Jennifer Loy
Aurora,CO
Summary
Attentive and reliable Support Specialist with a heart to teach. Possesses a solid background in Retail, Call Center, and Customer Care environments. Independent and quick-thinking team player seeking a role where skills can be maximized.
Overview
18
18
years of professional experience
Work History
Vacation Planner, Support & Development Lead
Globus Family Of Brands
10.2022 - Current
- Ensured new Vacation Planners hired for Outbound, Inbound & Service Team transition into their team and role successfully 90 days post their training period.
- Identified additional training needs/challenges that can be worked on in their 90 days nesting period and beyond.
- Worked with Supervisors as new Vacation Planners transition into their team, providing updates to their progress, metrics, and opportunities moving forward.
- Demonstrated passion for coaching and developing associates through one-on-ones on daily and weekly basis.
- Worked collaboratively with departmental Supervisors/Leaders on best practices and process improvements to drive sales and service efficiency for Vacation Planners, augmenting guest experience.
- Advised and coached Vacation Planners on best ways to use their resources based on questions/process issues encountered, setting them up for success.
- Collaborated with Supervisors/Leaders to help identify quality hiring characteristics of potential Vacation Planners.
Vacation Planner Support
Globus Family Of Brands
11.2021 - 09.2022
- Participated in new hire classes and leading new associates' transition to Sales and Service by coaching, side-by-side mentoring, and lending assistance when necessary.
- Provided ongoing coaching/training mentoring to new and seasoned associates as needed.
- Worked with guests and associates to understand needs and provide excellent service.
- Resolved conflicts and cancelled/modified tours, negotiated mutually beneficial agreements creating happy guests.
- Received multiple positive reviews acknowledging dedication to excellent service.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Performed operational tasks as needed to ensure positive guest experiences.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed and maintained courteous and effective working relationships across multiple departments.
Reservation Support Specialist (formerly CCAD)
Globus Family Of Brands
02.2019 - 11.2021
- Accepted escalated concerns from agents and clients, resolving issues that were within allowable limits.
- Researched escalations, provided feedback and assistance to supervisors, representatives and travel agents.
- Utilized provided resources and databases to answer representative, agent and client questions in accurately and efficiently.
- Directed representatives to resources to encourage use of available knowledge bases. Offered clarification to processes as needed.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Assisted new representatives in their "nesting phase" via chat, screen shares and phone, furthering learning and confidence as they began working their new roles.
- Supported Special Needs requests in Siebel.
- Educated DHD Leads how to handle Special Needs when Customer Care began working their own.
- Worked with multiple departments, providing solutions to internal and external customers.
Travel Consultant - TASS
Globus Family Of Brands
09.2018 - 02.2019
- Answer travel agent telephone calls promptly and appropriately.
- Assist agents with creating, updating and servicing bookings.
- Calmly address agent and client concerns, reducing the need to escalate issues that are inside my ability to correct.
- Utilize provided resources and databases to answer agent and client questions in accurately and efficiently.
- Deliver exceptional service to every agent by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Store Team Member
Target
10.2010 - 09.2018
- Responded to customer concerns with friendly and knowledgeable service.
- Mentored new team members to contribute to the store's positive culture.
- Fostered a positive work environment by consistently treating all team members and guests with respect and consideration.
- Stocked and replenished merchandise according to store merchandising layouts. Appropriately back stocked excess product.
- Completed all daily tasks and projects with an efficient and quality-driven approach.
- Cross-trained in multiple departments, making full use of available opportunities within the store.
Call Center Supervisor
Sprint/Nextel Call Center
09.2006 - 09.2010
- Communicated clear expectations and goals to each team member.
- Raised and maintained team morale by promoting fun workplace events and by recognizing individual achievements, birthdays, etc.
- Resolved all escalations professionally while prioritizing customer satisfaction.
- Referred unresolved issues to designated departments for further investigation.
- Answered inbound telephone calls promptly and appropriately.
- Utilized multiple platforms for all aspects of customer and team member interactions, resolutions and coaching.
Education
High School Diploma -
Robert E. Lee High School
Springfield, VA06.1990
Skills
- Professional and friendly communication style
- Excellent work ethic
- Strong interpersonal skills
- Creative problem solver
- Quick learner
- Personable
- Detail-oriented
- Motivated team player
- Training development aptitude
Timeline
Vacation Planner, Support & Development Lead
Globus Family Of Brands
10.2022 - Current
Vacation Planner Support
Globus Family Of Brands
11.2021 - 09.2022
Reservation Support Specialist (formerly CCAD)
Globus Family Of Brands
02.2019 - 11.2021
Travel Consultant - TASS
Globus Family Of Brands
09.2018 - 02.2019
Store Team Member
Target
10.2010 - 09.2018
Call Center Supervisor
Sprint/Nextel Call Center
09.2006 - 09.2010
High School Diploma -
Robert E. Lee High School
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