Martha Harris-Gee
Las Vegas,NV
Summary
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.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Travel Advisor
Wyndham Worldwide Corporation
11.2022 - Current
- Resolved travel problems, processed complaints and issued refunds to maintain customer satisfaction.
- Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
- Booked transportation using booking engines and Sabre GDS, made hotel reservations and collected payments to optimize trip planning.
- Attended training sessions, familiarization trips and site inspections to maintain current industry knowledge and gain insight into tourism trends.
- Researched cruises, airfare options and siteseeing options to best meet client expectations.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
Online Teachers Assistant
ABC Child Care Center
08.2021 - 05.2022
- Developed lesson plans and activities based on students IEPs that facilitate academic, behavioral, speech and physical therapy goals
- Maintained scheduled lessons and attendance
- Conducted training for 10+ colleagues and 20+ parents on working affectively with special needs children achieving 100% participation rate.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Supported student learning objectives through personalized and small group assistance.
- Worked with lead teacher to monitor class schedule and take attendance.
- Documented student progress and communicated with parents to keep informed.
Customer Service Specialist III
JT Clark company
10.2017 - 08.2021
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Maintained and managed customer files and databases.
- Answered constant flow of customer calls with minimal wait times.
- Utilized customer service software to manage interactions and track customer satisfaction.
Sales Associate
Hilton Grand Vacations
05.2017 - 10.2018
- Verified and finalized arrangements to deliver smooth and efficient travel for employees.
- Arranged hotel accommodations, cars or drivers and all related documentation.
- Drove team revenue totals by bringing in top sales numbers.
- Managed customer service inquiries and complaints for customer satisfaction.
- Utilized various analytics tools to track customer behavior and optimize website layout.
- Monitored trends in online retail to identify new opportunities for growth.
Bartender/Server
Lockland Bar and Grill
02.2016 - 03.2017
- 5 years of experience making alcoholic beverages, cocktails and beverages
- Performed opening and closing duties.
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Bussed and reset tables to keep dining room and work areas clean.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
Assistant manager
KFC
02.2013 - 04.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Launched quality assurance practices for each phase of development
- Developed detailed plans based on broad guidance and direction.
Customer Service Representative
RDI marketing
04.2012 - 01.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained staff on operating procedures and company services.
Education
Associate - Media broadcasting
Ohio Media School
Cincinnati, OH05.2017
Certificate of completion - Mixologist
Michigan Bartending School
Cincinnati, OH06.2014
Business Administration - Business
Phoenix College Online
Phoenix, AZ03.2014
Diploma -
Eldorado High School
Las Vegas, NV01.2010
Skills
- High-Volume Environments
- Google Drive
- Supply Chain Management
- Quality Standards
- Time Management
- Customer Relations
- Order Fulfillment
- Account Management
- Quickbooks
- Technical Support
- Self Starter
- Cleaning and Sanitizing
- Cash Management
Accomplishments
- Cross-trained on the agency manager's tasks and responsibilities and was entrusted to handle all duties when that individual was unavailable.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Certification
Bartending license, 06/01/14, Michigan Bartending School
Work Authorization
Authorized to work in the US for any employer
Additional Information - Special Skills
- Critical Thinking
- Basic Computer Skills
- Organizational Skills
- Communication Skill
- Management
Personal Information
- Relocation: Anywhere
- Title: Customer Service Specialist
Awards
Best in new media, 03/01/17, Media broadcasting school
Timeline
Travel Advisor
Wyndham Worldwide Corporation
11.2022 - Current
Online Teachers Assistant
ABC Child Care Center
08.2021 - 05.2022
Customer Service Specialist III
JT Clark company
10.2017 - 08.2021
Sales Associate
Hilton Grand Vacations
05.2017 - 10.2018
Bartender/Server
Lockland Bar and Grill
02.2016 - 03.2017
Assistant manager
KFC
02.2013 - 04.2016
Customer Service Representative
RDI marketing
04.2012 - 01.2013
Associate - Media broadcasting
Ohio Media School
Certificate of completion - Mixologist
Michigan Bartending School
Business Administration - Business
Phoenix College Online
Diploma -
Eldorado High School
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