Nora McKeon

• Verified applicant references and employment details.
• Developed recruiting strategies to identify qualified candidates and build network.

• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Asked probing questions to determine service needs and accurately enter information into electronic systems.
• assisted approximately 100 customers each day with reservations and general questions.
• Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
• worked with managers to develop service improvement initiatives.

• Resolved concerns with products or services to help with retention and drive sales.
• Leveraged sales expertise to promote products and capitalized on upsell opportunities.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Finalized Private Group Departures.

Worked with Suppliers and tour operators.

• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Handled post-travel complaints using Salesforce. Processed refunds.

• Provided primary customer support to internal and external customers.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services and company information.
• Worked in the air department calculating air prices on air/land packages.

• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of products, services and facilities.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Provided customers with information about availability and pricing.
• Resolved various issues and discrepancies for customers.
• Handled billing information over phone.
• Provided follow through on all calls with confirmations and dissemination of requested information.