EDWARD SANDERS

Responsibilities:

• Deliver excellent customer support through various channels i.e. voice, email, and chat
• Facilitate new travel bookings for a variety of travel products – primarily, Air, Car, and Hotel bookings
• Service existing travel bookings e,g. requests to cancel or change bookings
• Monitor and service open issues through completion
• Provide site navigation assistance to customers who are new to self-booking online
• Educate customers on website functionality in an effort to increase the online adoption rate
• Report issues that are surfaced by the customer, including complaints, site production issues, etc.

• Answered an average of 50+ of inbound calls per day by addressing customer inquiries, solving technical issues, providing new product information and up-selling Directv's protection plan premier
• Politely greeted each customer calling in to ascertain what each customer wanted or needed
• Answered product and/or technical questions with up-to-date knowledge of Directv's policy and procedures
• Effectively communicated with peers and leadership teams on a daily basis
• Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
• Accurately documented, researched and resolved customer service issues
• Managed high call volume with tact and professionalism
• Defused volatile customer situations calmly and courteously
• Met or exceeded service and quality standards every review period
• Addressed and resolved customer product complaints empathetically and professionally
• Worked night and weekend shifts during holiday season and always worked overtime to help with business needs.

• Assigned employees to specific duties to best meet the needs of the store
• Reported to the district manager regarding all store and staff issues
• Interviewed job candidates and made staffing decisions
• Counted cash drawers and made bank deposits
• Reordered inventory when it dropped below predetermined levels
• Examined merchandise to verify that it was correctly priced and displayed
• Conducted store inventories monthly
• Reviewed operational records and reports to project sales and determine profitability
• Trained all incoming cashier team members.