Lena Tofani
Travel Agent
Stockton,CA
Summary
Diligent Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Able to enhance customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Apple One
San Mateo, CA
01.2014 - 01.2016
- Suggested new procedure to persuade cancelling customers to stay with company, resulting in 25% decrease in cancellations.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Answered customer telephone calls promptly and in appropriate manner.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Educated customers on promotions to enhance sales.
Travel Agent
Balboa Travel
San Bruno, CA
07.1999 - 12.2013
- Set up flights, hotels and ground transportation for individuals and groups.
- Reached out to airlines, hotels, rental car companies and other services to proactively resolve issues.
- Provided essential information and paperwork to travelers.
- Asked open-ended questions to better ascertain client needs and determine best travel offerings.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Responded to clients’ questions, issues, and complaints and found appropriate solutions when needed.
Education
High School Diploma -
06.1977
Skills
- Money handling abilities
- Service standard compliance
- Training development aptitude
- Account management
- Administrative support
- Quick learner
- Computer proficient
- Multi-line phone talent
Timeline
Customer Service Representative - Apple One
01.2014 - 01.2016
Travel Agent - Balboa Travel
07.1999 - 12.2013
George Washington High School - High School Diploma,
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