Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Timeline
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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 -

O W Holmes HS
01.1983

Bachelor of Science (B.S.) - Wildlife Management

San Antonio College

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

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Certification

STT Travel Graduate

Languages

English
Native or Bilingual

Hobbies and 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

GED -

O W Holmes HS

Bachelor of Science (B.S.) - Wildlife Management

San Antonio College

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JAMES MICHAEL REX