JOAN CIANCIOTTA
Coram,NY
Summary
Personable administrative professional dedicated to cultivating positive client, staff and management connections. Highly-developed communicator with outstanding skills in complex problem-solving and conflict resolution. Expertise in resource allocation and schedule management. A Dedicated Administrative Assistant with solid background in high-volume office environments focused on delivering exceptional clerical and operational support for professionals. Upbeat individual with friendly demeanor and sound judgment to handle diverse daily tasks with minimal oversight. Well-versed in managing office supplies, paperwork and project needs. High-performing Administrative Assistant offers extensive experience working with diverse client base and delivering exceptional results. Polished in managing client relations and liaising with internal stakeholders. Committed to maximizing company profits and meeting office objectives. Orderly and committed Administrative Assistant offering solid skills in customer relations and resilience to handle challenges of fast-paced customer service environments. Bringing detail-oriented and decisive nature with sound judgment, good multitasking abilities and self-motivated nature. Comfortable working alone or with teams to accomplish on-time and accurate clerical tasks. Self-motivated Reservations Agent proudly delivering over 23 years of exemplary service to customers. Valued employee with vast knowledge of guest amenities to remain calm when handling issues. Dedicated to building rapport with customers through active listening and effective communication skills.
Overview
33
33
years of professional experience
Work History
Administrative Assistant
Villa Lombard's
Holbrook, NY
12.2018 - Current
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Directed customer communication to appropriate department personnel.
- Coordinated appointments, meetings and conferences.
- Composed correspondence, reports and meeting notes.
- Scheduled appointments, meetings and events for management staff.
- Provided secretarial and office management support while building cooperative working relationships.
- Prepared and prioritized calendars and correspondence.
- Responded effectively to sensitive inquiries or complaints.
- Scheduled staff and monitored resource allocation to provide optimal coverage and service.
- Monitored office equipment and scheduled repairs.
- Managed office duties, ordered materials, organized workspaces, answered emails and made phone calls.
- Greeted visitors or callers to handle questions or direct to appropriate staff.
- Received and routed incoming calls and correspondence to promote timely communication.
- Answered and routed telephone calls and took messages.
- Answered phones to direct callers, schedule appointments and provide general office information.
- Responded to client and vendor inquiries via email and telephone, providing updated and accurate information.
- Delivered exceptional customer service through direct communication with clients and team members.
Customer Service Specialist
Direct Line Cruises
Hauppauge, NY
04.2011 - 08.2013
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Reservations Agent
Delta Airlines Global Services
New York, NY
05.2011 - 12.2011
- Took reservations from patrons by phone or online.
Senior Travel Consultant
Liberty Travel
Centereach, NY
03.1990 - 03.2009
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Developed strong customer relationships to encourage repeat business.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided comprehensive experience to clients by booking airfare, hotel and car rental arrangements suitable for client needs to achieve best available value.
- Advised clients on visa, passport and security requirements active in destination countries to assist in travel preparation and prevent complications to entry into foreign countries.
- Modified existing tickets and reservations to provide clients flexibility in travel while advising on penalties and cancellation fees to find optimal solutions within company policies.
- Optimized client travel economy using Sabre Travel Network to locate best value reservations.
- Conversed with customers requesting service to identify and meet travel needs complementary to requested services.
- Managed client itineraries in compliance with company policies as well as Fly America Act and Open Skies Amendment.
- Communicated with VIP clients to develop familiarity with common needs within client's industry and accommodate travel preferences to exceed client expectations and cement relationships.
- Verified client personal details accuracy and completed customer profiles for company databases, establishing relationships with average [Number] new clients monthly.
- Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Explained benefits of purchasing travel insurance with clients.
- Anticipated potential schedule conflicts and made alternate arrangements and reservations.
- Created travel itineraries and made adjustments to meet client specifications.
- Participated in travel seminars and remained up-to-date on market trends.
- Analyzed client reviews and feedback to locate process weaknesses and provide better trip experiences.
Education
Some College (No Degree) - Nursing
Queens College of The City University of New York
Flushing, NYSkills
- Business writing
- Mail management
- PC proficient
- Data entry documentation
- CRM and office management software
Timeline
Administrative Assistant
Villa Lombard's
12.2018 - Current
Reservations Agent
Delta Airlines Global Services
05.2011 - 12.2011
Customer Service Specialist
Direct Line Cruises
04.2011 - 08.2013
Senior Travel Consultant
Liberty Travel
03.1990 - 03.2009
Some College (No Degree) - Nursing
Queens College of The City University of New York