Melody Weaver
2818 Acero Ave, Pueblo ,CO
Summary
Driven professional with extensive experience in customer service and sales, notably with Holland America Cruise Lines NV. Excelled in active listening and problem solving, enhancing customer satisfaction and operational efficiency. Demonstrated expertise in call documentation and rapport building, significantly improving client relations and service quality.
Overview
3
3
years of professional experience
Work History
Sales and Service Representative
Holland America Cruise Lines NV
01.2023 - 08.2024
- Answered inbound calls.
- Built new customer profile if not caller was not a past guest.
- Recommended, selected and helped locate and cruises based on customer requests.
- Quoted desired cruise, upsold Cancellation Protection, Airfare, Hotels, and Upgrade program.
- Recapped itinerary and took form of payment to secure cruise.
- Sent booking confirmation documents.
- Serviced bookings that needed to make stateroom or itinerary changes.
- Processed refunds or issued future cruise credits.
- Troubleshooted payment issues, missing on board credits, and dining or shore excursion issues.
Customer Service Representative-Vetting Analyst
Systems Integration Inc
12.2021 - 08.2022
- Answered inbound calls from TSA Agents nationwide.
- Through indirect questioning, asked security questions to passengers through TSA Agent. Upon verification of identity, I cleared passenger to fly domestically.
- Vetted legal aliens to fly by verifying if their documents were valid and if the documents allowed them to fly to the states that they were attempting to fly.
- Documented all calls to maintain contact history and prevent passengers who abused the vetting process from attempting again.
- Placed passengers who abused vetting process multiple times on the Do Not Fly List.
Education
GED -
Pikes Peak State College
Colorado Springs, CO06.1990
Skills
- Active Listening Skills
- Rapport Building
- Empathy
- Call Documentation
- Problem Solving
- Effective Communication
- Time Management
- Goal Orientation
- Upselling and Cross Selling
- Customer Retention
- Account Servicing
Timeline
Sales and Service Representative
Holland America Cruise Lines NV
01.2023 - 08.2024
Customer Service Representative-Vetting Analyst
Systems Integration Inc
12.2021 - 08.2022
GED -
Pikes Peak State College
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