Sherry Tedesco
Anthony,FL
Summary
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Qualified CSR with many years in fast-paced customer service and call center environments. Personable and professional under pressure. Motivated Associate Trainer adept at building rapport with employees and quickly bringing each up to speed on proper procedures and successful strategies. Friendly and personable professional with top communication and conflict resolution skills.
Overview
43
43
years of professional experience
Work History
Corporate Travel Consultant/Flex Trainer
Sykes Enterprises Inc
04.2017 - Current
- Organized details for corporate and business trips including transportation, schedules for conferences and other meetings.
- Utilized understanding of exchange or reissue ticketing entries to avoid debit memos arising from incorrect ticketing or incorrect application of carrier rules and procedures.
- Applied fare rules in a fair, equitable and compliant manner.
- Booked travel tickets, including air, rail, hotel, car and alternate ground transportation.
- Resolved service-related problems in a timely manner.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Answered customer telephone calls promptly and appropriately.
- Updated team members about changes in hotel products, services, pricing and policies.
- Verified that personal and payment information on guest accounts was accurate and complete.
- Demonstrated correct procedures and compliance with standards at all times.
- Conducted assessments of employee understanding and performance.
- Coached new employees on administrative procedures, company policies and performance standards.
- Coordinated domestic and international travel arrangements, including booking airfare, hotel and transportation.
- Maintained human resources records by recording new hires, transfers, terminations.
- Created and edited documents such as correspondence, forms, reports and calendars.
Leisure Travel Concultant
Intelenet Global
09.2014 - 01.2017
- Maintained operational proficieny in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Responded to clients’ questions, issues, and complaints in a timely manner and found appropriate solutions when needed.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Asked open-ended questions to better ascertain client needs and determine the best travel offerings.
- Responded to clients’ questions, issues and complaints in a timely manner and implemented appropriate solutions.
CSR
Centurylink
06.2013 - 03.2014
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Mastery of customer service management systems and databases.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Acted professionally and patiently when addressing negative customer feedback.
- Set up new accounts, established customer credit, and set up payment methods.
- Answered customers' questions regarding products, prices and availability.
- Emphasized product features based on analysis of customers' needs.
- Wrote sales contracts for orders obtained and submitted orders for processing.
CSR
Convergy's
06.2012 - 04.2013
- Effectively managed a high-volume of inbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Mastery of customer service management systems and databases.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Managed high call volume with tact and professionalism.
- Managed call flow and responded to technical support needs of customers.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Resolved customer issues in a clear, courteous and straightforward manner.
- Demonstrated professionalism and courtesy with customers at all times.
- Identified and solved technical issues with a variety of diagnostic tools.
- Resolved problems with malfunctioning products.
- Upsold products and services to increase company revenue.
- Activated accounts for clients interested in new services.
CSR
West At Home, LLC
09.2005 - 06.2012
- Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Described product to customers and accurately explained details and care of merchandise.
- Politely assisted customers in person and via telephone.
- Provided an elevated customer experience to generate a loyal clientèle.
- Mastery of customer service management systems and databases.
- Accurately documented, researched and resolved customer service issues.
- Entered data promptly and efficiently with a 100% accuracy rate.
- Processed credit payments rapidly and accurately.
- Worked night and weekend shifts during holiday season.
- Greeted customers in a timely fashion, while quickly determining their needs.
CSR
Cingular Wireless
Ocala, Florida
05.1999 - 06.2005
- Installed software, modified and repaired hardware and resolved technical issues.
- Managed call flow and responded to technical support needs of customers.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Resolved customer issues in a clear, courteous and straightforward manner.
- Demonstrated professionalism and courtesy with customers at all times.
- Identified and solved technical issues with a variety of diagnostic tools.
- Created cases and claims for damaged, lost or displaced packages.
- Resolved problems with malfunctioning products.
- Activated accounts for clients interested in new services.
Office Manager
Samuel Tedesco, Inc
Anthony, Florida
11.1982 - 09.1999
- Politely assisted customers in person and via telephone.
- Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Processed 10 to 15 daily invoices and billed renewed invoices to clients.
- Executed in-season pricing strategies, including promotions and markdowns to reach financial targets of number.
- Built long-term customer relationships and advised customers on purchases and promotions.
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
- Helped drive sales goals and achieve monthly quotas.
- Routinely answered customer questions regarding merchandise and pricing.
- Maintained integrity of general ledger, including the chart of accounts.
- Filed tax returns and prepared governmental reports in compliance with strict standards.
- Compiled general ledger entries on a short schedule with nearly 100% accuracy.
- Computed taxes owed by applying prescribed rates, laws and regulations.
- Entered financial data into the company accounting database to be verified and reconciled.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Tracked financial progress by creating quarterly and yearly balance sheets.
- Introduced new and efficient accounting, financial and operational systems.
Education
High School Diploma - undefined
Vanguard High School
1982
Skills
- Exceptional communication skills
- Strong client relations
- Credit card processing
- Avaya Software knowledge
- Familiarity with Key Performance Indicators (KPIs)
- Strong problem solving aptitude
- Adheres to customer service procedures
- Skilled in call center operations
- Word processing
- Database management
- Accurate and detailed
- Professional and mature
- Articulate and well-spoken
- Flexible
- Independent worker
- Works well under pressure
- Strong interpersonal skills
- Strong interpersonal skills
- Strong conflict resolution skills
- Excellent work ethic
- Detail-oriented
- People-oriented
- Positive and friendly
- Fast learner
- Skilled multi-tasker
- Superior attention to detail
- Ethical approach
- Expertise in invoice and payment transactions
- Microsoft Office proficiency
- Training management
- Payroll
- Documentation and reporting
- Lesson planning
Timeline
Corporate Travel Consultant/Flex Trainer
Sykes Enterprises Inc
04.2017 - Current
Leisure Travel Concultant
Intelenet Global
09.2014 - 01.2017
CSR
Centurylink
06.2013 - 03.2014
CSR
Convergy's
06.2012 - 04.2013
CSR
West At Home, LLC
09.2005 - 06.2012
CSR
Cingular Wireless
05.1999 - 06.2005
Office Manager
Samuel Tedesco, Inc
11.1982 - 09.1999
High School Diploma - undefined
Vanguard High School
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