MARYLENE OUMAH
Houston
Summary
Experienced with managing customer reservations and inquiries seamlessly. Customer service professional with robust background in managing reservation systems and ensuring customer satisfaction. Known for effectively addressing customer concerns and providing solutions that enhance service experience. Emphasizes teamwork and adaptability to meet evolving customer needs, with strong communication and problem-solving abilities.
Professional with proven background in customer service and reservations, bringing strong focus on team collaboration and adaptability. Skilled in managing customer inquiries, resolving issues efficiently, and maintaining high service standards. Known for reliability, effective communication, and ability to thrive in fast-paced environments. Equipped to deliver impactful results and enhance customer experience.
Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
9
9
years of professional experience
Work History
Customer Service & Reservation Agent
Spirit Airlines Inc.
05.2022 - Current
- Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
- Identified opportunities for process improvements within the department, contributing ideas that led to enhanced efficiency.
- Exceeded performance metrics regularly while keeping focus on quality interactions with each customer interaction.
- Stayed up-to-date on company policies, promotions, and pricing strategies to provide well-informed guidance to customers.
- Managed high call volume while maintaining a friendly and professional demeanor, ensuring positive interactions with customers.
- Adapted communication style to accommodate diverse clientele, promoting a welcoming atmosphere for all guests.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
Customer Technical Support
Optimum (Cable Vision)
09.2019 - 04.2022
- Provided guidance to customers on how to solve their problems, including diagnostic and troubleshooting their devices
- Responded to customer technical support inquiries and complaints via phone and email, addressing needs in real-time and proactively anticipating future product concerns.
- Served as a liaison between consumers and internal departments such as customer service or technical support to ensure seamless communication and resolution of any issues or concerns.
- Provided technical support to customers when needed, addressing their concerns efficiently while promoting a positive brand image.
- Provided top-notch customer support, addressing complex technical issues with patience and professionalism.
- Worked closely with technical support teams to resolve any issues during implementation or post-sales phases for seamless customer experience.
Travel Consultant
Travelduqa Africa
04.2016 - 08.2019
- Planned travel itineraries for clients
- Made reservations including flight, hotels and transportation
- Provided travel information to clients
- Researched travel destinations and customized travel packages for clients
- Ensured clients travel documents are up to date
- Stayed up to date on industry trends by researching and attending Webinars, conferences and other educational programs
- Generated new business through referral programs and targeted marketing efforts.
- Collaborated with team members to ensure consistent service quality and seamless travel experiences.
Education
Diploma - Customer Service
Alison Online
02.2022
Bachelor - Public Policy and Management
Kenyatta University
01.2018
Skills
- Customer Service
- Research
- Management
- Reporting
- General reservations
- Microsoft office
- Sales and marketing
- CRM software
- Typing speed
- Phone etiquette
- Customer engagement
- Cost planning
Timeline
Customer Service & Reservation Agent
Spirit Airlines Inc.
05.2022 - Current
Customer Technical Support
Optimum (Cable Vision)
09.2019 - 04.2022
Travel Consultant
Travelduqa Africa
04.2016 - 08.2019
Diploma - Customer Service
Alison Online
Bachelor - Public Policy and Management
Kenyatta University