Cherrie Palau
Spectrum
Wahiawa,HI
24
Years of experience
Dedicated customer service professional with a strong ability to resolve complaints, enhance satisfaction, and manage high call volumes. Skilled in active listening and effective communication, ensuring positive customer experiences.
Work History
Customer Service Sales Representative
18 Years 9 Months- Provided exceptional customer support by resolving inquiries and issues efficiently.
- Assisted customers in selecting products that best met their needs, enhancing satisfaction.
- Utilized CRM systems to track customer interactions and improve service delivery.
- Trained new team members on processes, fostering a collaborative work environment.
- Answering incoming calls in a high volume call center.
- Calculating products to quote customers for products and services.
- Developed strategies to upsell services, increasing overall sales and customer engagement.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Resolved customer complaints, ensuring customer satisfaction and loyalty.
- Addressed and resolved billing inquiries, ensuring customer satisfaction with account management.
Reservation Agent/Group Sales Representative/Trainer
5 Years- Managed customer reservations using Sabre HUI and other airline systems for optimal efficiency.
- Provided exceptional customer service, resolving issues promptly to enhance travel experiences.
- Coordinated flight changes and cancellations, ensuring accurate information relayed to customers.
- Assisted in training new reservation agents on system navigation and customer interaction protocols.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Assisted in training new hires on proper procedures, software usage, and company policies ensuring consistent performance levels across the reservations team.
- Provided customers with information about availability and pricing.
- Facilitated group reservations by coordinating with multiple service providers, ensuring seamless experiences for large parties.
- Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
- Traveled to Philippines to assist in training new Reservation agents on Sabre HUI reservations system, polices and procedures.
Education
Certificate of Completion - Travel Industry Management
Skills
Customer service
Time management
Active listening
Problem-solving
Call center experience
Incoming call management
Customer complaint resolution
CRM software
Empathy and patience
Verbal and written communication
Phone etiquette
Multitasking
Timeline
Customer Service Sales Representative
Spectrum
06.2007 - 03.2026Read More
Reservation Agent/Group Sales Representative/Trainer
Hawaiian Airlines
06.2002 - 06.2007Read More
Travel Institute of The Pacific
Certificate of Completion from Travel Industry Management
Read More