Phillip Short
Georgetown
Summary
Dynamic Reservation Specialist with proven expertise at Creative Lodging Solutions, excelling in customer service and problem-solving. Recognized for enhancing client satisfaction through meticulous attention to detail and effective communication. Skilled in reservation software and adept at managing high call volumes, consistently achieving positive customer feedback and referrals.
Results-driven professional with extensive experience in reservation management, adept at optimizing booking processes and delivering exceptional customer service. Renowned for teamwork and adaptability, ensuring seamless operations and client satisfaction. Skilled in problem-solving and maintaining high standards under pressure.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
9
9
years of professional experience
Work History
Reservation Specialist
Creative Lodging Solutions
03.2019 - 05.2025
- Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
- Provided exceptional customer service throughout the entire booking process, leading to positive reviews and referrals.
- Ensured accurate client information was entered into the reservation system quickly and error-free, reducing data-entry mistakes.
- Supported marketing efforts by promoting special offers or packages during the booking process.
- Provided customers with information about availability and pricing.
- Answered approximately 60 phone calls and emails regarding customers inquires, concerns and complaints per day.
- Displayed excellent problem-solving skills when addressing complex booking situations or guest concerns, enhancing overall customer satisfaction levels.
Roadside Assistance Agent
AAA Roadside Assistance
04.2016 - 03.2019
- Handled challenging situations with diplomacy, resolving conflicts between customers and service providers when necessary.
- Coordinated alternative transportation options for customers when necessary, such as taxis or rental cars.
- Consistently met or exceeded performance benchmarks related to call handling time and customer satisfaction scores.
- Collaborated with team members to continuously improve processes and procedures within the department.
- Streamlined communication between drivers, dispatchers, and service providers for improved efficiency.
- Maintained thorough knowledge of company policies and procedures to provide accurate information to customers in need of assistance.
- Demonstrated empathy towards distressed callers, providing reassurance and clear instructions for resolving their issue.
- Utilized GPS technology to accurately locate stranded motorists for faster response times.
- Assisted motorists with various vehicle issues such as flat tires, dead batteries, and lockouts, helping them get back on the road quickly.
- Promoted a positive company image by maintaining professionalism and demonstrating excellent customer service skills in all interactions.
- Managed high call volume while remaining calm and professional, ensuring accurate information was relayed to all parties involved.
- Assisted in resolving customer complaints and grievances.
Education
High School Diploma -
Scott County High School
Georgetown, KY06-2001
Skills
- Customer service experience
- Active listening skills
- Team development
- Reservation software
- Computer literate
- Personal service experience
- Room rate positioning
- Hospitality operations
- Telephone reservations
- Customer engagement
- Phone etiquette
- Telephone reception
- Travel bookings
- Travel planning
- Travel reservations
- Customer reservations
- [Software] for reservations
- Teamwork
- Teamwork and collaboration
- Customer service
- Quick thinking
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Critical thinking
- Excellent communication
- Organizational skills
- Team collaboration
- Team leadership
Timeline
Reservation Specialist
Creative Lodging Solutions
03.2019 - 05.2025
Roadside Assistance Agent
AAA Roadside Assistance
04.2016 - 03.2019
High School Diploma -
Scott County High School
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