Caridad ( Cary ) Boster
Raleigh,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Call Center Sales SMB
Spectrum
08.2021 - 05.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Resolved concerns with products or services to help with retention and drive sales.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
Director of Client Services
Mission Travel
06.2015 - 07.2021
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Established performance and service goals and held associates accountable for individual performance.
- Collected confidential financial information from clients to construct comprehensive financial plans.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
- Monitored, measured and drove client services growth and profit objectives by coaching, motivating and disciplining staff.
- Developed team communications and information for meetings.
Lead Travel Consultant/Group Air Specialist
RAPTIM HUMANITARIAN TRAVEL GROUP
02.2004 - 06.2015
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible hours; night, weekend, and holiday shifts.
Skills
- Responding to Difficult Customers
- Customer Retention Strategies
- Upselling Products and Services
- Efficient and Detail-Oriented
- Scripted Calls
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- CRM Systems
- Social Media Strategy
- Revenue Growth
- Client Inquiries
- Team Goals
- Customer Account Management
- Closing Procedures
- Client Meetings
- Peer Counseling
- Team Goals
- Selling Skills
- Team Goals
- Closing Procedures
- Client Meetings
- Client Meetings
- Selling Skills
Languages
Spanish
Timeline
Call Center Sales SMB
Spectrum
08.2021 - 05.2022
Director of Client Services
Mission Travel
06.2015 - 07.2021
Lead Travel Consultant/Group Air Specialist
RAPTIM HUMANITARIAN TRAVEL GROUP
02.2004 - 06.2015