Travel-Industry Support & Management Professional
Resume:
MARIE GREATHOUSE
SUPPLY, NC 28462
910-***-**** EMAIL: **********@*****.***
QUALIFICATIONS DNA tester, word, work, excel, outlook, MIC program, Acts, ASI program, accounting, pricing, accounts receivable, collection, problem solving, computer repair tech, computer science, Management, account manager, team player, Amadeus, Worldspan, Sabre GDS system, RezAgent,
2021-Present ALG Vacations, Schedule Change Coordinator
Assist customers that has flights impacted by an airlines initiated schedule change, which alters their initial travel plans. This assistance includes interacting directly with customers and travel agents through inbound calls and emails as well proactively reaching out to them. This role will also provide support to internal team members that need assistance with maneuvering through the GDS airline systems. The role will require proficient work in the airline computer system to process air changes via queues and the ALG reservation system as well as working directly with the airline partners to confirm changes as needed. The team member will perform these functions in adherence to company guidelines and upholding revenue expectations while showing compassion for our customer’s situation and working to ensure their satisfaction in a resolution.
2020-2021 TTec Work from Home, B2B agent
B2B travel agent customer service. Modified reservations, take payments. Add and remove passenger. Resolve issues on the reservation to help the travel agent in the needs to resolve any issues regarding the reservation. Making new reservations. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to an appropriate party. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Occasionally use decision-support tools to answer questions. Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking. Offer solutions to issues that are often non-standard/non-routine and require some clarification. Maintain broad knowledge of client products, services.
2020-2021 TTec Work from home, Customer Service, Project Bank of America, Pre-Paid Fraud, Fraud Specialist
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to an appropriate party. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Occasionally use decision-support tools to answer questions. Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking. Offer solutions to issues that are often non-standard/non-routine and require some clarification. Maintain broad knowledge of client products, services.
2014-2018 TTec Work from Home, Customer Service Rep. Seasonal Work Project was Best Buy
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to an appropriate party. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Occasionally use decision-support tools to answer questions. Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking. Offer solutions to issues that are often non-standard/non-routine and require some clarification. Maintain broad knowledge of client products and services.
2009- 2010 Convergy's Hickory, NC Customer Service Rep.
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to an appropriate party. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Occasionally use decision-support tools to answer questions. Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking. Offer solutions to issues that are often non-standard/non-routine and require some clarification. Maintain broad knowledge of client products and services.
2009-2009 Temp Staffing, Jackson, MS Administrative Asst.
Mortgage company assisting the underwriter with loan and general office duties, faxing coping, working with Fannie Mae, Freddie Mac, coping files for the underwriters. temporary position
2007-2009 Wal-Mart, Conover NC Front end Supervisor
Extensive customer service, policies on return, audits of cashier, override, give break & lunches for cashier, supervisor for 56 + employee, working closely with the cash office, keep podium balanced, evaluation on cashier, review with new employee, training of new employee.
2006-2007 People Connection Temporary Agency
Administrative assist to the Cabawba county child support department. Customer Services, filing, copying for the agents, assisting the agent with general office duties. Opening mail and distribute to the agents, MCI open case, Acts program, answer question for the client, help with filing out application for child support, Copying legal document for court. Wage withholding for the clerk of court. Working in the system to find information on the clients, assist the operation manager with different task that are needed. Credit card machine experience, open new service, answering phone for multiple -line system.
2003-2006 OfficeTeam, Lake Mary FL. Temporary Agency
Closing Coordinator, I closed all homes; I was in contact with Mortgage Company, buyer, title Company. I got all the paperwork ready for the Title Company and made sure the buyer got all the paperwork to the Mortgage Company. I answer the phone, filing. Made sure they had the insurance information, walk thru date and closing dates. Extensive customer service. This was a temporary position. Pricing Manager All prices for the division. Customer Services for all division and work closely with the accounting department.
1999-2003 Ad Concepts, Charlotte, NC Customer Services,
Quoting on promotional items, accounting, order entry, accounts payable, accounts receivable, customer service, collecting, problem
solving, cross trained in all areas of the office, train new employee,
support for the salesperson.
1998-1999 Blazer Financial Services, Shelby, NC Customer Services
Extensive people skill, running credit reports, computer skills, closers.
loan & mortgages, collection, taking payments.
1993-1997 Ad Vantel Inc. Sacramento, Ca
Installing multiple-line telephone systems, technician, office manager and billing, extensive customer service.
EDUCATION
SKILLS
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