Isha Carvalho
North Las Vegas
Summary
Dynamic and detail-oriented professional with extensive experience as a Reservations Agent at Maui Economic Opportunity. Proven track record in enhancing customer satisfaction through effective issue resolution and proficient use of reservation software. Strong interpersonal skills and a commitment to team collaboration drive successful outcomes in fast-paced environments.
Overview
23
23
years of professional experience
Work History
Reservations Agent
Maui Economic Opportunity
03.2018 - 03.2024
- Managed reservation inquiries through phone and email, ensuring timely responses and customer satisfaction.
- Processed bookings efficiently using reservation software to maintain accurate records.
- Assisted customers with modifications and cancellations, demonstrating problem-solving skills under pressure.
- Collaborated with team members to streamline booking procedures and enhance workflow efficiency.
- Provided support in training new staff on reservation protocols and customer service standards.
- Resolved customer complaints effectively, fostering positive relationships and repeat business opportunities.
- Contributed to maintaining a clean work environment by adhering to organizational policies and procedures.
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- 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.
- Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
- Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
- Enhanced customer satisfaction by efficiently handling all aspects of the reservation process in a timely manner.
- Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
- Streamlined workflow for quicker response times, ensuring that clients received accurate information and prompt assistance.
- Developed rapport with guests through personalized interactions, fostering loyalty and encouraging repeat business.
- Resolved various issues and discrepancies for customers.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Produced and shared customer service reports to support management decision-making.
Manager on Duty
Walgreens
02.2013 - 02.2018
- Supervised daily operations to ensure compliance with company policies and procedures.
- Guided team members in mastering customer service skills and product expertise.
- Managed inventory levels, ensuring accurate stock counts and timely replenishment of shelves.
- Resolved customer concerns promptly to enhance satisfaction and loyalty.
- Coordinated staff schedules to optimize coverage during peak hours and events.
- Implemented loss prevention strategies to minimize shrinkage and maintain store security.
- Conducted regular safety checks to uphold a safe working environment for employees and customers.
- Collaborated with management to develop promotional displays that increased product visibility and sales.
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
- Enhanced customer satisfaction through consistent monitoring of service quality and staff performance.
- Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals across the organization.
- Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
- Improved team productivity by implementing efficient scheduling and task delegation processes.
- Reduced employee turnover by fostering a positive work environment and offering professional development opportunities.
- Ensured compliance with company policies, industry regulations, and safety standards by conducting regular audits and providing necessary training to employees.
- Increased sales revenue by identifying growth opportunities and implementing effective marketing strategies.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Proactively identified potential issues within the workplace, taking corrective actions to maintain seamless operations at all times.
- Managed inventory effectively by regularly tracking stock levels and placing orders as needed to minimize waste or shortages.
- Established clear lines of authority within the team hierarchy which contributed towards improved collaboration amongst colleagues.
- Led successful cross-functional projects to drive business growth and improve operational efficiency.
- Streamlined operations, optimizing resource allocation and prioritizing high-impact tasks.
- Developed and implemented strategies to increase sales and profitability.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Head Cashier
Home Depot
01.2007 - 01.2013
- Supervised cash handling procedures, ensuring accuracy and compliance with company policies.
- Trained and mentored junior cashiers on customer service and point-of-sale systems.
- Managed daily cash register operations, resolving discrepancies efficiently.
- Assisted in inventory management, conducting regular stock counts to maintain accuracy.
- Implemented improved checkout processes, enhancing customer experience and reducing wait times.
- Addressed customer inquiries and concerns promptly, fostering positive shopping experiences.
- Monitored transactions for potential fraud or irregularities, ensuring financial security within the store.
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
- Educated employees on register use, merchandising, and customer service.
- Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons.
- Assisted customers by answering questions and fulfilling requests.
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Ensured accuracy in cash handling, minimizing discrepancies and maintaining balanced registers.
- Worked closely with team members from other departments to resolve complex customer issues or facilitate seamless transactions.
- Taught employees fundamentals of register use, merchandise scanning and customer service.
- Led cashiers and associates in providing thoughtful customer service.
- Coordinated breaks for fellow cashiers, ensuring continuous coverage during busy periods without compromising productivity.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Supported store initiatives related to loyalty programs or credit card applications, driving overall sales growth.
- Assisted customers with returns and exchanges, adhering to company policies while ensuring complete satisfaction.
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Processed both cash and card purchases and returns.
- Resolved escalated customer disputes with special actions such as discounts.
- Streamlined the checkout process for improved customer experience and reduced wait times.
- Adhered to company guidelines regarding security protocols when managing large sums of money or sensitive financial information.
- Facilitated and logged store opening, closing, and shift changes.
- Alleviated customer service needs with policy-appropriate solutions.
- Utilized point-of-sale systems proficiently, processing various forms of payment quickly and accurately.
- Managed multiple registers during high-traffic periods, effectively reducing customer wait times and increasing sales revenue.
- Participated in ongoing professional development opportunities focused on improving cashier skills and staying current with industry trends.
- Helped management develop employee improvement plans and motivate team members to continually improve.
- Streamlined checkout process, reducing average wait time for customers.
- Assisted in scheduling shifts for cashier team, ensuring adequate coverage during peak hours.
- Maintained up-to-date knowledge of store policies, promotions, and products to provide accurate information to customers.
- Improved customer satisfaction with prompt and courteous service, resolving complaints and inquiries with empathy and professionalism.
- Ensured compliance with financial and security policies, safeguarding store assets.
- Addressed technical issues at checkout, minimizing downtime and maintaining smooth operation.
- Managed cash drawer accuracy and security, minimizing discrepancies through meticulous cash handling and record-keeping.
- Implemented promotional strategies to increase sales, effectively communicating offers to customers.
- Developed quick-reference guide for cashiers, reducing errors and increasing transaction speed.
- Oversaw implementation of new POS system, enhancing transaction efficiency.
- Engaged with customers to gather feedback, leading to improvements in service and product offerings.
- Contributed to achieving store sales targets by suggesting additional purchases to customers, based on their needs and preferences.
- Promoted culture of excellence and continuous improvement among cashier team.
- Enhanced team productivity by training new cashiers in efficient checkout procedures and customer service standards.
- Communicated with customers and team members to solve problems.
- Trained team members on cash register operation and cash handling.
- Restocked and organized merchandise in front lanes.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Operated POS cash register and equipment to collect payments.
- Increased customer loyalty and retention.
- Monitored areas for security issues and safety hazards.
- Handled cash with high accuracy and took care to check bills for fraud.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
Manager on Duty
Blockbuster Video
01.2001 - 01.2006
- Evaluated employee performance fairly during annual reviews using measurable criteria based on job responsibilities.
- Developed comprehensive reports for senior management, highlighting key performance metrics and areas for improvement.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
Psychology -
University of Hawaii Maui Campus
Kahului, HISkills
- Patience and composure
- Customer engagement
- Reservations assistance
- Proficient in software
- Email etiquette
- Upselling strategies
- Issue resolution
- Pricing data
- Cancellation policies
- Reservation software expertise
- Skilled in software
- Cancellation processing
- Language fluency
- Reservations processing
- Phone inquiries
- Telephone reservations
- Phone etiquette
- Transportation information
- Call control
- Reservation software
- Record preparation
- Telephone reception
- Travel bookings
- Sales
- Travel reservations
- Software for reservations
- Customer reservations
- Customer service
- Creative thinking
- Reservation confirmation
- Problem-solving
- Relationship building
- Decision-making
- Flexible schedule
- Documentation
- Active listening
- Itinerary planning
- Staff training
- Critical thinking
- Regulatory compliance
- Microsoft office
- Passenger assistance
- Team leadership
- Detail-oriented
- Personal travel
- Customer documentation review
- Invoice preparation
- Documentation and reporting
- Teamwork
- Teamwork and collaboration
- Quick thinking
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Safety protocols and procedures
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Cash handling
- Phone and email etiquette
- Transportation regulations
- Data entry
- Task prioritization
- Self motivation
- Product knowledge
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Computer literacy
- Goal setting
Timeline
Reservations Agent
Maui Economic Opportunity
03.2018 - 03.2024
Manager on Duty
Walgreens
02.2013 - 02.2018
Head Cashier
Home Depot
01.2007 - 01.2013
Manager on Duty
Blockbuster Video
01.2001 - 01.2006
Psychology -
University of Hawaii Maui Campus
Similar Profiles
Emelita RingorEmelita Ringor
Reservationist at Maui Economic OpportunityReservationist at Maui Economic Opportunity
Diana ThorntonDiana Thornton
Office Coordinator II at Arrowhead Economic Opportunity AgencyOffice Coordinator II at Arrowhead Economic Opportunity Agency
Robyn HoveyRobyn Hovey
SBDC Network Coordinator - ICDR II at IL Dept of Commerce and Economic OpportunitySBDC Network Coordinator - ICDR II at IL Dept of Commerce and Economic Opportunity
Guadalupe CupaGuadalupe Cupa
Caregiver Attendant at Blue Sky ManorCaregiver Attendant at Blue Sky Manor
David WilcherDavid Wilcher
Operations Manager at Salvation Army ARCOperations Manager at Salvation Army ARC