Shaulynda Beverley
Salt Lake City,UT
Summary
Driven Reservations Sales Executive Desk agent known for achieving high productivity and efficiently completing tasks. Possess specialized skills in Exceptional customer service, Content creation, and Facilitation. Excels in communication, and problem-solving to successfully foster long-term partnerships.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Reservation Sales - Executive Desk
United Airlines
Salt Lake City, UT
09.2014 - Current
- Effectively managed calls from United's highest revenue-generating customers using specialized tools and programs.
- Delivered exceptional service to every customer.
- Cultivated relationships with existing customers to encourage repeat business.
- Utilized empowerment, exceptions, critical thinking, and problem-solving skills to solve complex problems or unique customer situations.
- Ensured timely and professional resolution of customer complaints.
Subject Matter Expert
United Airlines
Salt Lake City, UT
09.2012 - Current
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Managed multiple projects simultaneously.
- Played an active role in developing and creating innovative curriculum, and effectively delivered the content.
- Organize material and resources.
- Created and maintained the Interactive Job Aid utilized by Executive, Entertainment, and Preferred Desk coworkers for training purposes, as well as real-time, step-by-step assistance.
- Provided guidance on leveraging new training opportunities to overcome learning gaps.
- Assessed participant learning needs and tailored sessions accordingly.
- Maintained policy consistency by conducting recurrent training sessions.
Facilitator
United Airlines
Salt Lake City, UT
01.1999 - Current
- Fostered learning and guidance to new team members and existing employees on company policies, procedures, and systems related to United Airlines reservations.
- Adapted instruction methods based on participant feedback and engagement.
- Recurrent training: Determine needs and provide personalized training to ensure success.
Relief Superviosr
United Airlines
Salt Lake City, Uta
01.1999 - Current
- Inspired a culture of collaboration and collective problem-solving.
- Implemented Elevate the Experience coaching methods to maximize performance and improve customer satisfaction.
- Evaluated team performance, highlighting commendable aspects while suggesting opportunities for development
- Utilized scorecard metrics to assist team members in achieving individual and team goals.
Relief Reservations Operations Representative
United Airlines
Salt Lake City, UT
01.2000 - 11.2014
- Managed logistics, staffing, and call routing efficiently.
- Generated reports on customer service metrics for management review.
- Performed data entry tasks accurately and quickly.
- Effectively addressed Contact Center Agents' queries through phone, IM, and email.
- Addressed concerns regarding the upkeep of facility, office, and remote agent equipment.
Continental Vacations
United Airlines
Salt Lake City, UT
01.1998 - 01.2000
- Worked with a third-party vendor to assist customers in selecting the best travel package based on their individual needs and budget.
- Answered customer inquiries regarding flights, hotels/resorts, car rentals, and activities.
- Ensured all details were accurately and completely conveyed to all parties.
International Reservations Sales
United Airlines
Salt Lake City, UT
09.1996 - 01.1998
- Discover additional skills to assist international travelers with complicated itineraries, Timatic information.
- Acquired knowledge about other airlines and countries to answer customer inquiries and enhance our customers' experience.
- Developed expertise in customer service to effectively address and resolve customer concerns.
Reservation Sales
United Airlines
Salt Lake City, Utah
03.1996 - 09.1996
- Acquired the skills and knowledge to assist domestic air travelers with all of their travel needs. Advising routing, prices, fare rules, building reservations, making changes, and ticketing.
- Developed critical thinking skills to resolve customer issues.
- Provide excellent customer service to retain and gain customer satisfaction.
Education
West Jordan High School
West Jordan, UTSkills
- Professionalism
- Time Management
- Team Collaboration
- Critical Thinking
- Problem-Solving
- Self Motivation
- Effective Communication
- Organizational Skills
- Attention to Detail
- Excellent customer service and retention
Certification
- New Hire facillitator
- Emegency Response facillitator
- Training Development
Accomplishments
- Outstanding Performer
- Consistently exceeds scorecard metrics for productivity and customer satisfaction
References
References available upon request.
Timeline
Reservation Sales - Executive Desk
United Airlines
09.2014 - Current
Subject Matter Expert
United Airlines
09.2012 - Current
Relief Reservations Operations Representative
United Airlines
01.2000 - 11.2014
Facilitator
United Airlines
01.1999 - Current
Relief Superviosr
United Airlines
01.1999 - Current
Continental Vacations
United Airlines
01.1998 - 01.2000
International Reservations Sales
United Airlines
09.1996 - 01.1998
Reservation Sales
United Airlines
03.1996 - 09.1996
West Jordan High School