Telecommunications & Hotel Reservation Customer Service

Amanda Hammack

Roanoke Rapids, North Carolina *7870 • 252-***-**** • *************@*****.***

Professional summary

I have nineteen years of telecommunication experience. I also have as many years in over the phone hotel reservations. My position with AAA required me to make and manage hotel reservations and iteneraries for clients.

Skills

Technical Support

Recordkeeping strengths

Administrative support

Multi-line phone talent

Professional telephone demeanor

Account management

Work history

Customer Service Representative, 07/2006 to 06/2026

Auto Club Group – Roanoke Rapids North Carolina

Processed membership applications and renewals, ensuring compliance with company policies.

Assisted in training new team members on service protocols and software systems.

Coordinated with various departments to streamline communication and service delivery.

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction levels.

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Assisted customers in navigating company website and placing online orders, improving overall user experience.

Contributed to sales growth by upselling products and services based on individual customer requirements.

Developed customized travel itineraries based on client preferences and budget constraints.

Researched destinations, accommodations, and activities to provide tailored recommendations.

Coordinated logistics for domestic and international travel, ensuring seamless experiences for clients.

Streamlined booking processes, reducing turnaround time for travel arrangements significantly.

Executed marketing strategies to promote new travel packages and increase client engagement.

Built strong relationships with clients through exceptional communication and personalized service.

Organized trips for individual, family and business travelers.

Worked closely with clients to understand unique needs and meet specific travel desires.

Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.

Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.

Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.

Collected, handled and documented payments for travel services and associated feels.

Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.

Streamlined booking processes for increased efficiency and reduced client wait times.

Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.

Handled sensitive information with professionalism and discretion.

Informed clients of travel policies and utilized preferred vendors to maximize company profits

Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.

Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.

Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.

Stayed up-to-date on current trends, destinations, and supplier offerings to provide the most relevant advice to clients.

Negotiated with vendors to secure competitive rates, resulting in cost-effective travel options for clients.

Education

Psychology, 01/2002

North Carolina Wesleyan College - Rocky Mount North Carolina

Bachelor of Art Psychology

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