Patricia Morgan

Provided tailored travel solutions for American Express Platinum Card Members worldwide, including air travel, hotel reservations, and car rentals

• Managed air ticket exchanges, cancellations, and collaborated with travel vendors to ensure optimal customer experiences.
• Organized trips for individual, family and business travelers.
• Worked closely with clients to understand unique needs and meet specific travel desires.
• Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
• Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
• Handled sensitive information with professionalism and discretion.
• Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
• Assisted clients with flight changes and cancellations to minimize travel disruption.
• Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.

• Assisted Vanguard clients with online account registration, balance inquiries, and various customer service needs, demonstrating adaptability and efficiency
• Handled administrative tasks promptly, contributing to team success.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
• Delivered prompt service to prioritize customer needs.

• Provided comprehensive support to group retirees on health coverage inquiries, provider issue resolution, and claims processing
• Utilized strong problem-solving skills to ensure customer satisfaction.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.

• Managed end-to-end reservation processes, including booking, modifications, and cancellations, ensuring adherence to company policies
• Demonstrated commitment to excellence in handling various business operations.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.

• Handle up to 120 calls in a single day (both inbound and outbound) responding to emails and online requests for information, as well as maintaining rapport with our client base, internal and external
• Resolve issues and provide assistance by telephone to customers and business partners concerning product deliveries, returns, and exchanges
• Provided excellent customer service at all times; handle customer complaints and concerns in a professional manner, and obtain customer fee
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Coordinated with logistics department to expedite shipping for urgent customer orders.

• Primary point of contact for current and future customers
• Assist with enrollments, receive and make calls, handle multiple chat sessions and respond to emails, resolve issues that customers are experiencing
• Comply with all gaming regulations where gaming is allowed
• Performed various business and administrative duties when required.
• Maintained high call quality standards by adhering to company policies and procedures for each interaction.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
• Assisted customers by answering questions and responding to inquiries.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
• Addressed customer account discrepancies and concerns.
• Demonstrated exceptional multitasking abilities by navigating multiple systems simultaneously during calls to provide accurate information to customers quickly.
• Achieved positive outcomes for both the customer and company through expert negotiation skills during difficult conversations or disputes resolution processes.
• Adapted communication style according to individual customer needs, ensuring comprehension of complex information while maintaining empathy throughout each interaction.
• Managed timely and effective replacement of damaged or missing products.

• Handled back to back calls from customers of William Sonoma, Pottery Barn, West Elm, and Mark & Graham
• Successfully de-escalated calls on a daily basis from customers who were having issues with service, furniture damage and late deliveries
• Fully empowered to compensate the customer to avoid further escalations
• Awarded recognition for saving many furniture sales when customers were requesting refunds or return of furniture
• Received Stella Service recognition from Stella Service Corporation- a customer service rating agency which resulted in a written letter to me from the Director of Customer Service and Stella Service Corporation recognizing me for stellar service within the company.
• Demonstrated strong product knowledge, enabling customers to make informed purchasing decisions that enhanced their overall satisfaction.
• Increased store revenue by effectively upselling furniture and accessory items to customers.
• Updated customers on scheduled deliveries of furniture to homes.
• Assisted customers in selecting the perfect furniture pieces for their homes or offices using expertise in color coordination and space planning.
• Effectively resolved customer complaints or issues related to product quality or delivery delays, maintaining high levels of satisfaction.
• Resolved customer complaints with empathy and efficiency, restoring customer confidence and preserving store's reputation.

• Work from home seasonal position
• Handled back to back call from clients wishing to book their vacation reservations or make changes to existing reservations while utilizing the GDS system
• Quoted pricing, took payments, cancel reservations due to emergencies
• Trained in many destinations such as Mexico, Puerto Rico, Bahamas, The Caribbean including Sandals Resorts and Disney Destinations.
• Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
• Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
• Developed strong relationships with clients, leading to repeat business and positive referrals.
• Enhanced customer satisfaction by providing personalized travel recommendations and itinerary planning.
• Resolved customer issues promptly and professionally, maintaining high levels of satisfaction and loyalty.
• Created detailed travel documents including confirmations, vouchers, tickets, itineraries, maps, guides-ensuring all necessary information was easily accessible for clients during their trips.
• Proactively communicated any changes or disruptions in travel arrangements before they impacted the client's experience.
• Efficiently managed time-sensitive requests while maintaining professionalism under pressure.
• Designed custom itineraries that catered specifically to each client''s individual needs, preferences, and budget constraints.
• Provided exceptional support throughout the entire travel process, from initial inquiry to post-trip followup.
• Conducted thorough research on destinations, accommodations, transportation options, and activities to provide well-informed advice to clients.
• Managed complex multi-city itineraries with precision, ensuring smooth transitions between destinations for travelers.
• Assisted clients with flight changes and cancellations to minimize travel disruptions.
• Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
• Arranged travel accommodations for groups, couples, executives, and special needs clients.