Barbara Medrano
Tucson,AZ
Summary
Driven customer service supervisor offers several years of expertise in sales management. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Overview
40
40
years of professional experience
Work History
Customer Service Manager-Reservations
American Airlines
Tempe
05.2015 - 03.2024
- Directed and supervised team of 30 employees in daily operations
- Creatively lead and develop employees to excel in meeting quality and productivity metric
- Analyze individual and team performance date from multiple sources to identify training needs and development opportunities
- Provide necessary guidance, counseling, training, coaching, and administer corrective actions
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance
- Maintained positive working relationship with fellow staff and management
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary
- Develop and mentor team members for growth within the organization
- Proven management to improve workflow in a high volume environment.
Travel Professional Agent
American Airlines Inc.
Tempe
03.1986 - 04.2015
- Assisting and advising customer who may be choosing from a variety of travel options
- Making reservation based on their various requirements and budgetary allowance
- Checking the availability of accommodations on the customers desired travel dates
- Helping plan travel itineraries by suggesting and places of interest
- Processing payments and sending confirmation details to customer
- Sorting out any issues that may arise with bookings or reservations
- Selling and promoting reservation services
- Answering any questions customers might have about the reservation process
- Upselling when appropriate
- Proving support to customers who may need to amend or cancel a reservation.
Reservation Coordinator
DFW Hilton Hotel and Conference Center
Dallas, TX
01.1984 - 02.1986
- Booked individual and group reservations
- Reviewed customer requests to ensure accuracy of data entered into system.
- Monitored changes in reservation status, modified existing reservations as needed.
- Provided assistance and guidance to customers regarding availability of rooms and services.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Processed payments from guests for room charges and other services rendered.
- Handled incoming calls pertaining to new reservations, inquiries, cancellations.
- Answered questions regarding availability, rates, amenities, special offers and policies.
- Answered questions about resort facilities and local attractions to help customers make favorable choices.
- Converted calls to reservations
- Coordinated with front desk staff to maintain maximum occupancy.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Front Desk Agent
Embassy Suites
Tucson, Arizona
08.1984 - 01.1985
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Processed payments accurately and efficiently.
- Resolved customer complaints promptly and courteously.
- Provided information about hotel amenities, services, and local attractions.
- Managed cash drawer responsibly throughout shift.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Provided excellent customer service while upholding company policies.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Answered guest inquiries, recommending shopping, dining or entertainment.
Education
Hotel and Airline Industry -
Chaparral Career College
Tucson, AZ05.1984
High School Diploma -
Pubelo Hight School
Tucson, AZ05.1981
Skills
- Time Management
- Communication Skills
- Organizational Skills
- Complaint resolution
- Call Monitoring
- Handling Escalations
- One Call Resolution
- Training and mentoring
- Management of remote employee
- MS Office, Excel
- Decision-Making
- Relationship Building
- Training and coaching
Timeline
Customer Service Manager-Reservations
American Airlines
05.2015 - 03.2024
Travel Professional Agent
American Airlines Inc.
03.1986 - 04.2015
Front Desk Agent
Embassy Suites
08.1984 - 01.1985
Reservation Coordinator
DFW Hilton Hotel and Conference Center
01.1984 - 02.1986
Hotel and Airline Industry -
Chaparral Career College
High School Diploma -
Pubelo Hight School