Corp. Receptionist for CompuServe and AOL. Travel Agent/Cust. Service

Cheryl Aponte

********@*****.*** 623-***-**** MESA, AZ 85203

OVERVIEW

Professional Summary Dedicated and experienced professional with over 20 years of proven success in customer service, administrative support, and team coordination. Skilled in handling high-volume phone and in-person interactions with professionalism and care. Recognized for problem-solving, multitasking, and maintaining a positive rapport with customers and coworkers. Strong organizational skills, attention to detail, and the ability to learn quickly in fast-paced environments. Seeking a remote or local position where I can contribute to a customer-focused team. WORK EXPERIENCE

Partially Retired Home

March 2020 - Present • Mesa, AZ

MARCH 2020 To Till I have been on SSDI. However, I am at a point in my life where I want to work in a position that is equally beneficial not only to my personal development but also to an employer that needs an associate with excellent customer service skills and who is still open to learning new skills. I am looking for a part-time/flexible remote position and am also available to start working immediately. Cyber Cruise Specialist Cruise.com

March 2020 - Present • Mesa, AZ

Cyber Cruise Specialist Cruise.com

March 2020 - July 2025 • Scottsdale

Retired Partially

March 2020 - September 2024 • Mesa

Agent Booking PURPOSE

September 2017 - March 2018

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. Cyber Cruise Specialist Cruise.com

September 2017 - February 2018 • Scottsdale

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 November 2015 - March 2017 • Scottsdale

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 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 benefit's 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. Concierge Travel Specialist INTERNATIONAL CRUISE AND EXCURSIONS November 2015 - March 2017 • Scottsdale

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 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 INTERNATIONAL CRUISE AND EXCURSIONS June 2013 - November 2015 • Scottsdale

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 Personal Vacation Consultant INTERNATIONAL CRUISE AND EXCURSIONS June 2013 - November 2015 • Scottsdale

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

February 2008 - December 2009 • Tempe

• 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. Guest Services Representative Hawthorn Suites

February 2008 - December 2009 • Tempe, AZ

Lead Customer Care Specialist Beaudry RV

July 2006 - February 2008 • Chandler

I was hired to trouble-shoot, make necessary changes and ensure that the reception desk was always being used to it's 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 Customer Care Specialist Beaudry RV

July 2006 - February 2008 • Chandler

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 : â¢Supervised up to 5 receptionists at one time at two different locations. â¢Came up with effective measures to ensure that all calls were being answered in a timely and professional manner. â¢Worked closely with all department managers to ensure that their needs were being met in a timely and effective manner by all receptionists. â¢Worked closely with service advisors to ensure that all customer needs were being met and made calls to confirm customer satisfaction. â¢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. â¢Did all office supply orders for both locations. â¢Ensured that all office equipment was serviced and working at all times. â¢Played an important role in all customer relations. â¢Worked with frustrated customers and turned them around so that they were satisfied with service.

Lead Receptionist NBBJ ARCHITECTURAL DESIGN FIRM January 2000 - December 2002 • Columbus

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 Receptionist NBBJ ARCHITECTURAL DESIGN FIRM January 2000 - December 2002 • Columbus

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 Employment Support Assistant COMPUSERVE INTERACTIVE SERVICES/AMERICA ONLINE January 1989 - December 1999 • Upper Arlington

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.

• English

• Typing

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Lead Corporate Receptionist Employment Support Assistant CompuServe INTERACTIVE SERVICES/AMERICA ONLINE January 1989 - December 1999 • Upper Arlington

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 January 1988 - December 1989 • Upper Arlington

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 companywide 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 .

EDUCATION

Southeast Whitfield High Dchool

September 1974 - November 1977 High School, High school High School, High school or equivalent

LICENSES & CERTIFICATES

Driver's License

State Authority

NOTABLE SKILLS

Inbound Sales Gather Customer Information Customer Satisfaction Process Improvement Product Knowledge Potential Professionalism Monthly Sales Helping People Customer Needs Telephone Support Point Of Contact Honest Outbound Sales Sales Calls

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