Karla Canady
Las Vegas,NV
Summary
Developed key communication and problem-solving skills in fast-paced digital support environment. Expertise in managing customer interactions and resolving issues efficiently. Looking to transition into new field where these transferrable skills can drive positive outcomes and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Digital Support
Globus Family of Brand
04.2022 - 08.2025
- Responsible for answering questions, revising tour/air bookings, ensuring the investigation and resolution of problems.
- Assist all customers through inbound calls, emails, and/or chats.
- Support for users on websites, Travel Agent Portal, My Sites, Online Reservation Systems, including GCS bookings and the India office.
- Influence product loyalty, including e-mail, e-chat, GDS, and communications from Travel Agents and consumers.
- Effectively responding to travel agent inquiries sent electronically by maintaining knowledge of the products, competitive key differences, and destination expertise.
- Reaching and exceeding service level agreements for responding to electronic correspondence.
- Utilization of a Knowledge Base to ensure outbound written communication meets consistent quality standards.
- Respond to customer queries in a timely and accurate manner, via email, identifying and evaluating customer needs, conducting research and resolving customer concerns.
- Collaborated with team members to improve overall digital support services, resulting in increased customer retention rates.
- Exceeded performance metrics in resolution timeframes while maintaining high levels of satisfaction among clients receiving digital support services.
Travel Consultant
American Express
10.2019 - 06.2021
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Organized and maintained VIP traveler program with discounts and special deals.
- Increased client satisfaction by providing exceptional international travel consultation services.
- Kept up-to-date with global travel trends and advisories to provide accurate information and ensure safe travels for clients.
- Researched most efficient and cost effective ways to travel intercontinentally and shared findings in company newsletter.
- Tracked unused customer tickets to exchange toward future trips and personal expenses.
- Streamlined booking processes for improved efficiency and reduced errors in reservations.
Grievance/Empire Representative
ANTHEM Health Services
12.2019 - 03.2021
- Generated Grievance forms for customers such as members.
- Gathered and paired information from the customer over the phone regarding deduction with payments to provide backup documentation on deductions.
- Responded appeals and inquiries.
- Send out replacement ID cards.
- Grievances and appeals, prepares case files for members.
- Submit Grievance forms.
- Contact DOS for processing claims.
- Educate members on Group benefits.
- Complete paperwork and online forms timely, accurately and according to policies and procedures.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Provided valuable input resulting in new opportunities for growth and development.
Front Desk Clerk
Lucky Silver Gaming
11.2019 - 11.2020
- Check In's
- Provide guests with directions to their rooms.
- Inform customers of all on-site amenities and any relevant information that is needed to use them.
- Handle and resolve guest complaints.
- Invoice and bill guests for their stay and services used.
- Communicate with guests to better understand their individual needs to provide them with the best service possible.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Updated guest records with pertinent information to provide personalized service during their stay.
- Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.
Personal Concierge
ResortCom International
03.2015 - 12.2018
- Developed and implemented short- and long-term case management initiatives to Improve client programs.
- Communicated through email with legal services providers, social services agencies and local Judicial systems regarding cases.
- Developed strength-based, solution-focused individualized goal and action plan to Promote permanent housing and self-sufficiency.
- Assist the customer by answering inbound calls or seeking the answers to a variety of questions.
- Improved work-life balance for busy professionals by handling personal errands such as dry cleaning, gift purchasing, and event coordination.
- Collaborated with vendors to negotiate pricing on behalf of clients for services such as catering or transportation providers.
- Organized special events for clients, including birthday parties, dinners, and corporate functions to ensure seamless execution.
Education
High School Diploma -
SunnySide High School
Fresno, CA05-2002
Skills
- Digital Audio
- Digital support
- Fluoroscopy procedure support
- Case management skills
- Delinquent account management
- Remote support capabilities
- CRM
- Payroll policies and procedures
- MS Office Suites
- Recordkeeping and data input
- Disability support knowledge
- Customer support and training
- Clerical and filing support
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 25 staff members.
Timeline
Digital Support
Globus Family of Brand
04.2022 - 08.2025
Grievance/Empire Representative
ANTHEM Health Services
12.2019 - 03.2021
Front Desk Clerk
Lucky Silver Gaming
11.2019 - 11.2020
Travel Consultant
American Express
10.2019 - 06.2021
Personal Concierge
ResortCom International
03.2015 - 12.2018
High School Diploma -
SunnySide High School
Similar Profiles
Kanishka SinghalKanishka Singhal
Company Secretary at Globus Infocom Limited, Make in India EdTech BrandCompany Secretary at Globus Infocom Limited, Make in India EdTech Brand
Jessica TheobaldJessica Theobald
Vacation Planner- Service at Globus Family Of BrandsVacation Planner- Service at Globus Family Of Brands
Jennifer LoyJennifer Loy
Vacation Planner, Support & Development Lead at Globus Family Of BrandsVacation Planner, Support & Development Lead at Globus Family Of Brands
Olivia MyersOlivia Myers
Receptionist Development Leader at Abby ConnectReceptionist Development Leader at Abby Connect
Taylor EwingTaylor Ewing
Assistant Director of Supply Chain at MountainView Hospital (HCA)Assistant Director of Supply Chain at MountainView Hospital (HCA)