Customer-Focused Contact Center Agent

EXPERIENCE

INBOUND SALES REPRESENTATIVE, TRAVEL & LEISURE CO.

AUGUST 2024 - PRESENT

Working in the contact center to assist WorldMark timeshare owners with making reservations. Offering great customer service to determine the best travel times and value to maximize owner credits and usage. Adhere to company-wide, inbound call metrics and performance standards, and maintain satisfactory marks on QA grading.

GUEST EXCELLENCE ADVISOR, LEGOLAND FLORIDA

MARCH 2024 – AUGUST 2024

Working in the contact center to assist guests with date changes to tickets and answering park and ticket related questions over the phone and via web chat. Responsible for answering calls in a timely manner, maintaining high stats in call handle time, CSAT, and resolution satisfaction. Also, working as a chat agent to answer queries via real-time webchat.

STANDARD GROUPS ADVOCATE, MSC CRUISES USA

AUGUST 2023 – MARCH 2024

Working as a group advocate, dealing exclusively with travel agents booking groups of 8 – 70 cabins in a remote call center environment. Duties include the operation of multiple computer systems, Microsoft groups, email, and Excel spreadsheets, as well as the coordination of group preferences and management of bookings.

CRUISE VACATION AGENT, DISNEY CRUISE LINE

OCTOBER 2022 – AUGUST 2023

Working as a cruise vacation agent providing great customer service in a call center environment, booking and servicing new and existing cruise vacations via phone and web chat. Maintains a higher than average revenue and sales conversion rates.

CUSTOMER SERVICE SPECIALIST, PARTNERS FCU

MARCH 2022 – OCTOBER 2022

Working both in branch and remote in a call center environment to provide excellent customer service to members of the credit union via phone and web chat. Problem solving skills, de-escalation techniques, and active listening are part of my skillset for this finance based position.

GUEST SERVICES SPECIALIST, VACATION STRATEGY LLC

JULY 2013 – APRIL 2022

Working cross-department in various positions including Sales, Guest Services, and Inventory. Responsibilities include inbound/outbound calls and web chats related to guest needs and reservations, booking luxury resort stays in a live reservation system, inventory management, daily reports and auditing tasks, sending emails to guests, assisting guests with questions related to their resort stay. Spent 2 years as Guest Services Manager overseeing a team of 4-5 individuals dedicated to providing excellent customer service in an at-home call center environment. Earned an “Employee of the Year” award for excellence in performance.

CUSTOMER SERVICE SPECIALIST, CAPITAL ONE

JULY 2019 – APRIL 2021

Worked with credit card customers to resolve issues using an intuitive dedicated system to locate answers in a timely manner. Took payment over the phone via credit card systems and worked with other departments to resolve customer concerns and issues related to their credit card.

ASSISTANT RESERVATIONS MANAGER, VILLADIRECT

JANUARY 2011 – JULY 2013

Worked closely with the reservations manager in a call center environment. Inbound/outbound calls and live web chat, to guests to assist in booking vacation home rental packages. Ran daily progress reports, assisted with scheduling, and taking escalated calls.

Earned a “Manager’s Choice Award” for excellence in performance.

EDUCATION

POLK STATE COLLEGE

LIBERAL ARTS

TRANSFER INTENT TO UCF – HOSPITALITY AND TOURISM MANAGEMENT

MAY 2024 - PRESENT

FLORIDA SOUTHERN COLLEGE

EDUCATION MAJOR

SEPTEMBER 2001 – MAY 2002

HAINES CITY HIGH SCHOOL

COLLEGE PREP DIPLOMA

GRADUATED 2001 WITH HIGH HONORS

KEY SKILLS AND CHARACTERISTICS

Strong interpersonal & communication skills • MS Office Suite • WPM: 90 • Ability to work collaboratively as part of a team • Problem Solving • Leadership • Meticulous attention to detail • Excellent Organizational skills • Poised under pressure

BRANDY SWEARENGIN

HOSPITALITY SPECIALIST

PROFILE

I am a dedicated customer service expert with over two decades of hospitality and tourism experience. My high attention to detail and commitment to top customer service has landed me in a variety of jobs ranging from face-to-face front desk relations, to work from home, call center environments. My main focus is providing excellent customer support while learning and growing as an agent as well.

CONTACT ******.**********@*****.***

www.linkedin.com/in/brandy-swearengin

863 – 236 - 4504

187 Emanuelle Dr.

Winter Haven, FL 33884

ACTIVITIES AND INTERESTS

Arts & Crafts – Reading- Writing

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