Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Lisa Kunnanz

Rention,Washington

Summary

Experienced customer service professional with a strong track record of providing exceptional service and exceeding customer expectations. Skilled in overcoming challenges and leveraging a broad-based skill set to deliver outstanding results. Aiming to contribute to organizational success through strong interpersonal skills and effective problem-solving abilities.

Overview

16
16
years of professional experience

Work History

Air Agent

Costco Travel
04.2023 - Current
  • Informed agents of policies and procedures relating to air schedule changes and voluntary changes with members flights.
  • Enhanced member satisfaction by promptly addressing inquiries and providing accurate information on changes in air fare and itineraries
  • Maintained accurate notes of all communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • Resolved members flight changes with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.

Reservations agent

Costco Travel
01.2022
  • Working as a Reservations agent in a call center, I receive phone calls from Costco members wanting to make vacation plans
  • I price hotels, rental cars and air fare to build vacation packages to the members budget and wants
  • I apply payment when vacation is booked
  • I answer questions and search out solutions if not sure about an answer to a question
  • When needed I work with other departments to get the members travel packages completed
  • When on hold with the air department I utilize my time by doing any training that will advance me in my position.

Library Technical Assistant

King County Library System
01.2010 - 01.2021
  • Working as a Library Technical Assistant I process library card applications, check materials in/out
  • Use AMH, help patrons with computer questions, problems logging in and technical problems
  • I assist patrons either over the phone or in person with questions about their account
  • Handle morning opening procedures of balancing the cash register, pull expired holds and count copier monies
  • I process old magazines when they are ready to be circulated
  • Fix paper jams on public printers and refill paper when low
  • Order parts and supplies through Web Help Desk and miscellaneous supplies through Shipping
  • I also do ready reference and help patron place holds
  • As a Library Technical Assistant, I was responsible for mentoring and training new hires and supporting the manager with directing the pages in their jobs
  • When the manager was busy, she would direct other staff to me to answer any questions.

Library Assistant 1

Renton Public Library
01.2009 - 01.2010
  • Working as a Library Assistant 1 I worked behind the circulation desk checking materials in/out
  • I processed new library card applications
  • I retrieved materials the patrons have placed on hold and filled the holds
  • I called patrons letting them know the items they have on hold are available for pickup
  • I handled cash transactions when patrons pay for their fines or lost items
  • I helped shelve videos and DVDs
  • I answered the phones and routed the call to the appropriate department
  • Answered patron questions and assisted them with computer problems.

Education

Bachelor of Theology -

Pacific School of Theology
Seattle, Washington

Muscatine High School
Muscatine, Iowa

Skills

  • Patience and composure
  • Agent Engagement: upbeat and accepting when an Agent calls to make changes for members flights
  • Proficient with SABRE for both Canada and United States
  • Proficient with Azygos
  • Search P2K to find answers to my questions before reaching out for help
  • Detail Oriented
  • Pricing Data
  • Cancellation processing
  • Phone Etiquette
  • Flexible Schedule
  • Active Listening
  • Coachable

Hobbies and Interests

  • Travel
  • Reading
  • Crafts
  • Volunteering in community
  • Sewing
  • Baking

Timeline

Air Agent

Costco Travel
04.2023 - Current

Reservations agent

Costco Travel
01.2022

Library Technical Assistant

King County Library System
01.2010 - 01.2021

Library Assistant 1

Renton Public Library
01.2009 - 01.2010

Bachelor of Theology -

Pacific School of Theology

Muscatine High School

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Lisa Kunnanz