Soroya Patton
Atlanta,GA
Summary
Dedicated customer service professional with proven skills in conflict resolution, CRM management, and travel coordination. Committed to delivering exceptional service and efficiently resolving customer issues.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Bakkt- Bridge2solutions
Alpharetta, Georgia
12.2024 - Current
- Resolved customer complaints quickly and efficiently.
- Assisted customers with inquiries regarding products and services via phone, email, and chat to enhance customer experience.
- Assisted customers with ticket purchases, trip planning, pricing and scheduling.
- Coordinated travel arrangements for flights, accommodations, and transportation to fulfill customer needs.
- Utilized booking systems to process reservations and confirm travel details.
- Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
- Researched availability of airfare and hotel rooms using reservation systems.
- Documented customer interactions in CRM system to ensure accurate and timely records.
Customer Support Specialist
Park N Fly
Atlanta, Georgia
11.2017 - 02.2024
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Resolved escalated issues by coordinating with departments, ensuring timely and effective solutions.
- Utilized CRM software to track support tickets and resolutions.
- Recorded all customer interactions into the database system accurately and completely.
- Managed customer accounts and updated information in the system.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Trained new staff on customer support protocols and tools.
- Analyzed customer complaints and service trends to identify and resolve systematic issues, enhancing overall service quality.
- Collaborated with departments such as sales or marketing to address complex customer issues, improving resolution speed.
- Prepared daily activity reports summarizing activities related to customer support requests.
Front Desk Agent
Hampton Inn By Hilton
Norcross, GA
07.2015 - 12.2019
- Welcomed guests and delivered exceptional customer service, ensuring positive first impressions.
- Assisted with check-in and check-out procedures for guests.
- Addressed and resolved customer complaints swiftly, enhancing guest satisfaction.
- Processed reservations using hotel management software for accurate bookings.
- Scheduled reservations for groups and special events.
- Documented guest feedback and escalated issues to management for timely resolution.
Education
Associate of Arts - Hospitality
Georgia Gwinnett College
Lawrenceville, GA10-2024
High School Diploma -
Warren Harding High School
Bridgeport, CT06-1997
Skills
- Customer service
- Conflict resolution
- Travel coordination
- Front desk operations
- CRM management
- Communication skills
- Live chat support
- Zendesk experience
- Amadeus Software Proficiency
- Remote office availability
- Issue troubleshooting
- Complaint resolution
- Call center experience
- Typing 30 wpm
- NATO phonetic alphabet
Certification
Certified Nursing Assistant
Timeline
Customer Service Agent
Bakkt- Bridge2solutions
12.2024 - Current
Customer Support Specialist
Park N Fly
11.2017 - 02.2024
Front Desk Agent
Hampton Inn By Hilton
07.2015 - 12.2019
Associate of Arts - Hospitality
Georgia Gwinnett College
High School Diploma -
Warren Harding High School