Customer Service Call Center
Resume:
PROFESSIONAL
SUMMARY
SKILLS
PATRICK CAVANAGH
BURLINGTON, WI 53105 262-***-**** ***********@*****.*** WWW: BOLD PROFILE
Adept at creating customized travel packages and streamlining operations, I leveraged my strong communication skills and GDS knowledge at Aveon Travel to enhance client satisfaction and operational efficiency. My expertise in itinerary planning and exceptional customer service led to a significant increase in repeat business, demonstrating my ability to foster lasting client relationships and drive company success.
Strong Communication Skills
GDS knowledge
Hotel Accommodations
Travel research
Exceptional customer service
Travel Arrangements
Advanced itinerary planning
Itineraries
Administrative tasks
Overseas tours
Documentation preparation
Retail Sales
Social Media
Mentoring and training
Expert destination knowledge
Global destinations
Regulations and compliance
Marketing
Company Branding
Special needs travelers
Client amenities
Company guidelines and
procedures
Relationship Management
Team Oversight
Client Relationship Building
Itinerary Planning
International and Domestic
Travel
Corporate Travel
Relationship Building
Travel Planning
Customer Inquiry and
Response
Customer Service
Payment Processing
Microsoft Office
Cancellation Policies
Reservation software
Tour Package Sales
Client Records
Travel Package
Documentation
Cash Handling
Travel Destination Advice
Employee Training
Data Entry
Customer Referrals
Basic Mathematics
Transportation Booking
Business Development
Loyalty Programs
Event Planning
Emergency Response
WORK HISTORY
Client Relations
Client Consultations
Reservations Management
Service Promotion
Locale Research
Critical Thinking
Active Listening
Customer Survey Creation
Special Needs Travel
Travel Brochure Dissemination
Contract Negotiation
Customized Travel Package
Needs Assessment
Teamwork and Collaboration
Problem-Solving
Time Management
OCTOBER 2010-FEBRUARY 2017
Driver-Trainer Joghnys Wrecker Service San Antonio, TX Identified driver training needs to make recommendations to manager.
Developed tailored training programs for individual drivers, addressing specific areas of improvement.
Evaluated driver performance through ride-alongs, providing constructive feedback for continuous improvement.
Facilitated effective communication between drivers, dispatchers, and management, promoting a cohesive team environment.
Enhanced driver safety by conducting thorough training sessions on defensive driving techniques.
Reduced accident rates within the company through
comprehensive driver education and evaluation.
Contributed to the development of company-wide safety initiatives by sharing insights gained through hands-on training experiences with drivers.
Maintained regulatory compliance documentation to promote safety and compliance culture.
Taught drivers how to drive, shift and back up trucks. Maintained accurate records of driver certifications, licenses, endorsements, and other required documentation for regulatory compliance purposes.
Established a positive learning environment, fostering open communication between trainers and trainees.
Collaborated with supervisor of transportation to discuss department needs and goals.
Evaluated performance of assigned personnel and provided corrective actions of trainees during simulator training. Provided detailed reports on driver progress to management, supporting informed decisions regarding staffing needs and promotions.
Collaborated with management to identify areas of
improvement and develop targeted training initiatives. Coordinated training programs and curriculum to train drivers on Type transportation.
Scheduled safety meetings and briefings with transportation supervisor.
Supported retention efforts by recognizing and rewarding driver achievements, fostering a positive and motivating work atmosphere.
Coordinated all company and regulatory paperwork.
Conducted total of Number miles of training with each driver. Instructed on important Type regulations and company policies. Improved fleet efficiency through regular vehicle inspections and maintenance scheduling, optimizing vehicle use. Conducted test screenings for driver candidates and tabulated results.
Scheduled mileage readings for reporting to accounting office and vendors.
Contributed to incident reviews and investigated field occurrences to report to supervisor.
Tracked daily driver logs to comply with regulatory standards. Developed and implemented training materials and course updates.
Assisted with scheduling of repairs, fleet levels monitoring, driver assignments and preventive maintenance.
Partnered with local schools to provide informative presentations on safe driving habits and career opportunities in transportation services.
Led by example, demonstrating exemplary driving and instructional skills that inspired trainees.
Navigated challenges of adapting training methods to diverse range of vehicles, enhancing driver adaptability.
Tailored training sessions to address specific needs of drivers, resulting in improved job satisfaction and performance. Conducted in-vehicle and classroom instruction for new drivers, improving their road awareness and driving skills. Implemented tracking system for driver progress, facilitating targeted support and interventions where necessary. Empowered drivers with knowledge of emergency response procedures, significantly improving preparedness for unforeseen events.
Enhanced safety protocols by leading comprehensive driver training sessions, emphasizing defensive driving techniques. Addressed individual learning styles in training approaches, maximizing engagement and retention of information. Coordinated with management to align training objectives with organizational safety goals, leading to enhanced compliance. Facilitated workshops on customer service and communication for drivers, boosting professionalism and customer satisfaction. Developed customized training materials, contributing to more engaging and effective learning experience for trainees. Initiated mentorship program, pairing experienced drivers with newcomers for real-world learning.
Achieved significant reduction in incident rates among trained drivers by focusing on hazard recognition and avoidance strategies.
Streamlined onboarding process for new hires, integrating practical road tests and evaluation metrics.
Contributed to development of award-winning driver safety program, recognized for its innovative approach and outcomes.
Boosted driver confidence with hands-on guidance, ensuring thorough understanding of vehicle operation and
maintenance.
Met training needs with well-organized, factual programs based on contemporary requirements.
Supervised and monitored students' use of tools and equipment. Performed instructional services for Type and Type vocational and occupational subjects.
Maintained laboratory with equipment, tools and supplies to meet course needs.
NOVEMBER 2003-SEPTEMBER 2007
Leasing Manager San Antonio Housing Authority San Antonio, TX Collected, completed, and processed lease applications. Built strong relationships with clients through exceptional customer service, resulting in increased lease renewals. Developed marketing strategies to attract new tenants, ultimately improving occupancy rates.
Optimized unit turnover times by working closely with maintenance staff to prioritize repairs and cleaning tasks. Established key relationships with potential leasers and renters. Managed daily and weekly marketing and leasing plans. Mentored new leasing agents, providing guidance on industry best practices and improving overall team performance. Explained terms of lease and amounts to be paid to tenants. Worked with property managers to maintain market readiness and facilitate smooth transitions.
Managed lease agreements from inception to termination, ensuring legal compliance and minimizing potential disputes between parties.
Organized and hosted community events, fostering a positive living environment for tenants.
Collaborated with maintenance teams to address property upkeep, enhancing overall appearance and functionality of units.
Conducted comprehensive market research to maintain competitive pricing and ensure maximum profitability for property owners.
Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution. Created and submitted daily reports on leasing activities. Increased tenant satisfaction by addressing concerns promptly and effectively resolving issues.
Trained leasing professionals on regulatory requirements, company policies, and office procedures.
Prepared detailed financial reports for property owners, ensuring transparency and accuracy in all transactions.
Assisted property managers with budget preparation and expense tracking, optimizing resource allocation across the entire portfolio of managed properties.
Coordinated move-in logistics for new residents, easing their transition into their new homes while maintaining a smooth workflow within the office environment.
Created, coordinated, and engaged in marketing campaigns. Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants. Monitored performance of individual leasing agents and coached on successful strategies.
Negotiated favorable contract terms with vendors, reducing expenses for property management companies.
Enhanced company reputation as a leader in the industry through consistently delivering outstanding customer service. Supervised leasing teams across multiple locations while maintaining overall operational efficiency at each site. Streamlined the leasing process for efficiency by implementing an online application system.
Boosted tenant retention rates with proactive communication strategies designed to foster long-term relationships. Implemented innovative advertising campaigns to showcase available properties, attracting prospective tenants more efficiently than competitors'' methods.
Analyzed trends in the rental market to predict future growth opportunities and develop strategic plans accordingly. Engaged with local businesses for partnership opportunities, enriching tenant living experience and community involvement. Negotiated favorable terms with vendors for property maintenance services, ensuring cost-effectiveness and high-quality standards.
Initiated digital transformation, moving paper-based processes to secure online platform, enhancing data accuracy and accessibility.
Organized and hosted open house events, significantly increasing prospective tenant engagement.
Led negotiations for lease agreements, securing favorable terms while meeting needs of both property and prospective tenants. Fostered culture of continuous improvement among team members, encouraging innovation and best practice sharing. Coordinated tenant move-in and move-out processes, ensuring smooth transitions and maintaining high levels of tenant satisfaction.
Coordinated with property management teams to ensure compliance with all local, state, and federal regulations, maintaining high compliance rate.
Implemented energy-efficient upgrades, contributing to greener community and reducing operational costs.
Developed tenant referral program, leveraging existing relationships to increase occupancy.
Spearheaded community engagement initiatives, fostering positive living environment and boosting tenant retention. Enhanced property visibility by crafting and executing targeted marketing campaigns.
Improved lease documentation processes, reducing errors and improving tenant onboarding experience.
Facilitated training programs for leasing agents, elevating team performance and efficiency.
Streamlined lease renewal processes, significantly reducing tenant turnover rates.
Increased tenant satisfaction by implementing comprehensive feedback system for prompt resolution of issues.
Conducted detailed market analysis to inform strategic pricing, enhancing competitiveness and occupancy rates.
Optimized use of property management software, improving operational workflows and tenant communication.
Conducted regular property inspections to identify and address maintenance issues proactively, maintaining high standards of property condition.
Analyzed competitor offerings and market trends to adjust leasing strategies, ensuring competitive edge.
Implemented and enforced policies and procedures to maintain properties to highest standards.
Collected and maintained careful records of rental payments and payment dates.
Communicated effectively with owners, residents, and on-site associates.
Coordinated appointments to show marketed properties. Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
Kept properties in compliance with local, state, and federal regulations.
Conducted regular inspections of both interior and exterior of properties for damage.
Completed annual rent calculations using housing database software.
Delivered emergency 24-hour on-call service for tenants on building issues.
Responded to Common Area Maintenance (CAM) inquiries. Maximized rental income while minimizing expenses through effective planning and control.
Monitored and tracked payments and expenses, providing timely and accurate financial reports.
Planned special events such as lotteries, dedications and project tours.
Generated professional networks by engaging in professional, industry and government organizations.
Generated leads for sales and rental properties through cold calls and referrals.
Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
Investigated property owners and researched current mineral rights details by reviewing hardcopy and digitized records. Consulted with landowners to obtain mineral access rights and promote drilling operations on private land.
Developed annual operating budgets and forecasts, as well as sales and marketing plans.
AUGUST 2003-OCTOBER 2006
Chief Manager Cantu Services San Antonio, TX
Enhanced company performance by streamlining processes and improving efficiency in daily operations.
Spearheaded major projects from inception through
completion, consistently meeting deadlines while staying within budget constraints.
Oversaw the development of innovative products or services, positioning the company as an industry leader.
Facilitated change management efforts, successfully guiding the organization through periods of transition while minimizing disruption to operations.
Collaborated with cross-functional teams to optimize workflow processes, increasing overall productivity rates.
Championed a culture of continuous improvement within the organization by promoting best practices and encouraging employees to seek out innovative solutions to challenges faced daily.
Negotiated contracts with vendors, securing favorable terms that resulted in cost savings for the organization. Optimized resource allocation, ensuring efficient use of personnel, materials, and equipment in achieving objectives. Conducted comprehensive financial analysis to inform decision- making processes at both tactical and strategic levels. Evaluated departmental performance metrics regularly to identify areas for improvement and implement corrective actions as needed.
Monitored competitor activity closely, using insights to devise strategies for maintaining a competitive edge in the industry. Improved communication across departments, fostering collaboration and enhancing overall operational effectiveness. Directed marketing efforts leading to increased brand awareness and a growing customer base.
Implemented effective training programs to enhance employee skills and improve overall job satisfaction.
Increased revenue generation by identifying new business opportunities and expanding existing client relationships. Managed a team of professionals to achieve organizational goals and maintain high productivity levels.
Established strong relationships with key stakeholders, ensuring timely delivery on projects and customer satisfaction. Led successful cost-saving initiatives, reducing expenses while maintaining quality standards.
Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives. Provided strong leadership to enhance team productivity and morale.
Implemented and developed operational standards, policies and procedures.
Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches. Reviewed and analyzed reports, records and directives to obtain data required for planning department activities. Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements. Executed appropriate staffing and budgetary plans to align with business forecasts.
Held monthly meetings to create business plans and workshops to drive successful business.
Consolidated vendors and renegotiated contracts to optimize costs.
Evaluated hiring, firing, and promotions requests. Ordered new equipment and inventory and scheduled repairs for damaged equipment.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions. Identified and communicated customer needs to supply chain capacity and quality teams.
Developed detailed plans based on broad guidance and direction.
Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets. Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Established team priorities, maintained schedules and monitored performance.
Defined clear targets and objectives and communicated to other team members.
Assisted in organizing and overseeing assignments to drive operational excellence.
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills. Successfully managed budgets and allocated resources to maximize productivity and profitability.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Set aggressive targets for employees to drive company success and strengthen motivation.
Leveraged data and analytics to make informed decisions and drive business improvements.
Launched quality assurance practices for each phase of development
Streamlined and monitored quality programs to alleviate overdue compliance activities.
JANUARY 1999-DECEMBER 2004
Grounds Men Pajens Lawn Care & Rock Gardening San Antonio, TX
Maintained equipment functionality with regular checks, cleaning, and minor repairs as necessary.
Collaborated effectively with fellow groundsmen to complete projects efficiently and maintain high-quality standards. Boosted safety on the property by identifying potential hazards and promptly addressing them.
Used shears, pruners, and chainsaws to prune and trim hedges and shrubs.
Maintained grounds by trimming, weeding, and general clean-up.
Collaborated closely with supervisors on special projects requiring additional expertise or manpower, contributing to overall team success.
Consistently met project deadlines through effective time management skills for both individual assignments and team efforts.
Improved overall grounds appearance with regular mowing, weeding, pruning, and edging tasks.
Provided exceptional customer service to visitors on the premises while attending to their inquiries or concerns about the grounds.
Completed timesheets and project reports on time to maintain client files for future reference.
Enhanced visibility and improved tree and bush shape through intentional pruning.
Upheld company reputation by adhering to all safety guidelines and regulations during daily tasks.
Diagnosed problems with equipment and performed regular maintenance for long-term functionality.
Removed weeds, hazards, and debris from common pathways to improve usability.
Designed programs for landscape maintenance, pest
management, composting, and other related topics.
Enhanced landscape aesthetics by maintaining the cleanliness and health of plants, trees, and lawns.
Worked with customers to develop designer landscaping plans for various budgets.
Identified opportunities for improvements within the grounds area through consistent evaluation of current conditions. Maximized efficiency in task completion by utilizing appropriate tools and techniques for each job.
Planted bulbs, trees, bushes, and flowers for residential and commercial clients.
Installed stonework according to landscape design plan and client specifications.
Ensured adherence to seasonal schedules regarding planting cycles, fertilization treatments, or other relevant tasks that impact overall grounds care quality yearround.
Designed and drafted planting plans for formal gardens and perennial flowerbeds.
Identified plant diseases and researched methods for mitigation. Installed underground sprinkler systems to provide grass and gardens with adequate water supply.
Maximized water conservation, checking sprinkler spray angles and testing digital controller performance.
Rearranged planting beds and flower gardens seasonally. Educated employees and members of public on plant biology and health.
Created striking landscape designs, applying years of diverse industry knowledge.
Used trimmers and chainsaws for grounds maintenance, brush clearing, and tree removal and thinning.
Removed tree stumps, roots and debris for cohesive landscape appearance.
Removed debris and waste from outdoor areas.
Performed equipment maintenance and repairs to keep tools functional for projects.
Cut trees and shrubs to shape and maintain landscape. Trimmed greenery, shrubs, and hedges to maintain uniform appearance.
Utilized power tools and landscaping machines to maintain outdoor areas.
Monitored and evaluated condition of trees, shrubs, lawns and flowerbeds.
Developed and maintained efficient irrigation system for outdoor areas.
Coordinated with other landscaping professionals to improve outdoor areas.
Collaborated with gardeners to plan and design outdoor spaces.
Developed and implemented strategies for water conservation. Applied fertilizers and pesticides to outdoor areas according to safety standards.
Assisted with irrigation system maintenance and repair. Maintained gardening tools by replacing blades and fluids. Inspected gardens for pests, weeds and diseases.
Utilized lawn striping methods for healthy grass growing and appearance.
Prepared soil for planting and sowing.
NOVEMBER 2000-NOVEMBER 2003
Apartment Leasing Agent Apartments Solutions San Antonio, TX Managed move-in and move-out processes efficiently, minimizing vacancies by coordinating unit turnovers quickly and effectively.
Collected monthly rent payments and other fees, always properly recording, and processing money.
Resolved conflicts between tenants regarding noise, encroachments, and parking.
Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution. Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues in a timely manner. Streamlined leasing processes by implementing efficient record- keeping methods, ensuring accurate documentation and reducing errors.
Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services. Developed strong relationships with potential tenants through personalized tours, providing detailed information about available units, amenities, and community features. Facilitated open lines of communication among tenants, property management staff, and maintenance personnel to ensure smooth operations within the community.
Provided exceptional customer service by promptly responding to inquiries and addressing concerns from both current residents and prospective clients alike.
Implemented innovative advertising campaigns that increased visibility of available properties in the marketplace, attracting quality applicants for vacant units.
Maintained up-to-date knowledge of local housing regulations to ensure compliance with all applicable laws and guidelines. Collaborated with maintenance staff to coordinate repairs and upgrades as needed, ensuring all units remained in excellent condition for both current residents and prospective tenants. Improved overall occupancy rates by conducting thorough market research to identify competitive pricing strategies and marketing techniques.
Analyzed competitor offerings by regularly reviewing market trends to develop targeted marketing strategies aimed at filling vacancies quickly with qualified candidates.
Negotiated lease terms on behalf of both property owners and prospective tenants, resulting in successful agreements that met each party''s needs.
Maximized revenue generation by consistently meeting or exceeding monthly sales goals through proactive outreach efforts targeting qualified leads.
Maintained meticulous records of lease agreements, rental payments, and other relevant documentation to ensure accurate financial reporting and tracking.
Conducted regular property inspections to identify potential maintenance issues and address concerns before they escalated into costly problems.
Conducted comprehensive background checks on prospective tenants to minimize risk and maintain a safe living environment for all residents.
Assisted residents in understanding their rental contracts, handling disputes professionally while mediating fair resolutions between parties involved.
Enhanced community engagement with the organization of various events, fostering a positive living environment for all residents.
Collaborated with property managers to establish marketing initiatives that attracted new tenants and retained existing ones. Optimized tenant retention rates through proactive communication and attentive customer service, creating a sense of loyalty among residents.
Greeted clients, showed apartments, and prepared leases. Responded to requests and scheduled appointments for property showings.
Verified tenant incomes and other information before accepting lease applications.
Distributed and followed up on tenant renewal notices. Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes. Collected rent and tracked resident payments and information in computer system.
Kept properties in compliance with local, state, and federal regulations.
Coordinated appointments to show marketed properties. Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
Monitored and tracked payments and expenses, providing timely and accurate financial reports.
Communicated effectively with owners, residents, and on-site associates.
Delivered emergency 24-hour on-call service for tenants on building issues.
Generated leads for sales and rental properties through cold calls and referrals.
Collected and maintained careful records of rental payments and payment dates.
Conducted regular inspections of both interior and exterior of properties for damage.
Investigated property owners and researched current mineral rights details by reviewing hardcopy and digitized records. Developed annual operating budgets and forecasts, as well as sales and marketing plans.
Responded to Common Area Maintenance (CAM) inquiries. Consulted with landowners to obtain mineral access rights and promote drilling operations on private land.
Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
Completed annual rent calculations using housing database software.
Generated professional networks by engaging in professional, industry and government organizations.
Maximized rental income while minimizing expenses through effective planning and control.
Implemented and enforced policies and procedures to maintain properties to highest standards.
Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
Planned special events such as lotteries, dedications and project tours.
FEBRUARY 1987-AUGUST 1993
Voleter Fire Fighter City of Kirby Kirby Tx
Maintained strong knowledge of firefighting principles and suppression methods, which enabled proper decision-making in emergency situations.
Mentored new firefighters by sharing knowledge and experience, fostering a supportive learning environment for professional development.
Increased firefighter skill levels by providing ongoing training sessions on new equipment use, rescue techniques, and hazardous materials handling.
Saved lives and protected property by swiftly executing firefighting techniques during numerous incidents. Provided critical medical assistance to injured individuals at incident scenes utilizing CPR certification and basic EMT skills when necessary.
Maintained optimal fire station conditions by overseeing daily equipment checks, facility repairs, and inventory management tasks.
Inspected apparatus, equipment, grounds, and stations for proper order and condition.
Reduced fire hazards within the community by conducting thorough building inspections and recommending preventive measures.
Contact this candidate