Bernice Robinson
Lithonia ,GA
Summary
Focused, certified travel consultant, skilled in customer relationship development. Offering 20 years of experience in related roles, with a passion for improving numbers, enhancing knowledge and exceeding expectation.
Overview
14
14
years of professional experience
Work History
Help Desk Support Specialist
BAKKT, LLC
08.2021 - Current
- Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
- Developed and maintained up-to-date knowledge base to provide accurate information and guidance to senior agents, as well as other departments.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
Customer Resolution Manager
AmeriGas/UGI
06.2020 - 08.2021
- Developed and implemented strategies for issue resolution, resulting in increased efficiency and reduced response times.
- Streamlined communication channels between departments to ensure seamless customer service delivery.
- Coordinated cross-functional efforts to resolve urgent customer concerns swiftly and effectively.
- Collaborated with other department managers to develop cohesive strategies for enhancing the overall customer experience.
- Mentored staff on best practices for conflict resolution, fostering a supportive environment that empowered employees to excel in their roles.
- Interacted directly with potential and existing clients.
Corporate Travel Consultant
BCD Travel
07.2018 - 07.2021
- Enhanced client satisfaction by providing personalized travel itineraries and recommendations based on individual preferences.
- Streamlined booking processes for increased efficiency, resulting in reduced turnaround times for travel reservations.
- Negotiated favorable rates with vendors to secure cost-effective solutions for corporate clients'' travel needs.
- Managed complex international travel arrangements, ensuring smooth and seamless experiences for business travelers.
- Booked travel for corporate accounts including air, rail, hotels, cars and alternate ground transportation
Reservation Agent
Delta Air Lines
04.2010 - 07.2017
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Boosted revenue with upselling additional services.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
- Updated knowledge and procedure daily to comply with Delta and DOT regulations.
Education
Associate of Arts - Psychology
College of New Rochelle
New York, NY05.2006
Skills
- Remote Support
- Customer Education
- Call Management
- Help Desk Support
- Account Administration
- Customer Service
- Effective Communication
- Multitasking
- Decision-Making
- Attention to Detail
- Self Motivation
- Team Collaboration
- Creative Issue Resolution
Timeline
Help Desk Support Specialist
BAKKT, LLC
08.2021 - Current
Customer Resolution Manager
AmeriGas/UGI
06.2020 - 08.2021
Corporate Travel Consultant
BCD Travel
07.2018 - 07.2021
Reservation Agent
Delta Air Lines
04.2010 - 07.2017
Associate of Arts - Psychology
College of New Rochelle
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