Customer Service Support

Lakea Wilson

McDonough, GA **********@*****.*** 678-***-****

Summary

Dynamic Customer Support & Travel Specialist with over 10 years of experience in SABRE GDS operations, technical support, and customer service reporting. Proven ability to resolve complex issues, generate and analyze service reports, and provide actionable insights that enhance customer satisfaction. Skilled in QuickBooks, TurboTax, and Sabre with a strong background in communication, workflow management, and client relationship building. Experience

Customer Support Specialist

Working Solutions Dallas, TX 01/2021 – Present

• Generated weekly and monthly customer service performance reports, tracking call volume, resolution rates, and satisfaction metrics.

• Resolved customer inquiries via multiple support channels (phone, email, chat).

• Leveraged QuickBooks and TurboTax expertise to guide clients and troubleshoot technical issues.

• Applied de-escalation and rapport-building strategies to manage high-stress customer interactions.

• Collaborated with leadership to provide feedback based on reporting trends, improving process efficiency.

GDS Travel Agent Specialist (SABRE)

Working Solutions Dallas, TX 01/2020 – 04/2024

• Utilized SABRE GDS to book, manage, and modify client itineraries for corporate and leisure travel.

• Produced customer issue resolution reports, highlighting trends and recurring concerns for management.

• Advised clients on travel restrictions, safety considerations, and logistical planning.

• Delivered outstanding service, ensuring client loyalty and repeat business.

• Responded immediately to escalations and tracked resolution outcomes for inclusion in reporting dashboards.

Tier 2 Customer Service Specialist

Liveops Scottsdale, AZ 08/2017 – 12/2020

• Monitored and documented support tickets with accuracy, providing data for customer service reports.

• Handled escalations that Tier 1 could not resolve, ensuring resolution was documented and reported.

• Evaluated and prioritized client concerns, producing clear escalation and follow-up documentation. Operations Manager

A.I.M.E. LLC Atlanta, GA 07/2015 – 03/2020

• Supervised office operations, payroll, and employee onboarding.

• Developed policies and procedures while maintaining financial documentation.

• Coordinated reporting for accounts receivable, payroll, and compliance audits. Education

Associate of Applied Science: Business Administration & Management — DeVry University Phlebotomy EKG Technician — Medical Training Institute High School Diploma — Frank H. Morrell High School Skills

Sabre GDS, Travel Planning, Customer Service Reporting, Technical Support, Data & Metrics Tracking, QuickBooks Online (Certifications: Levels 1 & 2, Payroll), TurboTax, Issue Resolution, Escalation Management, CRM & Help Desk Support, Workflow Optimization, Microsoft Office 365, Data Recovery & Documentation Accuracy

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