Natalie Garrett

Highly skilled and goal-oriented professional with strong communication and excellent customer service skills. Demonstrated expertise in data entry, ensuring efficiency and accuracy in all tasks. Committed to providing exceptional customer service and building productive relationships. Recognized as a problem solver and creative thinker, adept at using tact to mediate issues. Dedicated to maintaining a positive attitude and always striving for win-win outcomes. Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 6 years of experience in Airline Industry.

• Reservations Supervisor, Alaska Airlines, Work from home, Boise, ID, 05/01/17, 04/01/23, Answered inbound calls from reservations agents. These calls involved either answering a question about company policy or how to handle a call to taking escalated calls from our guests. There was not a supervisor above me to answer questions or take over a call. I found resolutions for escalated guests that had missed their flight, had their flight changed or canceled last minute. I also took calls from customers that wanted to share an experience with our staff inflight or at the call center, both kudo calls and complaint calls, I also found resolutions for these guests. I also trained new hires over the phone. I am very familiar with the travel industry and being DOT compliant. I was also a Chief Resolution Officer which meant if someone felt we violated ADA law, I was the one that took the complaint and followed procedure to comply with DOT.
• Customer Service Representative, Capital One, Sykes Call Center, Boise, ID, 06/01/16, 12/01/16, Explained products and services over the phone using a prepared script. Answered questions from customers. Maintained records of contacts, accounts, and orders.
• Inside Sales Representative, Four Seasons Garden Supply, Boise, Boise, ID, 05/01/12, 02/01/15, Opened and closed the store, reconciled cash register, and ran daily reports. Provided positive customer service to customers, placed special orders and exceeded the customer expectations. Placed regular orders and stocked merchandise when it arrived.
• Customer Service Representative, T-Mobile, Meridian, Meridian, ID, 10/01/09, 05/01/12, Perfected customer experience by answering incoming calls from T-Mobile customers in a timely fashion. Met call handling sales objectives by upselling T-Mobile products and services. Used various systems to change or fix an account or order new services. Built rapport to ensure the customer was getting what was best for their needs and wants. Used one-call resolution to ensure and exceed customer service qualities and performed well by meeting goals on quality assurance calls.
• Customer Retention Representative, DirecTV, Boise, Boise, ID, 09/01/02, 09/01/09, Received incoming calls from customers that wanted to disconnect DTV service. Provided solutions to their concerns and offered to retain them from cancelling their DTV accounts. Consulted with customers about DTV products and pricing and upsold services and channel packages. Handled troubleshooting and explained procedures of how to best resolve technical problems. Used probing questions to better understand the needs of the customer and provide an appropriate solution. Took payments on customer's accounts and answered billing questions. Ensured quality outcome for everyone by multi-tasking between co-workers, technicians, home service providers, and customers. Balanced knowledge with team members and provided accurate information. Helped train new staff on policy and job responsibilities.