Lauren Branton

• Respond to customer requests via phone regarding reservations for over 40K 4 and 5 star hotels for Sabre.
• Met average call time and quality assurance benchmarks.
• Liaise with sales, marketing, and management teams to deliver specific scripts developed to enhance customer service.
• Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services.
• Create a welcoming, positive experiences.

• Responded to calls and live chats for several different assignments over the years.
• Documented and detailed calls and complaints using call center's CRM database.
• Helped large volume of customers with positive attitude and focus on customer satisfaction.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Escalated complicated customer account issues to supervisors and help desk workers.
• Detailed payment options and explained price, receipt and billing details to customers.
• Actively listened to customers, handled concerns quickly.

Used headsets and transcribing software to transcribe different assignments i.e. conference presentations, TV scripts, recorded phone calls, meetings, etc.

• Assignments were both verbatim and non-verbatim following a style guide.
• Reviewed and edited completed transcriptions and returned within a set timeframe.