Bridget Delano

TRAVEL (07/10/23-10/31/23)

• Arranged hotel accommodations, cars, and all related documentation.
• Assisted with domestic and international flights for staff and guests.
• Followed up with staff/students to increase customer service with travel plans.
• Created expense reports by recording all receipts and appropriate documentation before submitting them for reimbursement.

EVENTS (05/08/23 - 07/10/23)

• Assisted in planning, communications, and scheduling of events.
• Assisted with CBO and joined commencement staff.
• Engaged in short-term project planning, from May 8th to June 20th, strategizing for on-time, high-quality deliverables.
• Researched and created playlist of commencement songs.
• Assisted and worked with Excel by sorting data for MA/Ph.D. RSVPs

Executive Support Specialist (03/23/23 - 05/08/23)

• Participated and took minutes at meetings.
• Scheduled office meetings and client appointments for staff teams.
• Scheduled and confirmed appointments and meetings for management.
• Supported room reservations, and calendar maintenance for meetings.
• Maintained staff directory across departments and entered information in Excel data sheet.

Resolution Specialist 02/2018-09/2022)

• Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
• Formulated focused and individualized resolutions aimed to peacefully settle disputes.
• Offered friendly, efficient service to customers, and handled challenging situations with ease.
• Defused customer concerns with exceptional conflict and problem-resolution skills
• Help with interpretation and enforcement of laws, rules, regulations, policies, procedures, and processes of agents/guests.
• Effectively communicated with clients about payment needs and followed up on delinquent accounts.
• Collected/secured all sensitive and confidential material provided by all agents/guests.
• Worked on special projects via email for agents and customers, sometimes dealing with over 100 emails per day.
• Responded to agent inquiries and provided accurate information about products and services via live chat.
• Assisted department with email-based support when call center was busy or short-staffed.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Worked with Knowledge Base team to help improve overall process for more efficient and accurate tool base by performing research, and feedback to have policies and procedures updated.

Travel Agent (10/2016-02-2018)

• Arranged travel accommodations for groups, couples, executives, and special needs clients.
• Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
• Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
• Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
• Advised customers on necessary travel documents and visa requirements to successfully reach their planned destination.
• Notified traveling personnel of constraints such as luggage limits and insurance requirements.
• Arranged hotel accommodations.
• Set up domestic and international flights for guests.

Senior Representative (05/2005-06/2016)

• Assisted with recruiting, interviewing, onboarding, and training new hires.
• Performed coaching with existing agents and followed up with new hires to ensure everything was going well and asked them to provide feedback on their onboarding process.
• Help with interpretation of laws, rules, regulations, policies, procedures, and processes to agents/guests.
• Followed up with new and existing agents to ensure all proper tools have been provided to succeed.
• Provided cross-training for 6 to 12 team members.
• Created PowerPoint for all training materials.
• Asked to assist with performance reviews to determine pay increases.
• Managed monthly audits for customer emails regarding staff in Philippines and provided reports to program director.
• Handled all incoming mail from US and Canada.
• Managed Facebook and Twitter content to keep brand messages consistent.
• Created engaging content to keep social media channels updated and on brand.
• Asking customers for feedback via Social Media regarding how things can improve for customer/client care process.
• Assisted with answering customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Helped with large volume of customers every day with positive attitude and focus on customer satisfaction.
• Communicated with team members to enforce deadlines and quality standards.