Lori Cobb
Canton,MI
Summary
With over 7 years of experience in themed cruise planning and customer support, Seasoned travel counselor dedicated to delivering exceptional service. Known for expertise in providing tailored travel solutions and ensuring utmost client satisfaction, I strive to create memorable experiences that exceed traveler expectations. As a dedicated customer service professional with knowledge of service delivery and proven multitasking abilities, committed to maintaining professional relationships to increase profitability and drive business results. Proficient in utilizing customer service best practices, I am adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch oral and written communication skills, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
16
16
years of professional experience
Work History
Chartered Cruise Customer Service Specialist
Corporate Travel Service
Northville
05.2017 - Current
- Provide expert travel counseling for music-themed cruises, manage customer support inquiries, assist in team training, and oversee collections as a lead agent.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Handled escalated calls calmly, finding resolutions that satisfied both the company's and the customer's needs. approximately 30 incoming calls, and emails per day from customers.'
Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
Corporate Travel Agent
BCD Travel
Southfield
08.2008 - 11.2012
- Orchestrated intricate travel logistics, including flight bookings, hotel reservations, and transport rentals, for a diverse corporate clientele, guaranteeing smooth coordination of both domestic and international travel plans. Managed approximately 100 incoming calls, and emails per day from customers.
Education
Business Management -
Wayne County Community College
Detroit, MI05.2027
Skills
- Travel Booking and Itinerary Planning
- GDS Systems Proficiency in Sabre and Worldspan
- Corporate Travel Policies Knowledge
- Problem-Solving
- Time Management
- Multitasking
- Communication Skills
- Customer Relations
- Call center experience
- Problem-solving abilities
- Active Listening
- Call Management
- Call Center Operations
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
Chartered Cruise Customer Service Specialist
Corporate Travel Service
05.2017 - Current
Corporate Travel Agent
BCD Travel
08.2008 - 11.2012
Business Management -
Wayne County Community College