Travel - specializing in Canada, New Zealand and Australia
Emily Gray
Customer Service Rep
Portland,OR
Summary
Smart and empathic membership service agent with over 15 years of experience providing friendly and accommodating customer service, accompanied by a proven track record of maintaining professional demeanor.
Overview
15
15
years of professional experience
Work History
ERS/Membership Service Agent
AAA Oregon/Idaho
11.2016 - Current
- Take inbound calls from members regarding roadside service needs which need to be triaged and submitted in a calm and expedient manner
- Used a professional yet empathic tone to calm upset and frantic members in traumatic situations
- Answered membership questions and set up new accounts including processing payments
- Assist members with some IT issues navigating the AAA website, accessing account information and utilizing the travel system online.
Dispatcher/Customer Service
First Transit /TriMet LIFT
05.2013 - 11.2016
- Received and processed ride requests through the city's senior and disabled ride-share program
- Promoted to dispatcher a year later
- Kept vehicles on schedule and provided assistance to drivers including: calling for medical help, giving directions, rerouting, making schedule changes, calling vehicles and drivers in for maintenance and personnel issues
- Provided estimated arrival times for clients and cancelled calls in real time as needed
- Became part of a tight-knit team that worked well together.
Cashier
Dede's Deli
07.2010 - 05.2013
- Provided enthusiastic service to lottery patrons and kept a fun and positive atmosphere
- Routinely kept the bathroom, kitchen and player areas clean and functional
- Prepared light food items and served drinks to players and other customers
- Managed the day-to-day operations of the cash register, including the stocking, balancing and maintaining of inventory
Education
Associate of Arts - Sociology
Portland Community College
Portland, OR06-2005
Skills
- Friendly, positive attitude
- Customer service
- Problem-solving
- Flexible and adaptable
- Excellent communication
- Building rapport
Certification
- Viking River Cruise Certified Expert, Viking - July, 2025
Additional Information
Passed Travel Agent Proficiency Test (TAP) provided by The Travel Institute with a score of 84%. My highest marks being in geography, international travel, air transportation, accommodations, operations and technology.
Portfolio
FEATURED
TAP Test Results
Viking Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Cultural & various regional activities
ADA/Special Needs Assistance
Pets, nature, animals and ecotourism
Software
Canva
Travefy
Timeline
ERS/Membership Service Agent
AAA Oregon/Idaho
11.2016 - Current
Dispatcher/Customer Service
First Transit /TriMet LIFT
05.2013 - 11.2016
Cashier
Dede's Deli
07.2010 - 05.2013
Associate of Arts - Sociology
Portland Community College