Experienced Customer Service

Career Objective: A position with a firm that supports philosophies centered around excellence, customer service, and the belief that the people within the organization ultimately contribute to the success of the firm.

Work Experience:

Magnolia Hotels, Inc., Houston, Texas, 07/06 – 08/07

Reservations Specialist

Answer inbound calls making room reservations for the Houston, Denver, Dallas and Omaha properties.

Generate sales leads for our sales department staff.

Contact with our customers (inbound & outbound calls) with information on all amenities

offered by our properties and up-sell. Also, make all arrangements/reservations for clients to assure they receive the full benefit of what our properties offer our guest.

National Leisure Group, Woburn, Massachusetts, 2/05 - 10/05

Vacation Consultant,

Home-based virtual travel agent providing cruise and land vacations through a portfolio of leading brands that the company owns or licenses including Vacation Outlet, CruisesOnly, 1-800-CRUISES, Cruises.com, Orbitz, Yahoo!, Priceline.com, Travelocity, Sam’s Club, AAdvantage Cruise, and many others. Sales are made on inbound calls as well as through extensive follow up calls.

Continental Airlines, Houston, Texas 12/97-10/04

General sales agent to Team Leader/ Customer service Manager

As a General Sales agent team leader for three years I was responsible for up to thirty general sales agents. By coaching my team members on their sales performance. I held team meetings and briefings to update agents on new policy and procedures. Every day as a team leader I took support calls, reissuing tickets and resolving issues as needed by GS agents and worked as a Customer Service Manager handling customer issues from complaints to compliments. In the Executive Accounts Department for two and a half years I assisted top travel agents with reservation modifications, seat requests, waivers, and in making incentive travel plans and worked on the corporate line for Lucent Technologies. I was chosen as one of the first eleven agents to test the EZR reservations program to turned in bug reports and give suggestions for the program to roll out as the new and is now the primary reservations system for Continental Airlines. It was May of 1998 when I became an empowered agent expanding my customer service abilities. As a general sales agent for a year and a half I received inbound calls from people wanting to make reservations or to check flight schedules and fares. I drilled with the Emergency Response Manifest team regularly.

Clark County School District, Las Vegas, Nevada 2/95-3/97

Substitute Support Staff Aide

Assisted teachers at various schools in their daily duties by making copies of lessons and checking students' class work. I also worked with the physically and mentally challenged children, which was a very rewarding experience.

MGM Grand Hotel and Casino, Las Vegas, Nevada 5/96-3/97

Special Events Operations/ Changeover Technician

Set up and struck concert stages, conventions, sporting events, and special events in the theme park. Worked a little with Audio/Visual department taping all kinds of special events, concerts, speeches, trade shows.

LifeTouch National School Studios, Las Vegas, Nevada 2/95-5/96

Lead Photographer

Went to assigned schools set up camera and lighting equipment and photographed students, siblings, faculty, and office staff. Helped in the office answering phones, maintaining camera equipment inventory. My ability to photograph 350 students in one 6-hour day made me a great asset to the company.

Las Vegas Review Journal / Sun, Las Vegas, Nevada 4/88-5/94

Independent Carrier to District Manager

Assisted in the loading and unloading bundles of newspapers from the truck. Supervised carriers with delivery matters. Handled all bookkeeping and customer service matters while I maintained a 150-apartment delivery route. In 1993 I became a District Manager of the ADService Department. Supervising up to 53 carriers to distribute weekly newspaper supplements along with national magazines and direct advertising. I was responsible for setting up a delivery system in Boulder City, Nevada saving the company money in $1500 a month in carrier costs. Built up high carrier morale by creating a positive work environment during my tenure. Carrier turnover was the lowest out of all District Managers.

Education:

High School for the Performing and Visual Arts, Houston, Texas

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