Gwendolyn Sams

Call Center Representative

Taking incoming call

• Handled customer complaints and inquiries.
• Assisted with training and development of team members.
• Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
• Updated job knowledge by attending workshops, training sessions and educational opportunities.
• Ensured all safety protocols were followed, resulting in a safe working environment for employees and customers alike.
• Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
• Monitored front areas so that questions could be promptly addressed.
• Responded to customer requests for products, services, and company information.
• Monitored team's performance and gave feedback when necessary.
• Managed daily operations of the service department, maintaining a high level of organization and productivity.
• Enhanced team performance by implementing effective training programs and regularly evaluating staff progress.

• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
• Provided customers with information about availability and pricing.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.