Rosalind Hezekiah
Los Angeles,CA
Summary
Consistent Reservation Specialist with natural gifts in active listening, personal service and sales. Talented at public speaking, upselling, marketing and providing 24/7 reservation support. Organized, welcoming and dedicated to addressing inquiries and concerns in a timely and accurate fashion.
Overview
13
13
years of professional experience
Work History
Reservation Specialist
Viking Cruises Inc
02.2022 - 09.2022
- High volume call management and establishment of friendly rapport with callers while answering questions, making recommendations, and leading conversations.
- Escalating and facilitating client inquiries to appropriate department when receiving calls outside of department scope.
- Reservation and booking management including, but not limited to, cancelling and revising bookings, adding additional services to existing booking, and contact information updates.
- Researching customer questions regarding COVID testing policies, pre cruise and travel requirements, itinerary activities, and required documentation.
- Assisting customers with account management and trouble shooting account issues including, but not limited to, account creation, password updates, flight preferences, payment processing and other concerns, invoice management, completion of guest documents, and last minute check offs before sailing.
operations support specialist
Federal Emergency management agency
10.2016 - 02.2022
- Assisting in declared natural disasters during a state of Emergency deemed by the United States President to ensure the safety of affected survivors and providing emergency assistance for recovery.
- Assisting in preparing field office emergency management plans, policies, procedures, and risk assessment to ensure essential functions are executed, and consistent with statutory agency requirements.
- Performing onsite damage assessments in order to assist in development plans to ensure the capacity to continue essential functions.
- Facilitating on going communication with internal operations staff and corresponding operational staff of other Federal agencies.
- Administering programs and planning the delivery of recovery programs and services to support individuals.
- Preparing variety of reports, information papers, and briefings which identify recovery emergency management operating practices and support program delivery.
SECURITY
UNIVERSAL PROTECTION SERVICES INC
04.2012 - 10.2016
- Completed full building and ground patrols every hour checking stairwells, parking garages, and exit doors to secure there are no trespassers or unlocked entries
- Scanned incoming and outgoing personnel and party event goers using a hand-held wand and x ray machinery to protect building, assets, and individuals
- Reviewed security camera footage and live feeds to spot trespassers and criminal activity
- Detailed incident reports of theft, access violations, and civilian statements to boost success of future criminal or civil remediation
- Interacted assertively but non- confrontational with all levels of personnel and general public.
CUSTOMER SERVICE REPRESENTATIVE
INTERMEDIA MARKETING SOLUTIONS
01.2010 - 10.2011
- Working in a call center assisting consumers with Verizon landline services, internet, DirecTV services, and cell services selling products, goods, and services
- Taking inbound and outbound calls for up to 30+ members per day using computer and call center software systems
- Display in depth product knowledge to answer customer queries regarding services, shipping, and order placement
- Working with customers to find what they want, create solutions and ensure a smooth sales process
- Finding new sales leads and offer products that will allow customers to receive a discount by bundling their current and new services.
Education
Some College (No Degree) - Business Management
Clemson University
Clemson, SCSkills
- Outstanding Communication Skills
- Close Attention To Detail
- Strong Organizational Skills
- Learning Proficiency
- Problem Solving and Trouble Shooting
- Ability To Stay Calm In Emergencies
Timeline
Reservation Specialist
Viking Cruises Inc
02.2022 - 09.2022
operations support specialist
Federal Emergency management agency
10.2016 - 02.2022
SECURITY
UNIVERSAL PROTECTION SERVICES INC
04.2012 - 10.2016
CUSTOMER SERVICE REPRESENTATIVE
INTERMEDIA MARKETING SOLUTIONS
01.2010 - 10.2011
Some College (No Degree) - Business Management
Clemson University
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