Ramona Brown
Las Vegas,NV
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
20
20
years of professional experience
Work History
Travel Consultant
Telus International
Las Vegas, Nevada
06.2024 - Current
- Developed customized travel itineraries for clients based on preferences and budgets.
- Researched destinations, accommodations, and activities to enhance client experiences.
- Managed booking processes for flights, hotels, and transportation services efficiently.
- Provided expert advice on travel regulations, visa requirements, and safety protocols.
- Delivered exceptional customer service by addressing client inquiries and concerns promptly.
- Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
- Assisted customers in making changes to existing itineraries or canceling trips.
- Resolved any issues related to travel plans and services.
- Searched and confirmed travel reservations for customers.
- Ensured compliance with company policies regarding safety regulations while planning trips.
- Used company tools and systems to complete requests.
- Assisted clients in navigating online booking systems effectively for self-service options.
- Prepared itineraries to deliver travel arrangements to clients.
- Maintained an up-to-date knowledge of industry trends, seasonal promotions and available products.
- Analyzed airline rules, regulations and tariffs and discussed international fare construction and visa and passport requirements with clients.
- Provided excellent customer service in a fast-paced environment.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
Customer Service Representative
Intouchcx
Las Vegas, NV
10.2023 - 01.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Mechanic
Republic Services
Winder, GA
04.2022 - 10.2023
- Repaired or replaced worn parts such as brake pads and wheel bearings using hand tools and power tools.
- Inspected, serviced, and repaired brakes, exhaust systems, transmissions, engines, suspension systems, drive trains, fuel systems and other vehicle components as required.
- Performed preventive maintenance services such as oil changes and tune-ups on cars and trucks.
- Assisted fellow mechanics when necessary during complex repairs.
- Organized tools and supplies neatly within the workspace for easy access during maintenance tasks.
- Monitored shop equipment to maintain safe working condition.
- Assessed vehicles or machinery to accurately diagnose and repair issues.
- Kept detailed records of repairs, labor involved and parts used.
- Ensured safety protocols were followed while working on vehicles.
Cashier
Green Valley Grocery
Las Vegas, NV
09.2021 - 04.2022
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Collected payments and provided accurate change.
- Performed other duties as assigned by management.
- Stocked shelves with merchandise when needed.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Issued receipts, refunds, credits or change due to customers.
- Answered customer questions and provided store information.
- Delivered high level of customer service to patrons using active listening and engagement skills.
Skilled Laborer
Silverbayseafoods
Sitka, AK
09.2018 - 08.2021
- Operated power tools and equipment to complete assigned tasks.
- Conducted regular inspections of work areas to ensure safety standards were met.
- Moved materials, supplies and equipment around the worksite as needed.
- Set up equipment to maintain worksite productivity.
- Collected and removed debris from work sites to maintain team productivity and minimize safety hazards.
- Performed basic maintenance on machines and tools.
Food Runner
Hilton Grand Vacations Club
Las Vegas, NV
05.2013 - 07.2018
- Delivered food to guests in a timely manner while following safety protocols.
- Ensured that all orders were correct before leaving the kitchen area.
- Organized food orders and ensured accuracy of items served to customers.
- Cleaned and sanitized work areas throughout shift including counter tops, floors, equipment.
- Gained broad base knowledge in restaurant operations, both front-of-house and back-of-house.
- Double-checked meals placed in window against customer tickets for accuracy.
- Performed daily pre-shift side work duties such as restocking supplies, polishing silverware.
- Assisted in training new staff members on restaurant operations and procedures.
- Assisted servers to optimize guest dining experience.
- Maintained supplies such as napkins, silverware, glassware and plates throughout shift.
- Responded quickly to customer concerns and escalated major issues to management.
- Responded promptly to customer inquiries and requests for additional items or services.
Mechanic
Fabulous Freddy's Car Wash
Las Vegas, NV
01.2007 - 08.2012
- Performed oil changes and lubrication services on a variety of vehicles.
- Changed oil, transmission fluid and filters in vehicles.
- Replaced cabin, fuel, air and oil filters and tested vehicle horn and lights.
- Inspected and changed air filters, fuel filters, transmission fluid, coolant levels and other fluids as needed.
- Checked fluids and maintenance-related parts and topped off or replaced.
- Installed new windshield wiper blades and checked tire pressure.
- Drained motor oil, changed oil filters and greased chassis fittings.
- Maintained tools, test equipment and materials, keeping work areas organized.
- Adjusted tire pressure on vehicles and warned customers of leaks and tire damage.
- Kept shop area neat and clean by removing debris and safely disposing of used oil.
- Checked for any signs of wear or damage to brakes, suspension systems, steering components, exhaust systems and other parts of the vehicle.
- Checked tire pressure and performed tire repairs, installations and maintenance tasks.
- Performed automotive preventive maintenance and inspected tires.
Education
Associate of Arts - Business
College of Southern Nevada
Las Vegas, NVSkills
- Information Security
- Paperwork Processing
- Data Entry
- Scheduling
- Product Knowledge
- Call Management
- Data Collection
- Complaint Resolution
- Customer Consulting
- Exceptional customer service
- Travel industry knowledge
- Issue resolution
- Effective communication
- Attention to detail
- Problem solving
- Time management
- Customer advising
- Strong communication skills
- Global travel experience
- Computer operation
- System troubleshooting
- Reservation systems
- Travel regulations compliance
- Quality assurance
- Conflict resolution
- Documentation skills
- Ticket queue management
- Critical thinking
- Decision-making
References
References available upon request.
Timeline
Travel Consultant
Telus International
06.2024 - Current
Customer Service Representative
Intouchcx
10.2023 - 01.2024
Mechanic
Republic Services
04.2022 - 10.2023
Cashier
Green Valley Grocery
09.2021 - 04.2022
Skilled Laborer
Silverbayseafoods
09.2018 - 08.2021
Food Runner
Hilton Grand Vacations Club
05.2013 - 07.2018
Mechanic
Fabulous Freddy's Car Wash
01.2007 - 08.2012
Associate of Arts - Business
College of Southern Nevada