Summary
Overview
Work History
Education
Skills
Timeline
AccountManager

Erica Charlton

Call Center Representative
Corona,CA

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 nine years of experience in hospitality.

Overview

17
17
years of professional experience

Work History

Central Reservations Agent

Glen Ivy Hot Springs
Corona, CA
08.2012 - Current
  • Provide customers with information about availability and pricing.
  • Resolve various issues and discrepancies for customers.
  • Provide high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Utilize "Resort Suite" to input all key data into resort database system.
  • Provide follow through on all calls with confirmations and dissemination of requested information.
  • Manage and close reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
  • Answer incoming phone calls and develop friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Prepare customer invoices, accept payments and process refund and cancellation requests.
  • Suggest various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Quickly learn new skills and apply them to daily tasks, improving efficiency and productivity.
  • Carry out day-day-day duties accurately and efficiently.
  • Demonstrate respect, friendliness and willingness to help wherever needed.
  • Handle large daily call volume.

Secretary

Alliance Investigative Services, Inc.
Corona, CA
03.2005 - 04.2012
  • Answered multi-line phone system and greeted callers enthusiastically.
  • Scheduled appointments and conducted follow-up calls to clients.
  • Provided clerical support to company by copying, faxing and filing documents.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Completed accurate daily report documents, memos and invoices.
  • Recorded expenses and maintained accounting records.
  • Created and updated physical records and digital files to maintain current, accurate and compliant documentation.

Education

High School Diploma -

Marina High School
Huntington Beach, CA

Skills

  • Telephone Reservations
  • Microsoft Word
  • Reading Comprehension
  • Service Quality
  • Phone Inquiries
  • Responding to Difficult Customers
  • Call Documentation

Timeline

Central Reservations Agent

Glen Ivy Hot Springs
08.2012 - Current

Secretary

Alliance Investigative Services, Inc.
03.2005 - 04.2012

High School Diploma -

Marina High School

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Erica CharltonCall Center Representative