Summary
Overview
Work History
Education
Skills
Accomplishments
Special Assignments
Timeline
AccountManager

Charlene Stevens

Phoenix,AZ

Summary

Guest-oriented Reservation Agent with advanced-level reservation and customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations and expand customer base. Friendly, organized and hardworking with strong skills in [Software].

Overview

9
9
years of professional experience

Work History

Reservation Clerk

Black Hills Central Reservations
Deadwood, SD
04.2012 - 09.2012
  • Processed online bookings, cancellations and changes in reservations.
  • Took calls for reserving camping spots in over 65 State Parks in SD for the 2012 Spring and Summer season in a call center environment.

Administrative Assistant

Historic Homestake Opera House
Lead, SD
02.2009 - 12.2010
  • Composed correspondence, reports and meeting notes.
  • Scheduled appointments, meetings and events for management staff.
  • Clerical; opened, analyzed, sorted/distributed regular mail. Used Outlook Express for inner office email/memos; alphabetically compiled correspondance/docs. for employees as required; copied, scanned, and faxed docs. and other related duties.

Clerical Assistant/Receptionist

Sanford Homestake Underground Laboratory
Lead, SD
01.2008 - 12.2009
  • Directed clients and guests to correct departments, rooms and staff members.
  • Take/respond to phone calls and walk-ins with requests for information with other daily duties. Consolidate and take photos for picture records as people came into the Lab; from all over the world.
  • Coordinated company records and resources to assist team members with special projects.

Data Entry Clerk

Rev. Leroy Jenkins Evangelistic Assoc.
Scottsdale, AZ
05.2005 - 01.2008
  • Executed daily operations of orders via email; solved shipping errors.
  • Designed, wrote and produced special "prisoner" letters; answered their requests.
  • Created an easier and timelier way to answer prayer requests by codes.
  • Trained new Temp. Support for Data Entry
  • Provided support to management staff in regards to data entry processes.
  • Updated existing records with new or revised information as needed.

Customer Service Representative

Debt Free Squad
Tempe, AZ
01.2004 - 05.2005
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Consulted with customers to resolve service and billing issues.
  • Made outbound calls to obtain account information.

Education

AABA - Business Administration

(AIU) American Intercontinental University Online
5550 Prairie Stone Pkwy. Ste. 130 Hoffman Est. IL
09.2007

Associate of Arts - Data Preparation And Integrated Software

Chippewa Valley Technical College
Eau Claire, WI
08.1977

High School Diploma -

North Jr/Sr High School
Eau Claire, WI
06.1967

Skills

  • Travel Reservations
  • Travel Sales
  • Phone Etiquette
  • Customer Service Liaison Inbound/Outbound calls
  • Proficient Data Entry
  • Customer Service Awards
  • Detailed and Analytical
  • 98-100 % accuracy/Data Entry and Verification

Accomplishments

  • Special Data Entry assignment for the 2000 Census in Phoenix AZ and a chosen special project for the IRS in the Summer to use my 98-100 % Accuracy and Data Entry skills for both.

Special Assignments

  • This was a special time in my life where I was chosen to do the very important and timely work for the 2000 Census to key off of paper and/or images for where my accuracy especially was needed. I was there until the Census was completed.
  • For this special assignment the IRS needed not only accurate and proficient people in Data Entry but fast to complete it through the Summer. I qualified and completed my part; keying off of source documents to their special software.

Timeline

Reservation Clerk

Black Hills Central Reservations
04.2012 - 09.2012

Administrative Assistant

Historic Homestake Opera House
02.2009 - 12.2010

Clerical Assistant/Receptionist

Sanford Homestake Underground Laboratory
01.2008 - 12.2009

Data Entry Clerk

Rev. Leroy Jenkins Evangelistic Assoc.
05.2005 - 01.2008

Customer Service Representative

Debt Free Squad
01.2004 - 05.2005

AABA - Business Administration

(AIU) American Intercontinental University Online

Associate of Arts - Data Preparation And Integrated Software

Chippewa Valley Technical College

High School Diploma -

North Jr/Sr High School

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Charlene Stevens