Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
Hi, I’m

AMYE ROSS

Phlebotomist Technician
Sanford,USA
AMYE ROSS

Summary

Demonstrated the ability to complete tasks accurately despite interruptions and competing demands. Goal-driven Receptionist with strong background managing busy reception areas and multi-line telephone systems. Security-conscious with a flexible and resourceful approach. Receptionist who answers a high volume of incoming calls while handling in-person inquiries from clients and colleagues. Flexible and hardworking with the drive to succeed. Dedicated and focused Helpdesk Specialist who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority. Qualified airlines International Aadvantage reservations agent with 6 years in fast-paced customer service and call center environments. Personable and professional under pressure. Quick typed and efficient In Microsoft office and excel

Overview

9
years of professional experience
1
Certification

Work History

American Airlines

Reservations Agent
05.2015 - 10.2018

Job overview

  • Assisted customers with making or changing airline reservations within the US and then Internationally after I moved up to a higher position
  • Answered questions regarding their flight, ticket or our policy
  • Would take payments over the phone, advising the rules of the ticket and ticketing reservation
  • Providing assistance to passengers who needed special assistance on their flight for example If the passenger had a wheelchair or a portable air concentrator we would have to document this Information In their reservation and que the ticket to the Special Assistance Desk so they could contact the passenger prior to travel to assist or get any other Information they mad need from them
  • Rescheduling flights due to cancellations; consisted of rescheduling flights due to weather or maint Issues and finding the next flight available for them depending If It was a weather Issue, we possibly may have to put them on another airline that we partnered with. We also handled the compensation vouchers when needed
  • International Aadvantage Reservations Agent (IAD)
  • Assisted our elite members which were the gold and platinum status passengers with their reservation or anything that Involved their frequent flyer miles or anything they may need help with.
  • We assist them with booking flights for them to use their frequent flyer miles that they have earned to pay for their flight or possibly upgrade them from coach class to business or first class using their miles while checking to see what was the best option for them to go with
  • We also had amenities like there food that they may be ready to go ahead and select for their flight; we would help them with their seat assignments or put them on the automated upgrade list as well as associating another reservation with this member so our staff knows they are traveling together and that way their companion are able to receive the same benefits as the elite member
  • We would also answer questions regarding their Aadvantage account they have with us such as how many miles they have In there account or seeing If they have used their automated upgrades; anything beyond the Information we could see we would have to get them on the line with the Aadvantage Customer Service Department
  • We would do our best to provide all our passengers Including these elite members with the best customer service and did not get off the phone with them until we were finished assisting them as well as providing anymore help If needed. Rarely If a passenger had a situation where there was some type of call that needed more than one agent from different departments to where we had to give them a call back
  • We would book the ticket/make changes If needed and take their payment Info over the phone after we advise the customer of the policy and rules on the ticket they are purchasing. Then would we move onto the next call
  • Everyday there was Information that was changing so every morning when our shift started we had 3 different files we looked at and read before we started taking phone calls. This helped get us updated and prepared for changes or reasons the passenger may be calling that day.

Kangaroo Corporate Office

Dispatcher
08.2009 - 06.2012

Job overview

  • Checking our voicemail box and opening tickets for the stores that left a voicemail advising the reason they were calling
  • Then I would assign the tickets to our Helpdesk Specialists and they would contact the store and work with them to get there Issue resolved
  • I would check our voicemail box every 5 to 10 minutes so that way I could get those tickets opened up so that the store will get a call back as soon as possible and that way we would not get backed up either
  • Also would run reports for the team lead every week and turn them In to her
  • Helpdesk Specialist I
  • Would assist with basic troubleshooting steps for the hardware that Is at every store
  • Answering any questions the manager may have
  • Would assist the manager with their daily paperwork If there was a problem as well as any pricing Issues they may be having
  • Worked with Store Logistics who were responsible for shipping out computers, scanners, printers and any other equipment that department dealt with
  • Responsible for communicating with our technicians that have to go on site to that store and verify that they do arrive and resolve the Issue. Then we would update the ticket with any Information regarding the Issue being resolved then we would close the ticket then move along to the next call
  • Needed to multitask as well as be efficient and make sure It Is being done and practicing good time management

Education

Lee Senior High School
Sanford, NC

High School Diploma
01.2006

Skills

  • Strong communication skills
  • Time management
  • Active listening skills
  • Automatic call distribution ACD system
  • Telephone inquiries specialist
  • Resolution-oriented
  • Customer engagement
  • Phone etiquette
  • Typing speed
  • Call control
  • Telephone reservations
  • International travel
  • Schedule maintenance
  • Record preparation
  • Customer reservations
  • Problem-solving
  • Phone and email etiquette
  • Payment processing
  • Active listening
  • Team collaboration
  • Customer service
  • Detail-oriented
  • Issue resolution
  • Microsoft office
  • Reservation confirmation
  • Documentation
  • Critical thinking
  • Documentation and reporting
  • Itinerary planning
  • Flexible schedule
  • Quick thinking
  • Attention to detail
  • Multitasking
  • Multitasking Abilities
  • Excellent communication
  • Organizational skills
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Task prioritization
  • Self motivation
  • Interpersonal skills
  • Product knowledge
  • Conflict resolution
  • Computer literacy
  • Goal setting
  • Complaint handling
  • Professionalism
  • Time management abilities

Certification

  • Airline Reservations Training - [completed May21, 2015
  • International Advantage Agent (Elite Desk) (1 year later)
Availability
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Timeline

Reservations Agent

American Airlines
05.2015 - 10.2018

Dispatcher

Kangaroo Corporate Office
08.2009 - 06.2012

Lee Senior High School

High School Diploma

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