Leia Henson
Orange Grove
Summary
Dynamic Reservations Manager with a proven track record at Caboose Lake Campground, enhancing customer satisfaction through effective problem-solving and relationship building. Expert in reservation software and adept at streamlining processes, achieving a significant reduction in booking errors while fostering team collaboration to optimize occupancy rates.
Professional in hospitality industry with proven ability to manage reservations and provide excellent customer service. Possesses solid background in handling booking inquiries, resolving issues, and maintaining accurate records. Known for strong focus on team collaboration and achieving results, adaptable to changing needs and challenges.
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.
Diligent Reservationist with experience in managing reservations and ensuring seamless customer experiences. Successfully handled booking inquiries and resolved customer issues, enhancing overall satisfaction. Demonstrated strong communication and problem-solving skills to provide efficient service.
Experienced with managing reservations and providing top-tier customer service. Utilizes effective communication and problem-solving skills to address booking inquiries and resolve issues. Track record of ensuring customer satisfaction through attentive and efficient service.
Overview
11
11
years of professional experience
Work History
Reservation Agent
Outrigger Paradise Resorts
09.2024 - Current
- Managed guest reservations using property management systems to ensure accuracy and efficiency.
- Provided exceptional customer service by addressing inquiries and resolving booking issues promptly.
- Coordinated with various departments to streamline check-in and check-out procedures for enhanced guest satisfaction.
- Maintained detailed records of reservations, cancellations, and modifications in compliance with company policies.
- Assisted in training new team members on reservation protocols and system functionalities for improved onboarding.
- Implemented process improvements that reduced booking errors and enhanced overall operational efficiency.
- Developed and maintained positive relationships with clients to foster loyalty and repeat business opportunities.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Handled reservations and answered questions from interested patrons for busy [Number]-room hotel.
- Resolved billing discrepancies efficiently by coordinating efforts with accounting personnel to ensure timely resolution for all parties involved.
- Generated and reported performance metrics to management to inform decision-making.
- Maintained awareness of types of rooms available in different resort locations.
- Participated in weekly team meetings to discuss challenges and brainstorm solutions, fostering culture of continuous improvement.
- Managed high-volume call flows daily, ensuring efficient reservation handling and customer service.
- Streamlined communication between departments, ensuring that all special requests were handled efficiently.
- Assisted in developing marketing materials for promotional offers, attracting larger customer base.
- Updated reservation records with high accuracy, maintaining integrity of booking information.
- Improved team coordination with regular updates on booking policies and procedures, facilitating smoother operations.
- Trained new agents in reservation software and customer service excellence, elevating overall team's performance.
- Provided personalized travel and accommodation recommendations to meet diverse client needs, improving customer satisfaction.
- Conducted follow-up calls to ensure customer satisfaction and gather feedback for service improvement.
- Reduced booking errors by introducing double-check system before finalizing reservations.
- Implemented feedback system for customers to rate their booking experience, providing valuable data for service enhancements.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled billing information over phone.
- Provided customers with information about availability and pricing.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Reservations Manager
Caboose Lake Campground
08.2022 - Current
- Managed reservation systems to ensure accurate bookings and customer satisfaction.
- Trained staff on procedures for handling guest inquiries and reservations.
- Streamlined check-in processes to enhance efficiency and reduce wait times.
- Developed strategies to optimize occupancy rates during peak seasons.
- Implemented feedback mechanisms to improve service quality and address guest concerns.
- Coordinated with maintenance staff to ensure campsite readiness for guests upon arrival.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Consulted with central reservations to discuss new rate plans and promotions.
- Contributed innovative ideas to improve reservation management software functionality based on user experiences.
- Handled billing information over phone.
- Provided customers with information about availability and pricing.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Nutritionist
Herbalife Nutrition Ltd.
02.2021 - 01.2022
- Developed personalized nutrition plans for diverse client needs.
- Conducted comprehensive dietary assessments to identify nutritional deficiencies.
- Educated clients on healthy eating habits and lifestyle modifications.
- Implemented community workshops to promote nutrition awareness and education.
- Educated clients on the importance of proper nutrition and provided guidance for making healthier food choices.
- Assessed the nutritional needs of special populations, such as pregnant women or older adults, and provided tailored recommendations for optimal health maintenance.
- Conducted nutritional assessments and identified areas for improvement, resulting in better health outcomes for clients.
- Improved clients'' overall health by developing personalized nutrition plans tailored to their needs.
- Assessed clients' nutritional and health statuses to prescribe appropriate eating and exercise plans.
- Promoted weight management success among clients by providing ongoing support, education, and motivation throughout their journey.
- Provided in-depth information on nutritional care to maximize health.
- Coached individuals on methods for managing chronic diseases with effective dietary plans.
- Coordinated and implemented nutrition programs within community to promote healthy eating.
Customer Service Representative
Results Companies
02.2015 - 05.2017
- Resolved customer inquiries with effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining service quality and customer satisfaction.
- Trained new staff on company policies, tools, and customer interaction best practices.
- Collaborated with team members to streamline processes and enhance service efficiency.
- Implemented feedback mechanisms to identify areas for service improvement and training needs.
- Analyzed customer feedback to develop strategies for improving product knowledge among staff.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed patient inquiries and resolved issues to enhance customer satisfaction.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and resolved discrepancies and errors in customer accounts.
- Resolved customer inquiries efficiently through active listening and effective communication.
- Provided accurate information regarding products and services to enhance customer satisfaction.
- Resolved customer inquiries regarding policy coverage and claims processes to ensure satisfaction.
- Managed policy renewals and updates, enhancing customer retention rates through effective communication.
- Analyzed customer feedback to identify service gaps, implementing solutions that enhanced overall experience.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
- Assisted customers with completing insurance documents to avoid missed information.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Maintained thorough knowledge of industry trends and product offerings to provide accurate information to clients at all times.
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Conducted detailed policy reviews to advise customers on optimal coverage options.
- Managed high-volume call queues, ensuring minimal wait times for customer inquiries.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
- Processed and recorded new policies and claims.
- Prepared insurance claim forms or related documents and reviewed for completeness.
Education
GED -
Del Mar College
Corpus Christi, TX06-2011
Skills
- Customer engagement
- Reservation software
- Typing speed
- Telephone reception
- Call control
- Telephone reservations
- Customer reservations
- Problem-solving
- Payment processing
- Phone and email etiquette
- Customer service
- Reservation management
- Microsoft office
- Computer reservation software
- Invoice preparation
- Reservation confirmation
- Time management
- Reliability
- Cash handling
- Phone etiquette
- Problem-solving abilities
- Task prioritization
- Adaptability and flexibility
- Issue resolution
- Active listening
Languages
English
Full Professional
Timeline
Reservation Agent
Outrigger Paradise Resorts
09.2024 - Current
Reservations Manager
Caboose Lake Campground
08.2022 - Current
Nutritionist
Herbalife Nutrition Ltd.
02.2021 - 01.2022
Customer Service Representative
Results Companies
02.2015 - 05.2017
GED -
Del Mar College