Beverly Wright
Jacksonville,FL
Summary
Proven to excel in customer engagement and reservation software, I significantly contributed to the success of DoD Reservation Center by enhancing customer satisfaction and loyalty. Skilled in handling high-stress situations and proficient in upselling, my approach has consistently met performance targets, fostering a positive service culture and driving sales growth. Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering over 20 years of experience in Customer Service.
Overview
8
8
years of professional experience
Work History
Reservation Agent
DoD Reservation Center
05.2022 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- 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.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
Customer Service Representative
Citi Bank Costco
08.2016 - 11.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Education
Bachelor of Science - Business Management
Everest University
Jacksonville, FL04.2010
High School Diploma -
Olney Charter High School
Philadelphia, PA04.1974
Skills
- Customer Engagement
- Reservation software
- Phone Etiquette
- Typing Speed
- Telephone reservations
- Hotel accomodations
- Upselling and Cross Selling
- Travel Planning
- Customer Service
- Reservation Confirmation
Timeline
Reservation Agent
DoD Reservation Center
05.2022 - Current
Customer Service Representative
Citi Bank Costco
08.2016 - 11.2020
Bachelor of Science - Business Management
Everest University
High School Diploma -
Olney Charter High School
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