Cecily Harrison
Wetumpka,AL
Summary
Dynamic professional with a proven track record at American Express, enhancing client satisfaction through expert travel planning and exceptional customer service. Skilled in GDS knowledge and relationship building, I excel in creating personalized experiences, leading to a significant increase in repeat business. Adept at multitasking and problem-solving, I consistently deliver results beyond expectations. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Travel Consultant
American Express
11.2022 - 02.2024
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
Delivery Driver
Amazon
09.2020 - 08.2022
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed rush deliveries on tight timetables to satisfy customer needs.
Technical Support Representative
Apple
02.2019 - 09.2020
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Customer Service Representative
Hire Dynamics
12.2018 - 06.2020
- 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.
Server
Applebees Rmh
12.2009 - 05.2012
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Shift Leader
Arbys Resturant
07.2004 - 12.2009
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
Education
Diploma -
Fairfield High Preparatory School
Fairfield, ALMiles College
Fairfield, ALSkills
- Strong Communication Skills
- GDS knowledge
- Hotel Accommodations
- Travel research
- Exceptional customer service
- Retail Sales
- Expert destination knowledge
- Regulations and compliance
- Company guidelines and procedures
- Relationship Management
- Team Oversight
- Multilingual Proficiency
- Client Relationship Building
- Client Relations
- Service Promotion
- Critical Thinking
- Active Listening
- Logistics support
- Relationship Building
- Reservations Booking
- Travel Planning
- Travel Itineraries
- Customer Inquiry and Response
- Customer Service
- Payment Processing
- Accurate Documentation
- Microsoft Office
- Cancellation Policies
- Data Confidentiality
- Client Records
- Cash Handling
- Data Entry
- Employee Training
- CRM Software
- Customer Referrals
- Basic Mathematics
- Loyalty Programs
- Cost Calculation
- Foreign Country Regulations
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Problem-solving abilities
- Call center experience
- Money handling abilities
- Complaint Handling
- Problem Resolution
- Customer Relations
- Computer Proficiency
- Conflict Resolution
- Microsoft Excel
- Customer satisfaction measurement
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Professional telephone demeanor
- Follow-up skills
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Administrative Support
- Microsoft PowerPoint
- Data Collection
- Prioritization
- Building rapport
- Technical Support
- Clerical Support
- Live chat support
- Dispute Resolution
- Multi-line phone talent
- Product and service solutions
- Product Sales
- Sales expertise
- Assertiveness
- Order Fulfillment
- Account updating
- Research
- Reading Comprehension
- Office equipment proficiency
- Proofreading
- Shipping and Logistics
- POS systems expert
- Sales closing
- Key holder experience
- Shipping procedures understanding
- Delivery Scheduling
- Warehousing functions
- Receiving support
- Software CRM system proficiency
- Credit adjustments
- Promotional support
- Consultative Sales
Timeline
Travel Consultant
American Express
11.2022 - 02.2024
Delivery Driver
Amazon
09.2020 - 08.2022
Technical Support Representative
Apple
02.2019 - 09.2020
Customer Service Representative
Hire Dynamics
12.2018 - 06.2020
Server
Applebees Rmh
12.2009 - 05.2012
Shift Leader
Arbys Resturant
07.2004 - 12.2009
Diploma -
Fairfield High Preparatory School
Miles College
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