Paul Williams
Holiday,FL
Summary
Guest-oriented Reservation Agent with advanced-level reservation and customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations and expand customer base. Friendly, organized and hardworking with strong skills in [Opera]. Personable and deadline-driven Customer Service Representative experienced in working in a fast-paced environment. Solid team player offering a positive and cooperative attitude. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem resolutionist able to work effectively and productively with diverse customers and individual needs. Customer service and sales expert able to identify customer need and deliver solutions to problems.
Personable and persuasive with natural talent for building relationships and closing deals. Possesses solid understanding of customer needs and proficient in using CRM software to track and manage sales activities. Dedicated to driving revenue growth and delivering exceptional customer experiences.
Overview
25
25
years of professional experience
Work History
Sales Agent
PODS
01.2022 - Current
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Explained features and advantages of [Type] products or services to promote sales.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
- Achieved top performer status within the company due to consistent high sales numbers.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Built relationships with customers and community to promote long term business growth.
- Set and achieved company defined sales goals.
Reservation Agent
Sirata Beach Resort & Conference Center
12.2016 - 05.2021
- Collaborated with the sales department to arrange large group hotel bookings for such special events as destination weddings
- Boosted bookings by38% using detailed knowledge of facility, services and offerings when closing reservations for customers
- Contacted customers to advise on travel conveyance changes and to confirm reservations
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills
- Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services
- Kept accurate knowledge of all types of rooms available at various resort locations
- Entered information for reservations into the hotel's computer system using [Opera and HMS]
- Assisted customers via phone by providing confirmations, answering questions and offering general information
- Reviewed guest information and payment options, checking for accuracy and completeness
- Relayed information on availability, pricing and discounts to customers
- Verified guest information and payment options ensuring accuracy and completeness
- Researched and resolved all customer issues
- Streamlined communication between departments, resulting in improved efficiency and smoother project execution.
- Monitored calendar and schedule and set up meetings and appointments.
- Provided ongoing support to team members, addressing concerns promptly and offering solutions to ensure optimal teamwork and progress towards objectives.
- Monitored progress towards established goals throughout the duration of projects, adjusting timelines or reallocating resources when necessary to stay on track for success.
General Manager
Flamingo Resort
12.2014 - 11.2016
- Maximized team performance by encouraging, training and disciplining employees
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets
- Designed sales and service strategies to improve revenue and retention
- Strategized long-term business needs while generating guest relations feedback for process improvements
- Motivated and led team members to work together to achieve common performance and profitability targets
- Directed safety operations and maintained clean work environment in adherence to FDA and OSHA requirements
Area Manager
Subway
06.2000 - 10.2015
- Boosted revenues by delivering effective sales training, issue resolution techniques and staff mentoring on company's web-based collections system
- Implemented training initiatives to coach staff on best practices and protocols for enhanced profitability
- Developed and administered budgets covering operational areas such as inventory and labor hours
- Evaluated schedules, orders and forecasts to plan operational processes and meet timetables
- Supervised business functions for [3] sites, which included employee staffing, customer retention and financial oversight
- Boosted team morale and overall revenues by creating and implementing sales contests
Education
GED -
Herndon High School
Herndon, WV01.1993
Skills
- Effective team player
- Excellent multi-tasker
- Detail-oriented
- Inbound and outbound calling
- Upselling proficiency
- Customer reservations
- Phone etiquette
- Opera and HMS call center software
- Client relations
- Sales training
- Adaptability to change
- Sales follow-up
- Customer service
- Customer relations
Accomplishments
- Ranked #1 on my sales team in sales for the past 3 years.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 12 staff members.
Timeline
Sales Agent
PODS
01.2022 - Current
Reservation Agent
Sirata Beach Resort & Conference Center
12.2016 - 05.2021
General Manager
Flamingo Resort
12.2014 - 11.2016
Area Manager
Subway
06.2000 - 10.2015
GED -
Herndon High School
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