David Shepherd
Reservation Specialist
Apache Junction,AZ
Summary
Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 6 years of experience in the RV rental industry.
Dedicated Sales professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
Work History
Reservation Specialist
Cruise America, Inc
Mesa, AZ
09.2015 - Current
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Assisted customers with making reservations and entered reservation details into computer system.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Resolved various issues and discrepancies for customers.
- Worked on multiple teams to drive revenue and sales.
- Converted inbound sales calls 25% of time.
Front Desk Agent and Night Auditor
Hotel Tempe/Phoenix Airport Innsuites
Tempe, AZ
01.2015 - 09.2015
- Excelled in creative guest satisfaction when guests had inquiries and complaints.
- Champion for guest services through the use of financial accuracy and guest satisfaction market research.
- Created processes to enhance the accuracy and consistency of the Night Audit and trained other night auditors to do the same.
- Maintained a friendly, professional, and fun environment for guests and team members.
- Balance the needs of multiple guests simultaneously in a fast-paced environment.
- Communicated with supervisors on issues in a tactful and effective manner.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Confirmed relevant guest information and payment methods to prevent fraud.
Wal-mart Associate and Department Manager
Wal-Mart
Mesa, AZ
01.2014 - 04.2015
- Demonstrated that customers come first by serving them with a sense of urgency.
- Placed special merchandise orders for customers.
- Maintained friendly and professional customer interactions.
- Worked as a team member to provide the highest level of service to customers.
- Shared product knowledge with customers while making personal recommendations.
- Trained staff to deliver outstanding customer service.
- Communicated with supervisors on employees' strengths and areas of opportunity when writing evaluations.
- Stocked and restocked inventory when shipments were received.
- Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.
- Minimized loss and misuse of equipment through proper restaurant supervision and staff training.
- Developed and maintained exceptional customer service standards.
- Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines.
- Optimized profits by controlling food, beverage and labor costs on a daily basis.
- Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.
Zone Merchandising Supervisor
Wal-Mart Stores, Inc
Mesa, AZ
05.2011 - 01.2014
- Created 30, 60, 90 day plans and execute them in accordance to the changing seasons.
- Verified that all company standards were maintained on a daily basis.
- Balanced the needs of multiple customers simultaneously in a fast-paced environment.
- Maintained friendly and professional customer interactions.
- Addressed customer inquiries and resolved complaints.
- Recruited, hired, developed, and retained talent for the company.
- Trained staff to deliver outstanding customer service.
- Balanced company and customer needs.
- Addressed and corrected sales staff communication issues in a tactful and effective manner.
Deli Department Manager
Wal-Mart Stores, Inc
Mesa, AZ
04.2007 - 05.2011
- Contributed to schedule creation and set daily priorities for supervisory staff.
- Purchased products for deli department according to store product guidelines.
- Worked with Assistant Manager to develop and implement standard and special menu items and deli selections.
- Inventoried food products and associated materials on Weekly basis.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Delivered front-end support to staff during rush periods.
Education
Bachelor of Science - Hospitality, Hotels, and Operations
University of Phoenix
Phoenix, AZ08.2013
Culinary Arts
Maricopa Community Colleges - Scottsdale Community College
Scottsdale, AZ05.2005
Skills
- Customer Service Oriented
- Flexible & Adaptable
- Conflict Resolution
- Self-motivated professional
- Good listening skills
- Responsible
- Data Entry
- MS Office
- Corporate Travel
- Zoom, Skype, Webex Familiar
- Upselling Proficiency
- Customer Accounts Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Everything should be as simple as it is, but not simpler.
Albert Einstein
Timeline
Reservation Specialist
Cruise America, Inc
09.2015 - Current
Front Desk Agent and Night Auditor
Hotel Tempe/Phoenix Airport Innsuites
01.2015 - 09.2015
Wal-mart Associate and Department Manager
Wal-Mart
01.2014 - 04.2015
Zone Merchandising Supervisor
Wal-Mart Stores, Inc
05.2011 - 01.2014
Deli Department Manager
Wal-Mart Stores, Inc
04.2007 - 05.2011
Bachelor of Science - Hospitality, Hotels, and Operations
University of Phoenix
Culinary Arts
Maricopa Community Colleges - Scottsdale Community College
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