Summary
Overview
Work History
Education
Skills
Timeline
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Iva Richardson

Tulsa,OK

Summary

Proven in enhancing customer satisfaction and retention, leveraged cultural awareness and destination knowledge at American Airlines Vacations to resolve complex travel issues, achieving high client loyalty. The collaborative approach and problem-solving skills have consistently driven positive outcomes, showcasing the ability to exceed in dynamic customer service environments. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

19
19
years of professional experience

Work History

Cruise and Tour Representative

JPMorgan Chase
08.2018 - Current
  • Provided exceptional customer service, resulting in numerous positive reviews and repeat business from satisfied clients.
  • Monitored industry trends to identify new destinations or services that could enhance the company''s offerings or improve client satisfaction rates.
  • Maintained accurate financial records for each trip, ensuring transparency with both management and clientele regarding expenses incurred throughout the journey.
  • Delivered informative pre-trip presentations, setting expectations and preparing clients for their upcoming journeys.
  • Ensured seamless travel experiences by coordinating transportation arrangements between various destinations.
  • Resolved customer complaints promptly and professionally, maintaining high levels of client satisfaction.
  • Managed multiple bookings simultaneously while maintaining attention to detail and accuracy in all transactions.
  • Built personal relationships with guests to promote positive experiences.
  • Enhanced customer satisfaction by providing personalized travel itineraries and addressing individual needs.
  • Assisted with the onboarding of new team members by sharing expertise in booking processes, market trends, and artist management best practices.
  • Assisted the Admin Team with back office support for 3 years.

Air, Car and Hotel Booking Agent/Customer Service Representative

Connextions
02.2017 - 08.2018
  • Took approximately 30 calls per day. Assisted customers in booking air, car and hotel. Streamlined booking processes for increased efficiency and reduced turnaround time.
  • Assisted with the onboarding of new team members by sharing expertise in booking processes, market trends, and artist management best practices.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • 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.

Customer Service Representative/Customer Relations Representative

American Airlines Vacations
10.2005 - 02.2017
  • Managed approximately 20-30 written complaints per day, managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Back office support by answering emails from clients and vendors, setting up travel agent accounts.
  • Answered customer complaints in a timely and effective manner
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Booked and assisted customer in planning vacations.

Education

No Degree - Pre Pharmacy

Texas Southern University/Pre Pharmacy
Houston, TX
05.1985

Associate of Arts - Accounting

University of The Virgin Islands
Charlotte Amalie, VI
12.1982

Skills

  • Cultural Awareness
  • Travel Arrangements
  • Customer Engagement
  • Sales abilities
  • Teamwork and Collaboration
  • Problem-Solving
  • Destination knowledge

Timeline

Cruise and Tour Representative

JPMorgan Chase
08.2018 - Current

Air, Car and Hotel Booking Agent/Customer Service Representative

Connextions
02.2017 - 08.2018

Customer Service Representative/Customer Relations Representative

American Airlines Vacations
10.2005 - 02.2017

No Degree - Pre Pharmacy

Texas Southern University/Pre Pharmacy

Associate of Arts - Accounting

University of The Virgin Islands

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Iva Richardson