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
Jacksonville, FL
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
Jacksonville, FL
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