Kelsey Tonkovich
Las Vegas,NV
Summary
Results-oriented customer service professional with over 15 years experience. Proven ability to thrive in a fast-paced environment, meet tight deadlines, and solve problems under pressure. Skilled in time management and working both independently and as part of a team.
Overview
16
16
years of professional experience
Work History
Customer Care Lead Representative
Allegiant Travel Company
Las Vegas, NV
06.2015 - 08.2024
- Managed high volume of incoming calls in a fast-paced call center setting.Facilitated communication with call center personnel and airport station agents using various channels such as phone, email, fax, and instant messenger.
- Educated staff and passengers on company policies and procedures.
- Coached team members on optimal customer service methods.
- Coordinated with third-party vendors to modify travel itineraries amidst any disruptions.
- Effectively handled escalated calls from disgruntled passengers initiated by the call center team.
- Efficiently managed refund verification and follow-up processes.
- Achieved and surpassed monthly performance targets regularly.
Customer Service Sales Representative
Allegiant Travel Company
Las Vegas, NV
06.2015 - 12.2017
- Managed high volume of incoming calls in a fast-paced call center setting.
- Demonstrated exceptional commitment to delivering efficient and quality customer service.
- Maximized profits by promoting additional products and services during customer interactions.
- Successfully completed reservations to meet customer requirements.
- Offering exceptions to deescalate difficult calls.
- Provided necessary support to airport agents by aiding them with balance adjustments on existing reservations and facilitating prompt flight changes for passengers.
- Achieved monthly sales targets consistently.
Greeter/Rental Sales Agent
Payless Car Rental
Las Vegas, NV
10.2012 - 05.2015
- Processed rental agreements promptly and efficiently for all guests.
- Enhanced guest experience by providing informative travel recommendations.
- Provided guests with accurate pricing information for products and services.
- Informed guests about current company policies for Local and Non-Local residents.
- Attained increased revenue through skillful product promotion and upselling techniques to customers.
- Maintained sales yield requirements.
- Achieved success in driving sales and upgrades.
Sales/Shipping Lead
Hurley International
Las Vegas, NV
06.2008 - 02.2013
- Managed shipping and receiving responsibilities.
- Attended comprehensive training on loss prevention techniques.
- Contributed to maintaining high-quality visual merchandising displays.
- Cash handling.
- Exceeded monthly sales targets consistently.
Education
H.S. Diploma -
Academy of Individualized Studies
Las Vegas, NV06.2009
Skills
- Windows 10
- Adobe Reader
- Microsoft Office Suite
- Typing Speed: 45 WPM
- Customer Support
- Customer Care
Accomplishments
- Millennium Scholarship Class of 2009
- Allegiant Elite-Award for Performance Excellence: Top Quality 2015-2020
- Allegiant Elite-Award for Performance Excellence: Top Quality 2015-2020
References
References available upon request.
Timeline
Customer Care Lead Representative
Allegiant Travel Company
06.2015 - 08.2024
Customer Service Sales Representative
Allegiant Travel Company
06.2015 - 12.2017
Greeter/Rental Sales Agent
Payless Car Rental
10.2012 - 05.2015
Sales/Shipping Lead
Hurley International
06.2008 - 02.2013
H.S. Diploma -
Academy of Individualized Studies
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