PATRICIA GARRETT
El Paso,Texas
Summary
Organized, dedicated and ambitious budding professional with excellent attention to detail, and thirst for learning in working closely with experienced professionals and contribute to the success of a dynamic company. Performance-driven, customer-focused Customer Service Professional offering 20+ plus years of comprehensive experience. Highly regarded as an effective catalyst for change, transformation, and performance improvement. Respond rapidly and appropriately to constantly changing circumstances. Consistently successful in increasing service standards, quality, and profitability. Highly adept at breaking down barriers to progress and implementing the change necessary to achieving an organization's long-term strategic imperatives.
Overview
31
31
years of professional experience
Work History
Trip Director
Morley Companies
10.2023 - 10.2023
- Managed administrative logistics of events planning, event booking, and event promotions.
- Performed event coordination for larger parties and gatherings.
- Inspected event facilities to confirm conformance to customer requirements.
- Oversaw event registration process by collecting and tracking attendee information.
- Coordinated transportation and parking arrangements for guests and vendors.
Customer Support & Service Representative
Southwest Airlines
04.2022 - 08.2023
- Worked remotely
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings
- Provided passengers with information about availability and pricing
- Worked effectively in fast-paced environment, managed over 50 passenger calls per day
- Processed passenger refunds and cancellation requests
- Reviewed and update passenger information to maintain up-to-date records for high-quality service.
Law Assistant
HHH Law Group
06.2019 - 12.2019
- Created and prepared legal drafts by organizing and assembling information for legal documents and forms
- Assisted attorney with case organization and administrative tasks
- Investigated facts and laws to determine strategies for case preparation
- Updated firm's database with new information for client records and financial documents
- Managed administrative duties such as filing documents, scheduling meetings and tracking case statuses.
Customer Service Representative
Grace & Heart Jewelry
01.2017 - 06.2019
- Worked Remotely
- Educated representatives how to use company systems, complete forms and obtain desired services
- Resolved representative and customer complaints and addressed emergency requests and needs
- Handled customer inquiries and suggestions courteously and professionally
- Initiated termination of representative contracts upon request
- Conferred with representatives and customers about concerns with products or services to resolve problems and drive sales
- Issued refund on returned products.
Customer Service Representative
NU Car Rentals
01.2015 - 01.2017
- Worked Remotely
- Managed Car Rental Reservations for over 125 locations Worldwide to include locations throughout the United States, Canada, Mexico, Central and South America, the Caribbean, Europe, and The Middle East
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
- Monitored call quality and provided individual constructive feedback to enhance performance and addressed areas in need of improvement
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies
- Answered constant flow of customer calls with minimal wait times.
Director of Sales –Senior Sales Manager
El Paso Convention & Visitors Bureau
01.2006 - 01.2009
- Supervised and managed all sales, goal achievement, and administration for the El Paso Convention & Visitors Bureau and venues
- Administered and supervised all qualitative and quantitative objectives of Sales Team, Servicing Department, and all support staff
- Kept close contact with meeting planners from across nation to keep El Paso, Texas visible in all areas of Convention Market
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
State Sales Manager
- In Austin, targeting Association accounts, developing relationships, and encouraging their meetings and conventions to be held in El Paso, Texas
- Prepared sales presentations for clients showing success and credibility of products
- Resolved problems with high-profile customers to maintain relationships and increase return customer base
- Organized promotional events and interacted with community to increase sales volume.
District Sales Manager
Advantage Rent
01.2000 - 01.2006
- A
- Supervised 25 employees and oversaw annual fiscal sales more than $7.2M
- Managed all sales for offices located in El Paso, TX, Las Cruces, NM, Albuquerque, NM, and Santa Fe, NM
- Held full P&L responsibilities including budgeting, forecasting, goals, and all sales reports
- Recruited, developed, and managed all staff necessary for the daily functioning of all offices
- Created all newspaper and television advertising, marketing campaigns and local promotions
- Developed and cultivated relationships in the community to develop a stronger client base
- Responded to all RFP's, proposals, and bids received by current and potential clients
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
- Assessed each location's individual and team performances, analyzing data trends to determine best methods to improve sales results.
Corporate Government Agent/Leisure Agent
Carlson Wagonlit Travel
01.1993 - 01.2000
- Management of all travel and leisure for operations at Fort Bliss, including William Beaumont staff physicians, German Air Force, and Joint Task Force 6 (JTF-6 North)
- Established and serviced government client base coordinating all travel, including air, accommodations, car rental, hospitality, and special events
- Arranged travel accommodations for groups, couples, executives, and special needs clients
- Handled special events for Fort Bliss, including event planning, vendor negotiations, and setup of event, entertainment, and hospitality, ensuring proper protocol for military personnel
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Education
Certified Travel Associate -
International Air and Aviation Academy
Arlington, TexasHanks High School
El Paso, TexasSkills
- Service Enhancement
- Operations Management
- Strategic Planning
- Client Retention
- Event Coordination & Planning
- Revenue Growth
- Fluent in English and Spanish
- P&L Budget Accountability
Timeline
Trip Director
Morley Companies
10.2023 - 10.2023
Customer Support & Service Representative
Southwest Airlines
04.2022 - 08.2023
Law Assistant
HHH Law Group
06.2019 - 12.2019
Customer Service Representative
Grace & Heart Jewelry
01.2017 - 06.2019
Customer Service Representative
NU Car Rentals
01.2015 - 01.2017
Director of Sales –Senior Sales Manager
El Paso Convention & Visitors Bureau
01.2006 - 01.2009
District Sales Manager
Advantage Rent
01.2000 - 01.2006
Corporate Government Agent/Leisure Agent
Carlson Wagonlit Travel
01.1993 - 01.2000
State Sales Manager
Certified Travel Associate -
International Air and Aviation Academy
Hanks High School
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