Summary
Overview
Work History
Education
Skills
Work Preference
Quote
Timeline
Awards
Generic

Carolyn Sager-Collins

Fort Worth,Texas

Summary

Energetic Sales Support Specialist focused on enabling strong Airline revenue sales by skillfully handling administrative needs. Successful at managing sales tracking tools and creating informative reports. Polished in identifying market trends to help sales professionals make strategic decisions and continue capturing business. Skilled in cultivating positive relationships with clients and colleagues; particularly adept at communicating with clarity and diplomacy to individuals from diverse cultural and organizational backgrounds.

Overview

10
10
years of professional experience

Work History

Customer Sales Support Representative

American Airlines
11.2021 - 12.2023
  • Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
  • Used various applications such as Sale slink, Qik, native Sabre and FLY (BA Amadeus) to assist travel professionals with interpretation of our Global Sales policies and procedures, to provide waiver/favor services, to resolve complex booking and ticketing issues or to provide guidance for rebooking customers impacted by schedule or flight changes, for both American Airlines and our JB partners
  • Made decisions and recommendations to build account loyalty, retain customer revenue and maintain American’s competitiveness in our marketplace
  • Managed over 25 customer accounts per day, responded to multiple inquiries and resolved customer service issues
  • Helped cultivate and maintain business relationships by professionally handling partner and customer needs.

Customer Service Representative/Business Products

American Airlines
05.2021 - 11.2021
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer Service Representative

American Airlines
11.2015 - 05.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Explained various flight options available and helping customers make informed decisions.
  • Assisted with changing and cancelling flight reservations. Keeping customers informed of any changes to their reservation.
  • Processed payments.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.

Senior Auditor

Texas Mutual Insurance
05.2014 - 06.2015
  • Consulted clients on internal control systems development and audit program improvements.
  • Prepared working papers, reports and supporting documentation for audit findings.
  • Analyzed financial reconciliations, policyholder payroll records, job classification codes, and contracts
  • Developed and maintained policyholder relationships, while delivering excellent customer service and promoting policyholder retention.
  • Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
  • Identified management control weaknesses and provided value added suggestions for remediation.
  • Developed and implemented corrective actions to bring business areas in line with standards.

Education

MS. Health Care Administrator -

LeTourneau University
Longview, TX
08.2018

BS. Psychology/Minor Criminal Justice -

LeTourneau University
Longview, TX
05.2014

Skills

  • Highly organized with good planning skills and ability to meet strict deadlines
  • Exemplary problem-solving skills; able to identify problems and implement corrective processes
  • Excellent written and oral communication skills
  • Conflict Resolution
  • Upselling Products
  • Analytical Thinking
  • Industry Knowledge
  • Written Communication
  • Customer Relations
  • Good Telephone Etiquette
  • Customer Accounts Management
  • Customer Order Management

Work Preference

Work Type

Full Time

Work Location

RemoteHybridOn-Site

Important To Me

Personal development programsWork-life balanceCareer advancementHealthcare benefits401k matchPaid time offPaid sick leaveWork from home optionCompany CultureStock Options / Equity / Profit SharingTeam Building / Company Retreats

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Customer Sales Support Representative

American Airlines
11.2021 - 12.2023

Customer Service Representative/Business Products

American Airlines
05.2021 - 11.2021

Customer Service Representative

American Airlines
11.2015 - 05.2021

Senior Auditor

Texas Mutual Insurance
05.2014 - 06.2015

MS. Health Care Administrator -

LeTourneau University

BS. Psychology/Minor Criminal Justice -

LeTourneau University

Awards

Business Computer Training Institute Medical Claims Insurance Certificate Fort Worth Teaching Fellows (Fort Worth, TX)

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Carolyn Sager-Collins