Summary
Overview
Work History
Education
Skills
Timeline
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Rebekah Lichon

Mesa,AZ

Summary

United 100 winner

Skilled Reservation Agent with a proven track record at United Airlines, enhancing customer satisfaction through exceptional service and efficient reservation management. Expert in utilizing reservation software and delivering top-notch customer engagement. Demonstrated ability to resolve issues swiftly, boosting customer loyalty. Mastery in active listening and call control stands out, ensuring a seamless booking experience.

Overview

20
20
years of professional experience

Work History

Reservation Rates Agent

United Airlines
08.2022 - Current
  • Calculating taxes and surcharges
  • Provided coaching to agents regarding pricing regulations.
  • Support agencies with pricing when having difficulty with system.

Lead Reservations Agent

United Airlines
11.2012 - 08.2022
  • Maintained high standards of professionalism while handling customer complaints, resulting in successful resolutions and increased loyalty.
  • Promoted company loyalty programs, leading to higher repeat guest ratios and increased brand recognition among travelers.
  • Assisted in the implementation of a new reservations software system, improving efficiency within the department.

Reservation Agent

United Airlines
03.2005 - 11.2012
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
  • Resolved various issues and discrepancies for customers.

Education

Bachelor Of Science In Nursing - Nursing

University of Illinois At Chicago
Chicago, IL
05.2020

Associate Degree In Nursing - Nursing

Triton College
River Grove, IL
05.2010

Skills

  • Customer engagement
  • Reservation software
  • Phone etiquette
  • Typing speed
  • Call control
  • Telephone reservations
  • Active listening
  • Customer service

Timeline

Reservation Rates Agent

United Airlines
08.2022 - Current

Lead Reservations Agent

United Airlines
11.2012 - 08.2022

Reservation Agent

United Airlines
03.2005 - 11.2012

Bachelor Of Science In Nursing - Nursing

University of Illinois At Chicago

Associate Degree In Nursing - Nursing

Triton College

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Rebekah Lichon