JEANETTE YALLEY

Key Responsibilities & Experience:

• Provided Tier III customer support for complex, high-value, and escalated travel-related inquiries
• Supported customers with airline reservations, ticketing, exchanges, refunds, and itinerary changes using Amadeus GDS and other Global Distribution Systems (GDS)
• Utilized Amadeus to research fares, reissue tickets, apply fare rules, and resolve irregular operations (IRROPs)
• Managed high-volume casework through Zendesk, ensuring accurate documentation, timely resolution, and SLA compliance
• Investigated and resolved complex booking discrepancies, payment issues, and travel disruptions
• Communicated with airlines, travel partners, and internal departments to advocate for customer solutions
• Handled sensitive customer data in compliance with PCI, data privacy, and company security standards
• Served as a subject matter expert (SME), supporting junior agents with workflow guidance and escalation handling
• Maintained professionalism and empathy while assisting customers during high-stress travel situations
• Consistently met or exceeded quality assurance, productivity, and customer satisfaction metrics

Systems & Tools:

• Amadeus GDS
• Global Distribution Systems (GDS)
• Zendesk Ticketing System
• CRM & Case Management Platforms
• Payment Processing & Refund Systems

Skills Developed & Used:

• Advanced Travel Industry Knowledge
• Airline Ticketing, Exchanges & Refunds
• Tier III Escalation Management
• Complex Problem Resolution
• High-Volume Case Management
• Professional Written & Verbal Communication
• Time Management & Prioritization
• Regulatory & Policy Compliance
• Cross-Functional Collaboration

• Delivered high-volume customer support via phone, email, and chat in a fast-paced retail environment
• Assisted customers with product inquiries, order placement, order modifications, and cancellations
• Processed returns, exchanges, refunds, and replacements in accordance with company policies
• Resolved escalated customer concerns with professionalism, empathy, and accuracy
• Provided detailed product knowledge for Williams-Sonoma brands, including cookware, home goods, and furniture
• Coordinated with shipping, fulfillment, and warehouse teams to resolve delivery and logistics issues
• Accurately documented customer interactions and updates in CRM systems
• Met or exceeded performance metrics including call handling time, quality assurance, and customer satisfaction
• Maintained brand standards by delivering a luxury-level customer experience

Skills Developed & Used:

• Advanced Customer Service & Conflict Resolution
• Order Management & Retail Systems
• CRM & Data Entry Accuracy
• Multichannel Communication (Phone, Email, Chat)
• Policy & Procedure Compliance
• Time Management in High-Volume Environments
• Professional Communication & Active Listening
• Attention to Detail
• Team Collaboration