Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Michael Villeda

Las Vegas

Summary

Establish a successful career and to be a part of a secure and well-established company where I can be an impactful asset and continue with the development of more knowledge and skills

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Travel Consultant

Telus International / American Express
11.2023 - 04.2025
  • Built strong relationships with clients through exceptional communication and personalized service.
  • Organized trips for individual, family and business travelers.
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
  • Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
  • Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
  • Collected, handled and documented payments for travel services and associated feels.
  • Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
  • Streamlined booking processes for increased efficiency and reduced client wait times.
  • Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
  • Handled sensitive information with professionalism and discretion.
  • Informed clients of travel policies and utilized preferred vendors to maximize company profits
  • Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
  • Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
  • Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
  • Promoted dedicated customer service and support by promptly resolving customer complaints.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
  • Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
  • Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
  • Continuously sought opportunities for professional development by attending industry conferences, webinars, and training sessions to stay current on the latest trends in travel.
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.
  • Administered customer surveys to measure satisfaction with services and better understand desires and expectations.

Customer Service Rep/Appointment Scheduler

Leaf Filter
05.2022 - 03.2023
  • Listen to and distribute department voicemails
  • Return customer calls regarding warranty registration, as needed
  • Data Entry
  • Report development and generation, under the guidance of the Director of Service Administration
  • Process receipts for department expenses in Concur
  • Process Daily Installation Report updates
  • Process Daily/Weekly Callback stats
  • Duties may extend to some or all verticals within the LHS family.
  • Performs other duties as assigned by the supervisor.

Customer Service /Brand Service Rep

Fragile Pak / Progistics
02.2018 - 11.2022
  • Assist customers via inbound and outbound calls with online orders
  • Scheduling deliveries, pickups and follow up
  • Maintaining contact with SP / warehouses to track orders
  • De Escalation Specialist, Taking CC payments and continuous communication and contact with SP’s / service providers, POP’s and vendors
  • Maintained productivity and quality standards at all times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
  • Tailored communication methods based on individual client preferences, ensuring optimal engagement levels were maintained at all times.
  • Scheduled appointment to resolve more complex issues.
  • Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
  • Conducted thorough research on behalf of customers facing unique situations or requiring specialized assistance beyond standard troubleshooting guidelines; presented findings in an easily digestible format tailored specifically for each inquiry type encountered during this process.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Mentored junior team members, providing guidance and support as needed while helping them develop their customer service skills.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Call Specialist

Financial Guidance Center
11.2010 - 11.2017
  • Adheres to and ensures implementation of established agency policies and procedures and nds ways to improve upon them.
  • Answer and provide appropriate assistance to callers via telephone, email,and/or text.
  • Demonstrate sensitivity, empathy, and non-judgemental attitude towards callers.
  • Must have ability to listen and hear, question, analyze, and evaluate the information provided to choose the best solution/ options to resolve and respond to caller's needs.
  • Accurately collect and document all required client and partner agency information in Nevada 2-1-1 database
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
  • Streamlined call handling processes for improved efficiency and reduced hold times.
  • Collaborated with supervisors on strategies for personal growth and development within the role of a Call Specialist.
  • Contributed to a positive work environment by consistently demonstrating professionalism and teamwork.
  • Achieved high levels of customer satisfaction through empathetic listening and effective problem-solving skills.
  • Handled high call volumes while remaining focused on providing outstanding service at all times.
  • Mastered product knowledge to provide accurate information and recommendations to customers.
  • Maintained exceptional first-call resolution rates, minimizing the need for follow-up calls or escalations.
  • Documented customer interactions and transactions, maintaining accurate records of all dealings.

Courtesy Associate

Walmart
04.2012 - 04.2013
  • General upkeep with the store, parking lot and assisted with the handicapped.
  • Assisted with shipping and receiving, loading and unloading groceries and general merchandise.
  • Responsible for shipping and receiving general merchandise. Overnight stocking and customer service.
  • Maintained a clean and organized store environment for optimal shopping experience.
  • Streamlined store operations by effectively balancing cashier duties with floor responsibilities when necessary.
  • Prevented loss due to theft or damage by diligently monitoring store premises for suspicious activity or potential hazards.
  • Collaborated closely with supervisors during shift changes ensuring seamless handover of responsibilities and store upkeep.
  • Ensured accurate pricing on merchandise through meticulous attention to detail and regular price audits.
  • Assisted customers in locating desired products, resulting in increased sales and overall satisfaction.
  • Demonstrated excellent multitasking abilities while assisting multiple customers at once without sacrificing quality service.
  • Supported team members in completing tasks efficiently, contributing to a positive work atmosphere.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Managed timely and effective replacement of damaged or missing products.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Helped customers take merchandise out of store and loaded items into vehicles.
  • Exceeded performance expectations consistently, receiving recognition for outstanding customer service skills.

Warehouse Clerk/Shipping & Receiving

Med Health
10.2007 - 04.2008
  • Responsible for picking, packing, shipping and receiving medical and pharmaceutical supplies.
  • Other duties included loading and unloading trucks and stocking and general upkeep of the warehouse.
  • Also general upkeep and maintenance of electrical pallet Jack, fork lift and order pickers.
  • Kept warehouse up to safety and health regulations at all times.
  • Utilized forklift and other warehouse equipment to safely load and unload pallets and containers.
  • Provided excellent customer service by addressing inquiries about product availability and shipment status promptly.
  • Improved inventory accuracy with consistent cycle counting and data entry into the warehouse management system.
  • Collaborated with team members to complete daily tasks efficiently, meeting warehouse performance goals consistently.
  • Checked packages and merchandise for damage and notified vendors.
  • Optimized space utilization within the warehouse through strategic reorganization of products based on size, weight, and demand patterns.
  • Managed incoming shipments by verifying product details against purchase orders, ensuring accurate inventory levels.
  • Maintained a clean work environment through routine organization of shelves and removal of waste materials, promoting overall warehouse efficiency.
  • Simplified order picking process with proper labeling and storage of products, reducing search time for items during fulfillment.
  • Expedited urgent orders with prioritized packing and shipping procedures, ensuring timely delivery to customers in need.
  • Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
  • Handled day-to-day shipping and receiving overseeing more than [Number] packages per day.
  • Moved shipment materials to and from designated areas using lift and hand trucks.
  • Inspected incoming and outgoing shipments to identify discrepancies with records.
  • Utilized forklift or pallet truck to load, unload, transport and store goods.
  • Packed, secured, labeled and applied postage to materials to prepare items for shipment.
  • Processed invoices and order forms for goods received and shipped for proof of transactions.
  • Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
  • Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.

Education

GED - General

Mojave High School
North Las Vegas, NV
06.2006

Skills

  • Communication skills
  • Analytical skills Company Web-Based Programs: CRM, Tagnet, CX
  • Type 60 WPM
  • Tech Support
  • Front Oce English and Spanish
  • 1
  • Vcent
  • Call Evo
  • Avitus
  • Customer service
  • Analysis skills
  • Strong communication skills
  • Hotel accommodations
  • Travel industry expertise
  • Exceptional customer service
  • Administrative tasks
  • Regulations and compliance
  • Relationship management
  • Data entry
  • Cash handling
  • CRM software
  • Data confidentiality
  • Credit card payments
  • Logistics support

Accomplishments

  • Has been the top booking agent at [American Express] since [May 2025 and Aug 2025] due to exceptional service and customer relationship building skills.

Certification

  • [Forklift] Training - [2008]

Languages

Spanish
Native or Bilingual

Timeline

Travel Consultant

Telus International / American Express
11.2023 - 04.2025

Customer Service Rep/Appointment Scheduler

Leaf Filter
05.2022 - 03.2023

Customer Service /Brand Service Rep

Fragile Pak / Progistics
02.2018 - 11.2022

Courtesy Associate

Walmart
04.2012 - 04.2013

Call Specialist

Financial Guidance Center
11.2010 - 11.2017

Warehouse Clerk/Shipping & Receiving

Med Health
10.2007 - 04.2008

GED - General

Mojave High School

Similar Profiles

CREATE PROFILE