Demarcus Brown
Dallas,TX
Summary
Resourceful Travel Consultant passionate about providing dream experiences in leisure travel. Strong research background and love of all things travel. Extensive career in hospitality working with clients pursuing unique vacation adventures.
Sharp and energetic travel agent successful at troubleshooting and handling customer support quickly. Bilingual and well-traveled with active listening and interpersonal skills.
Personable travel agent used to fast-paced, deadline-driven environments. Expert in overseas travel and cruise vacation packages.
Deadline-driven travel consultant with expertise serving special needs clients. Real go-getter with outstanding interpersonal skills. Proven career success developing profitable travel programs and extending clientele base.
Overview
30
30
years of professional experience
Work History
Travel Counselor
Intelenet GlobalAmerican Express Travel
Dallas, TX
04.2019 - 01.2024
- Responsible for assisting customer with booking and making changes to hotel, car and airline reservations
- Enhanced client satisfaction by providing customized travel solutions for corporate clients.
- Negotiated favorable rates with vendors, resulting in significant savings for clients.
- Managed complex itineraries for high-level executives, ensuring seamless travel experiences.
- Assisted clients in navigating travel disruptions, providing timely alternatives and minimizing inconvenience.
- Provided exceptional customer service, consistently receiving positive feedback from clients and colleagues alike.
- Conducted thorough research on visa requirements and regulations, facilitating smooth international travel for clients.
- Leveraged expert knowledge of global destinations to provide insightful recommendations tailored to individual client needs.
Level 3 Xbox Technical Support
Microsoft
Irving, TX
11.2012 - 03.2019
- Decreased call resolution times for Tier 3 support by implementing efficient troubleshooting methods.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Improved team productivity with thorough documentation of resolved issues for future reference.
- Collaborated closely with cross-functional teams to address recurring system-wide problems, resulting in improved system stability.
- Streamlined technical processes by developing and maintaining comprehensive knowledge base articles.
Level 2 Technical Support Representative
Matrix Resources/Pepsico
Plano, TX
02.2010 - 11.2012
- Streamlined workflow for faster issue resolution by creating and maintaining a knowledge base of common problems and solutions.
- Promoted self-service options to customers by directing them to relevant online resources and guiding them through troubleshooting steps over the phone.
- Upheld company security protocols by diligently verifying customer account information before providing assistance or making changes.
- Boosted first-call resolution rates by proactively addressing potential future issues during initial customer interactions.
- Provided tailored guidance for users with varying levels of technical proficiency, ensuring all customers received appropriate support.
Level 1Technical Support Representative
Volt/Apple Inc
Addison, TX
10.2008 - 01.2010
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Provided remote support for customers, guiding them through the resolution process stepbystep.
- Stayed up-to-date on product knowledge, ensuring accurate and timely information was relayed to clients.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
Settlement Specialist
Credit Solutions
Richardson, TX
02.2008 - 09.2008
- Enhanced client satisfaction by effectively managing settlement transactions and ensuring timely completion.
- Streamlined the settlement process for improved efficiency and reduced processing time.
- Collaborated with internal and external stakeholders to resolve any discrepancies in settlement documents.
- Developed innovative solutions to address complex settlement issues, resulting in a reduction of errors.
- Maintained compliance with industry regulations through strict adherence to policies and procedures during the settlement process.
- Managed high volumes of daily settlements, consistently meeting deadlines without compromising accuracy.
Internet Consultant
Verizon Superpages
Irving, TX
01.2007 - 02.2008
- Boosted client satisfaction by implementing customized internet marketing strategies.
- Optimized client websites, resulting in improved user experience and higher conversion rates.
- Provided ongoing support and consultation services to ensure continuous improvement in clients'' online performance.
- Conducted keyword research and developed targeted SEO campaigns that led to increased visibility on search engines.
- Collaborated with cross-functional teams to develop integrated digital marketing strategies tailored to each client''s goals.
- Evaluated competitor websites, identifying areas of opportunity for differentiation and gaining market share.
Technical Support/Customer Service Representative
Mastec Advanced Technologies
Farmers Branch, TX
03.2005 - 01.2007
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Medco Health Solutions
Irving, TX
12.2004 - 01.2005
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Level 2 Technical Support Representative
Verizon Inc
Garland, TX
09.2000 - 07.2004
- Enhanced customer satisfaction by effectively resolving technical issues through phone,
- Streamlined workflow for faster issue resolution by creating and maintaining a knowledge base of common problems and solutions.
- Consistently met or exceeded individual performance goals while contributing to the overall success of the team.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Level 1 Technician
Allegiance Telecom
Dallas, TX
10.1999 - 09.2000
- Improved system efficiency by performing routine maintenance and repairs on computer hardware and software.
- Reduced equipment downtime with regular diagnostics, updates, and upgrades to both hardware and software components.
- Assisted in the implementation of new technology solutions, contributing to improved business processes.
- Supported network infrastructure by performing installations, configurations, and basic troubleshooting tasks.
- Responded promptly to service requests from users, prioritizing tasks based on severity and impact.
Credit Specialist
JC Penney Credit Department/Saks Fifth Avenue
Dallas, TX
04.1994 - 09.1999
- Enhanced credit department efficiency by implementing streamlined processes and procedures.
- Reduced risk exposure by conducting thorough credit analyses for new and existing clients.
- Increased customer satisfaction, resolving disputes and offering payment solutions tailored to individual needs.
- Maintained accurate documentation of all credit-related activities, ensuring compliance with company policies and industry regulations.
- Developed strong relationships with external partners, such as banks and credit bureaus, to facilitate efficient information exchange.
- Assisted in the development of credit policies that balanced risk management with customer acquisition objectives.
Education
High School Diploma -
Heritage High School
Dallas, TXBachelor's Degree - Business Administration
Kelsey Jenny College
San Diego, CA01.1999
Skills
- Company Guidelines and Procedures
- Regulations and Compliance
- High Volume Environments
- Exceptional Communication
- Itineraries
- Excellent Customer Service
- Travel Arrangements
- Travel Research
- Hotel Accommodations
- Global geography understanding
- Travel industry experience
- Attention to detail
- Strong negotiation skills
- GDS system knowledge
- Problem-solving abilities
- Customer Support Escalations
- Technical Documentation
- Expert Problem Solving
- Advanced Troubleshooting
- Remote Support Tools
- Customer De-Escalation
- Technical Troubleshooting
- Customer Support
- Customer Needs Assessment
Timeline
Travel Counselor
Intelenet GlobalAmerican Express Travel
04.2019 - 01.2024
Level 3 Xbox Technical Support
Microsoft
11.2012 - 03.2019
Level 2 Technical Support Representative
Matrix Resources/Pepsico
02.2010 - 11.2012
Level 1Technical Support Representative
Volt/Apple Inc
10.2008 - 01.2010
Settlement Specialist
Credit Solutions
02.2008 - 09.2008
Internet Consultant
Verizon Superpages
01.2007 - 02.2008
Technical Support/Customer Service Representative
Mastec Advanced Technologies
03.2005 - 01.2007
Customer Service Representative
Medco Health Solutions
12.2004 - 01.2005
Level 2 Technical Support Representative
Verizon Inc
09.2000 - 07.2004
Level 1 Technician
Allegiance Telecom
10.1999 - 09.2000
Credit Specialist
JC Penney Credit Department/Saks Fifth Avenue
04.1994 - 09.1999
High School Diploma -
Heritage High School
Bachelor's Degree - Business Administration
Kelsey Jenny College