Alicia Cockey
Randallstown,MD
Summary
Dedicated Customer Service Representative with a strong track record in fostering client relationships and enhancing customer satisfaction. Skilled in collaborating with teams to drive company success and build lasting partnerships. Committed to delivering results and supporting business growth through effective communication and relationship management.
Overview
15
15
years of professional experience
Work History
Scheduling Coordinator/Customer Service Representative
Immaculate Clean
Eldersburg, Maryland
08.2011 - Current
- Scheduled and confirmed customer appointments to ensure timely service..
- Confirmed appointments with clients before scheduled service visits
- Coordinated cleaning schedules for residential and commercial clients
- Scheduled cleaning crews based on job location and availability
- Managed calendar changes for Immaculate Clean service appointments
- Resolved scheduling conflicts with clients and cleaning staff
- Tracked service requests and assigned jobs to proper teams
- Maintained accurate records for recurring cleaning schedules to ensure timely service delivery
- Responded promptly to all customer inquiries regarding availability or schedule changes.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Cultivated strong customer relationships through personalized assistance and effective support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved service questions for Immaculate Clean clients by phone and email.
- Updated customer records, contact details, and service instructions.
- Coordinated cleaner arrival times with customer availability and job changes.
- Utilized scheduling software to organize and update daily, weekly, and monthly schedules.
- Streamlined communication channels to ensure timely updates and changes to schedules were disseminated efficiently.
- Followed a prescribed list of questions and provided appropriate responses to get and give information during scheduling calls.
- Responded to emergency scheduling changes promptly, minimizing disruptions to operations.
- Utilized scheduling software to organize and update daily, weekly, and monthly schedules.
- Collaborated with department managers to forecast staffing needs and adjust schedules accordingly.
- Developed a backup plan for critical positions to ensure uninterrupted service.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Managed daily operations related to employee scheduling such as approving time off requests or assigning shift swaps.
- Developed strategies for improving efficiency within the scheduling process.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Communicated effectively with team members to ensure they are aware of their shifts and any changes that may occur.
- Utilized MS Office and Excel to analyze data and create spreadsheets.
- Entered information into the system to update status reports.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided reminder calls to clients prior to scheduled visits.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Scheduled and confirmed customer appointments to ensure timely service..
- Provided reminder calls to clients prior to scheduled visits.
Travel Agent
Magical vacation planner
Randallstown, Maryland
01.2023 - Current
- Planned customized vacation itineraries for Magical Vacation Planner clients.
- Booked flights, resorts, cruises, and ground transportation through vendor systems.
- Coordinated travel documents, confirmations, and client reservation details.
- Advised clients on destination options, package choices, and travel requirements.
- Resolved booking changes and travel issues with suppliers and partners.
- Communicated trip updates to clients through phone, email, and messaging.
- Managed payment processing and schedule tracking for travel arrangements.
- Provided travel information to customers and answered questions regarding passports, visas, transportation, accommodation, and tour packages.
- Researched availability of airfare and hotel rooms using reservation systems.
- Created travel itineraries and made adjustments to meet client specifications.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Processed payments from clients via cash or credit cards.
- Developed relationships with suppliers including airlines, hotels, cruise lines, tour operators to secure discounted rates for customers.
- Organized flights, insurance, and accommodations for travelers according to their preferences.
- Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
- Handled customer complaints in a professional manner to ensure satisfaction with the service.
- Ensured all reservations were accurately documented in the agency's system prior to the client departure date.
- Handled travel arrangements for groups, couples, executives, and special needs clients.
- Created marketing materials showcasing vacation packages available for sale through the agency.
- Suggested additional services such as car rentals or activities that would enhance a customer's trip.
- Provided detailed information about destinations such as climate conditions or points of interest at requested locations.
- Assisted customers in selecting the best possible package with the least expense.
- Explained benefits of purchasing travel insurance with clients.
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
- Evaluated customer feedback forms following completion of trips; used data to improve the quality of services offered.
- Conducted research on new destinations and attractions which may be attractive to potential travelers.
- Monitored trends in tourism industry; updated promotional material accordingly.
- Collaborated with colleagues to stay abreast of changes in the industry related to new products or services offered by competitors.
- Analyzed customer feedback to improve service offerings and client satisfaction.
- Utilized GDS systems efficiently for booking and confirming travel plans.
- Created and distributed travel brochures and newsletters to inform clients of special promotions.
- Fostered a positive and collaborative work environment, sharing travel tips and insights with colleagues.
- Organized group travel arrangements, coordinating logistics for seamless travel experiences.
- Maintained up-to-date knowledge of travel advisories, visa requirements, and vaccination policies.
- Coordinated travel arrangements, including flights, hotels, and car rentals, for clients.
- Negotiated competitive rates with travel suppliers to ensure the best deals for clients.
- Implemented marketing strategies to attract new clients and retain existing ones.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings, and rental car reservations.
- Maintained relationships with travel partners and vendors.
- Provided customers with brochures and publications containing local customs, points of interest or foreign country regulations.
- Planned, described and sold itinerary tour packages and promotional travel incentives.
- Engaged in conversations with customers to determine their travel preferences and requirements. to determine destination, mode of transportation and accommodations.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
Education
North Carroll High School
Hampstead, MDSkills
- Travel booking
- Itinerary planning
- Travel arrangements
- Travel coordination
- GDS systems
- Reservation systems
- Fare research
- Vendor relations
- Payment processing
- Excel reporting
- Scheduling software
- Calendar coordination
- Office administration
- Reliability
- Documentation control
- Documentation and recordkeeping
- Workflow coordination
- Problem solving
- Conflict resolution
- Customer service
- Effective communication
- Verbal communication
- Interpersonal communication
- Attention to detail
- Time management
- Deadline management
- Multitasking
- Organizational management
- Teamwork
- Scheduling
- Calendar management
- Scheduling optimization
- Quality control
- Statistical analysis
- Data analysis
- Data analysis and modeling
- Business operations proficiency
- ERP systems proficiency
- Advanced planning
- Master scheduling
- Demand forecasting
- Problem-solving
- Problem-solving
- Goal setting
- Workflow planning
- Credit and collections
- Equipment maintenance
- Report writing
- Strategic planning
- Coordinate schedules
- Documentation control
- Organizational management
- Problem-solving abilities
- Microsoft office
- Workflow coordination
- Documentation and recordkeeping
- Report writing
- Strategic planning
Timeline
Travel Agent
Magical vacation planner
01.2023 - Current
Scheduling Coordinator/Customer Service Representative
Immaculate Clean
08.2011 - Current
North Carroll High School