Susan S. Whiteside

• Assist guests with relocations due to unforeseen circumstances, ensuring seamless rebooking and minimal disruption to travel plans
• Cancel and and rebook reservations, apply discounted rates, transfer funds, and adjust accounts accurately
• Provide high-volume customer support via phone, email chat and text while maintaining high satisfaction standards
• Process payments, refunds, and account updates in compliance with company policies
• Support Customer Service and Operations teams by handling escalated cases and time-sensitive requests
• Coordinate with local operations offices to resolve maintenance issues and guest concerns
• Modify reservations by adding or removing nights and processing related financial adjustments
• Contact current and past guests regarding maintenance issues, refunds, and reservation changes

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recommended products to customers, thoroughly explaining details.
• Responded to customer requests for products, services and company information.
• Assisted with the sales and the policies departments in offering memberships and/or upgrades.
• Communicated with vendors regarding backorder availability, future inventory and special orders.
• Answered constant flow of customer calls with minimal wait times.
• Collected credit card payments and updated accounts

Obtained scanned records and uploaded them into the database in a timely and accurate manner.

• Managed smaller side office, greeted occasional walk in customers and staff.
• Provided customer support via heavy incoming call/emails.
• Scheduled assignments for field staff and assisted when necessary.
• Occasionally interviewed and trained new employees.
• Organized office events.