Crystalee M Hay
Sales Professional
Summary
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.
Sales-oriented travel expert with excellent administrative skills and experience working for well-known agencies. Proven expertise in customer service and in resolving conflicts. Provide exceptional service and quality obtained from years of hands-on experience in the travel industry.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Travel Advisor
SC Travel Group llc
05.2019 - Current
- Meets with customers via phone or in person to qualify budget, needs, and preference of travel
- Advises customers on destinations, cultures, customs, climate and activities
- Pays close attention to detail/aesthetics based on customers' ideal leisure travel needs to ensure a successful rate at 65% of closed sales
- Encourages customers on the importance of travel protection plans
- Consistently staying up to date on all travel related news, trends, and Covid-19 vaccination policies
- Provides in depth knowledge to customers with assistance on the US passport processes
- Strong proficiency working in CRM - Clientbase, Salesforce, AgentMate
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Forged robust marketing strategy by incorporating promotional techniques and materials to increase tour package sells.
- Resolved travel problems, processed complaints and issued refunds to maintain customer satisfaction.
- Responded to clients' questions, issues and complaints and found appropriate solutions when needed.
- Monitored market trends and activities to maintain competitive rates and strategies, increasing net revenue.
- Implemented automated office systems, optimizing client and data communications as well as records management.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
Passport Specialist
US Department of State
New Orleans, Dallas, LA, TX
03.2007 - 08.2019
- Responsible for examining passport applications for accuracy, completeness and entitlement to U.S
- Citizenship
- Reviewed evidence submitted with applications to determine authenticity and weighted adequacy in accordance with laws, regulations and procedures for the issuance of US passports
- Served as a subject matter expert on passport adjudication when guidelines are inadequate or vague, and appropriately made determinations in complex cases
- Provided technical expertise and guidance to other seasoned and junior specialists on unusual or difficult passport application cases wherein there is questionable documentation, or indication of possible fraud or criminal intent
- A keen ability to exercise wide latitude to approve or deny exceptions to the general rule, when necessary
- Communicate in person or in writing with customers regarding the resolution of highly difficult and complex casework problems involving documentation of U.S
- Citizenship, or to inform them when it has been determined that they are not entitled to a U.S
- Passport due to lack of a preponderance of the supporting evidence to establish their claim
- Served as a mentor to newly hired passport specialists; providing training, both in one-on-one and classroom settings, centered on assisting with them getting acclimated with interpretation and application of passport adjudication functions
- Performed on a rotational basis, or as needed, as senior passport specialist in Customer Service and Fraud Prevention offices.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
Education
Bachelors of Science -
Grambling State University
08.2011 - 12.2015
Degree - Biological Studies
Skills
Customer service oriented
Additional Information
- AWARDS/CERTIFICATES/TRAININGS
- Consular Interviewing Skills
- Effective Communication Techniques
- Communicating with Tact and Diplomacy
- Detecting Fraudulent Documents/Imposters
- Time Management Skills
- Leadership Skills for Non-Managers
- Proficient in Microsoft Word, Outlook, Excel, PowerPoint
- 60 WPM
Accomplishments
- Supervised a team of 6-8 staff members as a Supervisory Passport Specialist.
- Collaborated with a team of 4-5 in the development of new onboard trainee programs and standard operating procedures.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Documented and resolved four years of unresolved passport applications which led to improving agency backlog.
- Achieved high production performance rating by completing 21 passport applications per hour with accuracy and efficiency.
Timeline
Travel Advisor
SC Travel Group llc
05.2019 - Current
Bachelors of Science -
Grambling State University
08.2011 - 12.2015
Passport Specialist
US Department of State
03.2007 - 08.2019
Degree - Biological Studies
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