Lorraine Stas
Swoyersville ,Pa
Summary
Over 30 years of substantial experience and outstanding skills in customer service. Accustomed to working in a fast-paced environment with the ability to think quickly and successfully handle difficult clients or customers. Excellent interpersonal skills, ability to work with others in both supervisory and support staff representatives . Excellent professional and pleasant phone etiquette. Willing to travel or relocate where needed. Able to start immediately.
Overview
25
25
years of professional experience
Work History
Remote CSR
Bakertilly Vantagen
Swoyersville, PA
04.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Collected and analyzed customer information to prepare product or service reports.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer adjustments to maintain financial accounts.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Travel Counselor for American Express
American Express Travel
Hanover, Pa
08.2017 - 11.2019
Research various destinations and means of travel regarding prices, customs, weather conditions, reviews etc.- Knowledge of domestic and international geography, city codes, decoding fares and ability to apply account specifics.
- Diagnose the clients’ specifications and wishes and suggest suitable travel packages or services. Organize travels from beginning to end, through booking tickets and accommodation, securing rental transportation, hotel etc.
- Supply travelers with pertinent information and useful travel/holiday material (guides, maps, event programs etc). As well as advising clients on travel arrangements, e.g. visas and passports.
- Investigated customer complaints with transportation accommodations and various travel-related providers and return favorable outcomes to our clients complaints and needs.
- Ensure compliance in all aspects of travel procedures as well as policies of our companies core values.
- Provide exceptional product knowledge as well as extraordinary customer service to our clients going above and beyond their expectations.
- Good typing skills with a working knowledge of office equipment/PC software.
- Trained in Encore as well as Sabre in sales.
Travel Counselor for Bank of America/ Merrill Lynch
Wns Global Services
Hanover, PA
05.2015 - 08.2017
- Handled planning and execution of complicated itineraries
- Booking local and international tickets and arranging for hospitality needs of customers.
- Advised customers regarding passport, visas, vaccinations, exchange of foreign currency, excursions in resorts etc
- Interacting with clients and vendors to maintain strong professional relationships.
- Communicating information about itineraries and fares with clients
- Advising customers about proper travel planning
- Dealing with customer complaints and ensuring these are resolved amicably and favorable to the client .
- Provided counseling to customers regarding attractive and beneficial travel schemes and products.
Receptionist/ Scheduling Coordinator
Shakti Salon and Day Spa
Kingston, PA
10.2009 - 06.2013
- Coordinated and booked all spa service appointments for individual and group clients. Meticulously entered client and service information when booking appointments.
- Coordinate facility schedules to maximize usage and efficiency.
- Clearly communicated with each technician regarding any schedule changes.
- Greeted all guests and assisted them with requests and special services.
- Responded to customer inquiries or complaints.
- Performed accounting duties such as recording daily cash flow, preparing bank deposits or generating financial statements. Verified end-of-day reports against credit and cash profits. Processed all cash and credit card transactions with a 100% accuracy rate.
- Worked a flexible schedule to accommodate the salon needs.
Administrative Assistant/Staffing Coordinator
Nurstat Staff Relief
Kingston, PA
01.2001 - 12.2004
- Provide staff relief for nursing facilities.
- Recruited and hired new employees for staff relief in hospitals and nursing homes.
- Conducted reference and background checks on all job applicants. Maintained accounts and employee records. Handled all employee licensing and updated training necessary for placement.
- Performed all scheduling duties of over 200 employees.
- On-call after hours to meet the facilities needs for staff call offs.
- Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
- Made copies, sent faxes and handled all incoming and outgoing correspondence. Managed daily office operations and maintenance of equipment.
CSR/Shop Manager
Diamond Auto Glass
Kingston , PA
02.1988 - 10.1999
- Confer with customers by telephone or in person to provide information about products or services.
- Take or enter orders, cancel accounts or obtain details of complaints.
- Check to ensure that appropriate changes were made. Handle with filling the claim and provide knowledge of the deductible responsibility. Collected payments or arranged for billing as needed. Kept records of customer interactions or transactions.
- Resolved customers' service issues or billing complaints by performing activities such as adjusting invoices, refunding money or replacing merchandise. Determined charges for services requested, collected deposits or payments or arrange for billing.
- Perform day to day administrative task by maintaining and reconciling daily transactions, collect and deposit transaction and perform billing as directed.
- Resolve scheduling complaints and issues of missed appointments or product defect.
- Check inventory for availability and order as needed. Purchased supplies and parts to facilitate the order.
- Kept myself and employees up to date with new product information and safety regulations as well as OSHA regulations.
- Make on-site service calls to existing accounts and develop potential prospect list in obtaining new accounts.
Education
High School Diploma -
Elmer L Meyers High School
Wilkes Barre, PA06.1984
Skills
- Call Center Experience
- Client-focused
- Employee scheduling
- File/records maintenance
- Organized
- Meticulous attention to detail
- Resolution-oriented
- Strong communication skills
- Strong interpersonal skills
- Dedicated team player
- Professional and mature
- Flexible scheduling
- Dependable and reliable
Timeline
Remote CSR
Bakertilly Vantagen
04.2021 - Current
Travel Counselor for American Express
American Express Travel
08.2017 - 11.2019
Travel Counselor for Bank of America/ Merrill Lynch
Wns Global Services
05.2015 - 08.2017
Receptionist/ Scheduling Coordinator
Shakti Salon and Day Spa
10.2009 - 06.2013
Administrative Assistant/Staffing Coordinator
Nurstat Staff Relief
01.2001 - 12.2004
CSR/Shop Manager
Diamond Auto Glass
02.1988 - 10.1999
High School Diploma -
Elmer L Meyers High School
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