Jean Collado

• Provide premium travel service to valuable clients of a bank, assisting with bookings for flights, hotels, and car rentals.
• Specializing in managing complex air travel needs, including itinerary changes, cancellations, and booking corrections.
• Work closely with national and international airlines to resolve issues and ensure smooth client experiences.
• Use Amadeus GDS to research, book, and modify flight reservations with precision and efficiency.
• Authenticate client accounts and process secure payment transactions, ensuring compliance and maintaining confidentiality.
• Build trust and rapport with clients by handling sensitive financial and personal information with professionalism and discretion.
• Deliver high-touch customer service that aligns with the expectations of a premium client base.

• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

• De-escalated customer issues with proven conflict mediation and problem-solving abilities.

• Documented conversations with customers to track requests, problems, and solutions.

• Kept customer and system account information accurate and current to support timely resolutions for call concerns.

• Provided a high level of quality control, eliminating downtime to maximize revenue.

• Processed customer account changes using proprietary software.

• Delivered customer support to a high call load each shift. • Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.

• Maintained a high satisfaction score by consistently resolving first-call issues.

• Converted incoming calls into booked service appointments.

• Motivate the team by recognizing and rewarding excellence.

• Set attainable daily, weekly, and monthly goals and game plans.

• Attended job training to sharpen skills and keep informed of new products.

• Utilized recognition and reward tools frequently to recognize achievements.

• Answered customer questions and addressed complaints in person or by phone to rectify issues immediately.

• Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.

• Coach, monitor, and motivate new agents to boost performance and enhance job knowledge.

• Document customer complaints and inquiries for use in technical documentation and bug tracking.

• Input customer service orders and tracked orders through to completion. Informed senior leadership of product development issues discovered via technical support calls with customers.

• Trained new employees on procedures and policies to maximize team performance.

• Assist with escalated customer calls using a computer system to track data and manage calls.

• De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.

• Documented conversations with customers to track requests, problems, and solutions. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Asked probing questions to determine service needs and accurately input information into electronic systems.

• Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.

• Exceeded company productivity standards consistently.