JAMES MICHAEL REX
San Antonio,Texas
Summary
Seasoned professional with a robust background at Southwest Airlines, adept in customer service and travel arrangements. Excelled in leveraging interpersonal skills and computer proficiency to enhance customer satisfaction and streamline travel experiences. Proven track record in itinerary planning and resolving complex travel issues, demonstrating adaptability and meticulous attention to detail.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Southwest Airlines
09.2011 - 08.2024
- Responded to telephone inquiries and complaints following standard operating procedures
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
- Navigated multiple computer systems and applications and utilized search tools to find information
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
Insurance Agent
Allstate
10.2010 - 08.2011
- Resolved any disputes between customers and insurers relating to coverage levels or claims processing
- Submitted forms to obtain binder coverage
- Called on policyholders to deliver and explain policy, to analyze insurance program and suggest additions and changes and to change beneficiaries
Leisure Travel Agent
SATO /CWT
04.2001 - 03.2009
- Sold insurance policies to businesses and individuals on behalf of insurance companies, including automobile, fire, life, property, medical, and dental insurance, and specialized policies, such as marine, farm/crop and medical malpractice
- Established strong relationships with vendors to secure competitive prices for customers' travel plans
- Used computer reservation systems to book flights, cruises, car rentals and hotel accommodations for customers
- Assisted travelers during unexpected delays or cancellations due to inclement weather conditions or other factors beyond their control
- Utilized knowledge of international geography and customs regulations to provide customers with detailed information about destinations
- Determined destination, mode of transportation, travel dates, financial considerations, and accommodations required
- Developed extensive knowledge of leisure travel options and destinations, including hotels, resorts, cruises and all-inclusive packages
- Conducted calls with individuals and groups booking trips
Education
GED -
01.1983
Bachelor of Science (B.S.) - Wildlife Management
Skills
- Itineraries
- Travel insurance
- Travel research
- Travel Arrangements
- Geography Knowledge
- Reservations Management
- Itinerary Planning
- Retail Sales
- Travel industry expertise
- Interpersonal skills
- Computer proficiency
- Adaptability
- Attention to detail
- Customer service
- Travel Itineraries
- Travel Package Documentation
- Travel Insurance Sales
- Corporate Travel
- Reservation software
- Travel Destination Advice
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Data collection
- Prioritization
- Customer education
- Sales expertise
- Assertiveness
- Order fulfillment
- Research
- Spreadsheets
- Office equipment proficiency
- Proofreading
- Conflict mediation
- Sales closing
Certification
STT Travel Graduate
Languages
English
Native or Bilingual
Interests
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Historical Exploration
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Train Travel
- Road Trips
- Adventure Travel
Timeline
Customer Service Representative - Southwest Airlines
09.2011 - 08.2024
Insurance Agent - Allstate
10.2010 - 08.2011
Leisure Travel Agent - SATO /CWT
04.2001 - 03.2009
O W Holmes HS - GED,
San Antonio College - Bachelor of Science (B.S.), Wildlife Management
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