone, Internet and agencies.
•Make sure that all guests' needs were met.
•Work on MSI system.
•Work closely with other staff members to ensure guest approval. Lead Customer Care Specialist
Beaudry RV - Chandler, AZ
July 2006 to February 2008
I was hired to trouble-shoot, make necessary changes and ensure that the reception desk was always being used to its fullest potential and projecting a professional image. Responsibilities:
•Supervised up to 5 receptionists at one time at two different locations.
•Came up with effective measures to ensure that all calls were being answered in a timely and professional manner.
•Worked closely with all department managers to ensure that their needs were being met in a timely and effective manner by all receptionists.
•Worked closely with service advisors to ensure that all customer needs were being met and made calls to confirm customer satisfaction.
•Worked closely with all customers to make sure that they were well taken care of and that they were satisfied from point of purchase to time of service calls.
•Did all office supply orders for both locations.
•Ensured that all office equipment was serviced and working at all times.
•Played an important role in all customer relations.
•Worked with frustrated customers and turned them around so that they were satisfied with service. Lead Receptionist
NBBJ ARCHITECTURAL DESIGN FIRM - Columbus, OH
2000 to 2002
Responsibilities:
• Answered all phones calls in a professional and timely manner
• Greeted all guests and vendors.
• Worked with other departments with various projects.
• Helped coordinate with various departments for transportation needs of associates and guests.
• Worked with various departments to coordinate luncheons and parties as needed.
• Scheduled conference rooms as needed via Outlook Lead Corporate Receptionist - Employment Support Assistant COMPUSERVE INTERACTIVE SERVICES/AMERICA ONLINE - Upper Arlington, OH 1989 to 1999
Responsibilities:
• Handled all transportation needs for employees and guests. Streamlined the process for transportation and courier requests by researching and determining which service provided the highest quality at the most effective cost.
• Created and maintained security access card database for employees.
• Frequently planned and organized meetings for employees and customers that involved catering, equipment needs and room reservations.
• Maintained customer relations in a professional and enthusiastic manner. Accomplishments:
• Participated on Human Resources team that developed a more effective employment process. • Worked with Executive Assistants of Sales in planning, organizing quarterly sales school for up to 100 people. • Successfully turned around angry customers and salvaged business and personal accounts. Lead CBX Operator
CompuServe Interactive Services - Upper Arlington, OH 1988 to 1989
Responsible for answering up to 150 calls in one hour and ensuring that all operators were maintaining a professional image for CompuServe.
Accomplishments /Responsibilities:
I was hired to trouble-shoot, make necessary changes and ensure that the CBX Operators were being used to their fullest potential and always projecting a professional image.
• Analyzed workload and performance of staff and implemented new procedures which increased departmental efficiency and improved moral.
• Created company wide employee information manual that served as a resource that saved time and improved efficiency of the CBX operators.
Committed Contract for one year and then Human Resources approached me to become full-time Lead Receptionist where I worked for the next 10 years. Education
High school or equivalent
Skills
• Customer Service
• Customer Care
• Call Center
• Customer Support (10+ years)
• CSR
• Computer Literacy (10+ years)
• Phone Etiquette (10+ years)
• Sales Experience
• Microsoft Office
• Hotel Experience
• Cybersecurity
• Outbound Sales
• Dayforce
• Telecommunication
• Driving
• Recruiting
• Human resources
• Information security
• Windows
• Time management
• Microsoft Excel
• Microsoft Word
• Microsoft Access
• Communication skills
• Amadeus
• Insurance Sales
• Network Security
• Hospitality
• English
Assessments
Call Center Customer Service — Highly Proficient
May 2019
Measures a candidate's ability to demonstrate customer service skills in a call center setting. Full results: Highly Proficient
Sales: Influence & Negotiation — Proficient
December 2019
Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.
Full results: Proficient
Verbal Communication — Highly Proficient
December 2019
Speaking clearly, correctly, and concisely
Full results: Highly Proficient
Call center customer service — Proficient
January 2020
Applying customer service skills in a call center setting. Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
From: srimayi shukla [mailto:ady9d4@r.postjobfree.com] Sent: Wednesday, September 28, 2016 9:45 AM To: Cheryl Aponte <ady9d4@r.postjobfree.com> Subject: Re: My Contact Information To whom it may concern;
I have been doing business with Government Vacation rewards for almost 10 years. However, lately my experience has been less than desirable. Let me begin with saying that I have had a few bad experiences scattered over last couple of years but a few days ago I had booking problems with flight tickets and was disconnected a few times. And last Wednesday I was frustrated with booking a hotel with a price match. After talking to two customer service reps, and another one who flat out said they could not help me. I called back and was connected to Cheryl Aponte, by the time I reached her I was already fuming with anger.
Ms. Aponte answered the phone with a very calm voice and she assured me she would help me out. I was a little reluctant to believe (after my bad experiences) but her pleasant demeanor made it easy to stay with her on the phone. She patiently went through the hotels with me and explained how there were having system issues at the moment. She was on phone with me for a long time trying to fix the issues and get me the best price guarantee (as the site promises). She booked the hotel for me and sent me a confirmation. I was offered savings credit instead of price match. A few days later I decided to check my savings credits and they had not caught up yet. This time I called fully intending to cancel my membership. Ms. Aponte went beyond what most Representatives would do. She said she would fix the issue, which she did and then later called me confirming that everything was taken care of. It is amazing people like her that wants me to keep coming back to Government Vacation Rewards and hopefully renew my membership. I have years of customer service background and I was trainer, team leader, at customer relations at more than one chain store. Sometimes the computer system fails us and it’s no one person's fault but it is the attitude of people like Cheryl Aponte that makes the difference between a one time customer or a repeat customer. Ms. Aponte is pleasant, patient and in every definition a good customer service representative and if you have a training program that she is not already a trainer to the customer service representatives, she should be considered, because she will lead by example. If you have questions or concerns, pls feel free to contact me via e-mail or cell. Thanking you, Srimayi Shukla
From: "brenda neal uroz" <ady9d4@r.postjobfree.com> Date: Apr 23, 2016 10:57 PM Subject: Cheryl Aponte
To: <ady9d4@r.postjobfree.com> Cc:
I have been working with Cheryl Aponte for about three years when I want to book a cruise. Cheryl makes sure that you are very satisfied with what you and her have worked out for your vacation. She is always there anytime I have a question or concern. She puts her whole heart into making sure you have a good vacation and no stress in getting ready for it. She checks with you periodically to make sure nothing has changed or that everything is ready for your trip. My husband and I love to cruise and even though we try to go twice a year there is a lot of things I forget and it is nice to know that you are working with someone who isn't going to get upset with you or lose their temper.
Cheri Aponte goes WAY above and beyond what I would expect anyone to do. And for as long as my husband and I are able to cruise I will use no one else. If I know she is off a day and I need to know something, I either wait until she is back in the office or will shoot her an email. Thank you Brenda Uroz
From: Jamie Glass
Sent: Monday, April 25, 2016 5:53 PM
To: Team Glass <ady9d4@r.postjobfree.com>
Cc: Tom Hicks <ady9d4@r.postjobfree.com>; Anthony Borrelli <Anthony. ady9d4@r.postjobfree.com>
Subject: FW: Cheryl Aponte Compliment
Great Job for all of your Hard work Cheryl!
From: Chekema Jones [mailto:ady9d4@r.postjobfree.com] Sent: Monday, April 25, 2016 7:42 AMTo: Testimonials Subject: Cheryl Aponte
Good morning!
I just wanted to display my appreciation to one of your employees, Cheryl Aponte A.K.A. Cheri. She has helped me out tremendously through this entire process of booking my reservation. Since October, I have added reservations, changed names, changed card numbers and requested a lot more help than anyone can imagine and Cheri stuck it out with me through the whole thing. Not only was she patient and kind but she was always willing to help and give me the information I needed immediately. I cannot ask for a better experience in booking my first cruise because Cheri made this transition as smooth as humanly possible and I truly appreciate her for that. Thank you again Cheri, you're awesome!
-Kema :)
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