Shauntell Bess
JetBlue Vacations
Roy,UT
9
years of professional experience
Experienced customer support professional with 4+ years resolving complex travel changes, cancellations, and escalations. Known for accurate CRM documentation, policy-based solutions, and calm, empathetic service that protects customer satisfaction.
Work History
Support Specialst
3 Years- Resolved complex vacation booking changes, cancellations, and itinerary adjustments with accurate, policy-aligned support.
- Coordinated customer issue resolution across reservations, hotel partners, and air travel teams.
- Escalated sensitive travel concerns promptly, ensuring timely resolution for disrupted vacation plans.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Tracked and documented customer interactions in a customer relationship management system to maintain accurate records.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Acted as liaison between support team and other departments to ensure unified approach to customer satisfaction.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
- Trained support staff on booking systems, travel policies, and consistent service recovery practices.
Customer Care Representative
4 Months- Advised customers on JetBlue Vacations policies, fares, hotel options, and travel requirements.
- Resolved vacation package booking changes, cancellations, and itinerary updates using reservation systems.
- Coordinated with airlines, hotels, and vendors to resolve disruptions and booking discrepancies.
- Documented service interactions accurately in CRM systems to maintain clear customer histories.
- Reassured dissatisfied travelers with clear explanations and practical solutions during complex service situations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Support
4 Years 3 Months- Provided exceptional customer support during high-profile events such as weather-related cancellations and other reasons for customer satisfaction.
- Provided exceptional customer support by quickly diagnosing and addressing technical concerns, resulting in increased client satisfaction.
- Provided exceptional customer support, addressing concerns, answering questions, and offering expert advice customer inquiries.
Education
High School Diploma
Skills
Customer relationship management
Technical troubleshooting
Support operations
Escalation handling
Remote support
Issue resolution
Call management
Training and coaching
Customer service
Empathy and patience
Timeline
Support Specialst
JetBlue Vacations
10.2023 - CurrentRead More
Customer Care Representative
JetBlue Vacations
06.2022 - 10.2022Read More
Customer Support
Jet Airways
03.2018 - 06.2022Read More
Grace High School
High School Diploma
Read More