Anthony Long

I am currently employed as an LPA3. My role involves a wide range of responsibilities. I work on advanced finance cases that require Market Managers' approval to accept or deny payouts based on my research. I also handle urgent promotions, adjust property pricing models, and deal with various finance and content issues at Expedia. Two of my main achievements here are: 1. I was the first agent in my department to recognize and discuss Auto Stack promotions as part of our MODs 2.0. I shared this information with our Fit2Fly program so that all teams on our floor could understand the new process. 2. I managed a large payout case affecting about 30,000 properties. This involved communicating with several Market Managers to get the needed approvals and discuss the steps to start the payout. This case has now become a project that many of our agents are working on to ensure the right hotels receive their payouts.

In this role, I work directly with hotel partners to help them resolve issues related to payments, marketing, guest relations, and more. I communicate with employees through phone, email, and chat to address their concerns and strengthen their relationship with Expedia.

Since joining Expedia, I have achieved several significant milestones. I was one of three agents from my training class of 17 who received a job offer after the initial contract. I have been chosen several times to assist the team by answering questions from other agents. I provide support both in the office and through 'Slack' when I am not there.

I have also trained or shadowed many new agents, helping them learn how to handle chats and calls. Additionally, I have assisted our trainers with new training classes.

Managed inbound calls from ADT customers, addressing a variety of concerns and requests. This included processing cancellation requests, resolving billing inquiries, assisting customers with the addition of new services, and scheduling technician visits to ensure timely support and service delivery. Each interaction required effective communication and problem-solving skills to enhance customer satisfaction and maintain positive relationships.

In my role as a sales representative, I managed inbound calls from customers who had made reservations with Hilton. During these calls, I provided detailed information about our annual membership program, which offers a variety of exclusive benefits. These benefits include significant dining discounts at our partner restaurants, as well as travel perks that enhance the customer experience. My goal was to effectively communicate the value of the membership and help customers make informed decisions that would enhance their overall travel experience with Hilton.

During my time in Sales, my primary responsibility was to sell Vehicle Service Contracts and maintain existing contracts. In the pre-sales department, I was tasked with making 150 to 220 outbound calls a day, persuading potential clients to speak with a sales representative.

As a Sales representative, I had several successful months and also excelled in closing deals for my teammates. My performance on the phone earned me a paid trip to Chicago to attend a baseball game with the company.

This job requires a strong background in sales, excellent customer service skills, patience, dedication, and the ability to address and resolve any concerns customers may have during phone conversations.

I handled 40 to 50 incoming calls each day, with the goal of getting 3 to 4 customers to set up extended coverage on their vehicles daily. When I started the job, I was in the pre-sales department. After three months of excelling as one of the top representatives, I was quickly promoted to sales.

This position requires a significant amount of customer service. It's essential to connect with customers and demonstrate the benefits of having coverage. Building trust with customers is crucial, as it enables them to share their information over the phone.