Douglas Passwaiter

• Directed dispatching, routing, and tracking of [Number] fleet vehicles.
• Maintained updated and detailed records of calls in physical and electronic database.
• Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.

• Assisted call-in customers with questions and orders.
• Resolved concerns with products or services to help with retention and drive sales.
• Logged call information and solutions provided into internal database.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer needs through competent customer service and prompt problem-solving.

MOD customer service - providing after hours emergency support with reservations having issues checking into there hotels world wide.

Handling Emails between calls with future & past bookings and there request. multitasking and managing often complex issues.

• Promoted customer service satisfaction by acknowledging and anticipating client expectations.
• Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
• Researched and created memorable and exquisite travel itineraries for high-level clients, celebrities, politicians and business executives.
• Explained benefits of purchasing travel insurance with clients.
• Maintained updated knowledge of airline regulatory requirements and industry standards to ensure client convenience.
• Communicated travel policies to clients and collaborated with preferred vendors to maximize company profit.
• Explained security issues and protocols with individuals traveling to highly insecure areas like [Location].
• Asked open-ended questions to best understand client needs and determine best travel offerings.
• Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
• Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
• Communicated security issues and protocols to clients traveling to unstable countries or locations.
• Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
• Informed clients of travel policies and utilized preferred vendors to maximize company profits
• Organized trips for individual, family and business travelers.
• Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Arranged travel accommodations for groups, couples, executives, and special needs clients.
• Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
• Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.

Outbound team - contacting leads from web site and setting up appointments with certified debt consolidation counselor ; contact client regarding missed payments and payment reminder calls.

Customer Service assist with inbound calls as back up receptionist 5750 Carrier Dr, Orlando,

• Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.
• Employed customer relationship management software to track and manage calls made by team members and to retain customer data.
• Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
• Refined and demonstrated excellent listening skills, asked probing questions, understood concerns and overcame objections.
• Made appointments with interested customers according to schedule availability.

• Community Management Inc., 2105 E. 9th st, Portland, OR 97214 (503)233-0300
• Concierge- Meriwether Condo community; Duties include security, checking guests, parcels and maintain the safety & privacy of the residents, booking reservations, travel plans, and researching info for residents. Resolved product/policy issues and shared benefits of new technology. Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
  
• Scheduled deliveries of various items including flowers, gifts, and balloons and made guest reservations for spa services and dining.
• Managed transportation arrangements to and from airport, train station and local events for visitors.
• Rectified volatile situations quickly through active listening and effective communication.
• Updated front desk's concierge book to maintain most relevant visitor information.

4/4/2011-8/18/2011 RSI –Reservation Services Inc,

501 N. Wymore Rd, Winter park, Fl

Travel Agent Concierge Services –. Providing concierge travel services for members. From assisting with booking travel and assisting in there arrangements. Greeted customers entering the store to ascertain what each customer wanted or needed.

• Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
• Communicated security issues and protocols to clients traveling to unstable countries or locations.
• Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently.
• Handled travel arrangements for groups, couples, executives and special needs clients.
• Asked open-ended questions to best understand client needs and determine best travel offerings.
• Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
• Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.