Kassandra Nava
Houston
Summary
Professional in customer service with significant experience in managing reservations and providing excellent support. Strong focus on team collaboration and delivering results, adaptable to changing needs, and reliable in all situations. Skilled in communication, organization, and problem-solving, with keen ability to ensure efficient and accurate reservation processes. Employers value leadership, dependability, and proactive approach.
Overview
12
12
years of professional experience
Work History
Reservation Agent
Elite Worldwide Transportation Solutions
01.2024 - Current
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
- Ensured data accuracy across reservation systems through regular audits and routine database maintenance tasks.
Dispatcher
C&H Transportation
11.2022 - 12.2023
- Handled conflict resolutions and mediation between drivers and management
- Developed and maintained relationships with clients and other transport companies
- Oversaw dispatch activities and enforced compliance with laws and regulations
- Managed data entry and documentation for each trip
- Assessed customer complaints and resolved any issue in a timely manor
- Dispatched workers and crews to assigned locations
Reservationist
Excelsior Transportation
02.2022 - 09.2022
- Assisted clients in planning and coordinating reservation needs
- Answered phones to assist customers in making, altering, or canceling reservations
- Used computer to access information on schedules, rates and routes to answer customer inquiries
- Handled and responded to customer inquiries through online chat and email
- Leveraged systems to enter new bookings and modify existing bookings
- Recorded customer information and charged credit cards upon successful reservations
- Processed reservations booked via phone, online and other systems
- Contacted customers or travel agents to advise of travel conveyance changes or to confirm reservations
- Prepared customer invoices and accepted payment
Reservation Sales Agent
Deluxe Limousine & Transportation
11.2020 - 02.2022
- Advised customers of ongoing promotions or available upgrades to enhance experience
- Handled and responded to customer inquiries through online chat and email
- Recorded customer information and charged credit cards upon successful reservations
- Leveraged systems to enter new bookings and modify existing bookings
- Assisted clients in planning and coordinating reservation needs
- Used computer to access information on schedules, rates and routes to answer customer inquiries
Reservation Sales Agent
Blue Star Limousine
01.2017 - 10.2020
- Researched and provided information to accommodate guests with special needs
- Assisted clients in planning and coordinating reservation needs
- Negotiated rates and upsold packages to increase occupancy and maximize revenues
- Prepared customer invoices and accepted payment
- Planned routes, itineraries, and accommodation details and computed fares and fees
- Maintained computerized inventories of available passenger space and provided information on space reserved and available
- Made and confirmed reservations for transportation and accommodations
Reservation Agent
Excelsior Transportation
09.2013 - 09.2016
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Education
GED -
Northbrook High School
05-2013
Skills
- Customer service
- Paperwork Submission
- Attention to detail
- Payment processing
- Data entry
- Sales
- Phone and email etiquette
- Detail-oriented
- Assisting Dispatch
- Documentation
- Call handling
- Office Supplies and Inventory
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Reservation Agent
Elite Worldwide Transportation Solutions
01.2024 - Current
Dispatcher
C&H Transportation
11.2022 - 12.2023
Reservationist
Excelsior Transportation
02.2022 - 09.2022
Reservation Sales Agent
Deluxe Limousine & Transportation
11.2020 - 02.2022
Reservation Sales Agent
Blue Star Limousine
01.2017 - 10.2020
Reservation Agent
Excelsior Transportation
09.2013 - 09.2016
GED -
Northbrook High School
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