Danielle Smith

Provide exceptional customer support by assisting travelers with itinerary changes, flight disruptions, cancellations, and other travel related concerns.

Manage high-volume customer interactions while maintaining professionalism, accuracy, and a customer-first approach.

Research and resolve complex travel issues by reviewing customers' membership accounts, reservation details, policies, and applicable travel guidelines.

De-escalate customer situations through active listening, empathy, clear communication, and effective problem resolution.

Navigate multiple computer systems and digital tools and resources simultaneously to access customer information, verify travel details, and complete transactions accurately

Collaborate with internal departments and operational teams to resolve escalated customer concerns and ensure timely solutions.

Mentored service and sales representatives, improving call handling skills and product knowledge to meet targeted goals.

Identified customers' needs promptly to ensure efficient service delivery, resolved issues with knowledgeable, friendly service to promote high customer satisfaction.

Responsible for investigating, managing, and resolving complex customer issues while delivering a high level of service and ensuring compliance with the company's policies and regulations. A key liaison between customers and internal departments to drive timely, accurate, and customer-focused resolutions.

Utilized advanced technical skills to troubleshoot and resolve complex issues efficiently. Fostered a supportive environment to build team confidence and collaboration.

Responsible for researching, processing inquiries, cancellations, renewals, reinstatements. Identifying the customer's needs as well as advocating for the customer and educating them on Progressive's products and services.

Effectively handled high-volume customer interactions while maintaining professionalism empathy, and attention to detail.

Supporting the policyholders in a fast-paced environment, assisting with policy questions, billing concerns, claims-related inquiries, and account updates.

Documented customer interactions accurately, and ensured compliance with company guidelines. Developed a strong knowledge of insurance processes, customer relationship management, confidentiality and deadline- driven workflows.