Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tammy Cumby

Lancaster,KY

Summary

Experienced customer service professional seeking part-time Passenger Service Agent position. Strong organizational skills and problem-solving abilities. Eager to learn, improve communication skills, and contribute to organizational growth and success.

Overview

11
11
years of professional experience

Work History

Travel Support Center Specialist

Corpay Lodging
01.2025 - Current
  • Making outbound and taking inbound calls within department to complete reservations by entering detailed requests into Talon reservation system.
  • Researches reservation options within or outside of clients work location and provides solutions for sold out location areas.
  • Provides exceptional customer service by addressing inquiries promptly and professionally, resulting in improved relations with clients.
  • Responds to customer requests, offering excellent support and tailored recommendations to address needs.
  • Meets customer call guidelines for service levels, handMaking outbound and taking inbound calls within department to complete reservations by entering detailed requests into Talon reservation system.
  • Research reservation options within or outside of clients work location and provides solutions for sold out location areas.
  • Provides exceptional customer service by addressing inquiries promptly and professionally, resulting in improved relations with clients.
  • Responds to customer requests, offering excellent support and tailored recommendations to address needs.
  • Meets customer call guidelines for service levels, handle time and productivity.
  • Maintains a high standard of customer service.
  • Educates clients about reservation details, billing inquires, payment processing and support policies and procedures.
  • Utilizes proper grammar, punctuation and speech to discuss clients’ needs and issues verbally by telephone and written communication by email.
  • Ability to navigate multiple systems while showing a high degree of knowledge when using the internet, Microsoft Word, Excel, Outlook, and Derby Soft software programs.
  • Utilities problem-solving skills over the phone or email to assist hotels and clients with reservation requests or to assist with resolving any extensions, cancellations, or changes to reservation issues.
  • Identifies and resolves discrepancies and errors in customer reservations.le time and productivity.
  • Follows up with clients about resolved issues to maintain high standards of customer service.
  • Educates clients about reservation details, billing inquires, payment processing and support policies and procedures.
  • Utilizes proper grammar, punctuation and appropriate speech to discuss clients needs and issues verbally by telephone and written communication by email.
  • Ability to navigate multiple systems while demonstrating a high degree of knowledge when using the internet, Microsoft Word, Excel, Outlook, and Derby Soft software programs.
  • Utilities problem-solving skills over the phone or email to assist hotels and clients with reservation requests or to assist with resolving any extensions, cancellations, or changes to reservation issues.
  • Identified and resolved discrepancies and errors in customer reservations.

Private Aviation Security Screener

Elite Team Logistics
04.2024 - Current
  • Conducts thorough security screenings of individuals and their belongings to ensure compliance with safety protocols
  • Participates in ongoing training programs to stay updated on the latest security procedures, techniques, and technologies
  • Provides exceptional customer service by addressing inquiries from visitors while ensuring their safety within the premises
  • Maintains strict confidentiality when handling sensitive information or investigations
  • Implements effective ID verification processes to ensure only authorized individuals entered the premises
  • Conducts regular inspections of the premises to identify any security vulnerabilities or safety hazards
  • Performs bag checks and pat-downs on guests as part of the entry screening process

Guest Service Associate

Blue Grass Airport
03.2024 - Current
  • Responds promptly to guest inquiries and requests, resolving issues in a timely manner
  • Handles cash transactions including processing payments, issuing receipts, and providing accurate change
  • Addresses guest complaints or concerns professionally and effectively, taking appropriate action to resolve issues
  • Maintains a friendly and welcoming demeanor at all times while interacting with guests face-to-face or over the phone
  • Contributes to team efforts by assisting colleagues during busy periods or when additional support was needed
  • Efficiently handled guest check-ins maintaining accuracy and attention to detail

Event Server

LaborMAX Staffing-The Kentucky Castle
07.2022 - 12.2024
  • Efficiently sets up and organizes event spaces, including tables, chairs, linens, and decorations
  • Collaborates with event coordinators to execute seamless events according to client specifications
  • Provides exceptional service to guests during events, ensuring a positive and memorable experience
  • Assists in the preparation and serving of food and beverages during events
  • Manages multiple tasks simultaneously while maintaining attention to detail and quality standards
  • Responds promptly to guest requests or concerns, resolving issues in a professional manner
  • Maintains cleanliness and organization of event areas throughout the duration of each event
  • Follows all safety protocols and guidelines when handling food, beverages, and equipment
  • Adheres to company policies regarding dress code, punctuality, attendance, and professionalism
  • Works effectively as part of a team to ensure smooth operations before, during, and after events
  • Serves an average of 30 to 200 guests per event with high levels of customer satisfaction

Customer Solutions Representative II

LG&E-KU
03.2014 - 05.2024
  • Maintained a working knowledge of contact center software applications and related systems to effectively serve natural gas and electric customers.
  • Answered calls from multiple queues to assist customers. Including electronic communication.
  • Worked to resolve customer requests and inquiries on the first contact.
  • Negotiated payment plans with customers and low-income agency representatives to avoid disconnection of electric/gas service, and works with customers to reconnect service that has been disconnected while ensuring adherence to Company policies.
  • Effectively communicated information with customers that may include: reports of power/natural gas outages service restoration status, monthly energy consumption, regulated rates, meter reading schedules, estimated bills, disconnection notices, reconnection procedures, etc. via phone and electronically.
  • Accurately analyzed account history including debits/credits and balances, researches applicable records for customers, and if necessary, communicates this information to supervisors and peers to effectively resolve customer inquiries.
  • Maintained working knowledge of all Company processes and procedures, policies, operations, billing rates and functions, energy efficiency programs, and marketing programs.
  • Ensured regular attendance and adheres to a specific daily schedule including start and end times, scheduled breaks, and lunches.
  • Participated in on-call scheduling for outage and other emergency events, and cover alternate shifts, as appropriate.
  • Demonstrates compliance and adherence to Company safety initiatives.
  • Obtained and maintained Gas Operation Qualification standards as required during training. All other duties and projects as assigned.
  • Actively assisted with turning a negative situation into a positive outcome by investigating and researching customers account history for high bill complaints and estimated bills by comparing previous usage for the previous years, the number of billing days along with the average outside temperatures with the customers current billing history or the historical usage at the same premise to resolve a customers issue.
  • Provided tools and resources to provide the customer a better understanding of their billing concerns and to help lower their usage by offering energy efficiency tips to the customers.
  • Maintained a quality score of 98% to 100% each month that consists of email or phone transactions with customers that have been recorded and reviewed by our Quality Assurance Department.
  • Processed 55 to 90 emails a day to assist with meeting or exceeding the teams service level each month.

Education

Associate in Arts (AA) -

Bluegrass Community And Technical College
Danville, KY
05.2012

Skills

  • Customer support
  • Clear communication
  • Advanced typing ability
  • Efficient data entry
  • Fluent in English
  • Experienced with various computer programs
  • Competent in using Microsoft Office software
  • Effective phone communication
  • Strong negotiation abilities
  • Experienced with Microsoft Word
  • Experienced with Microsoft Outlook
  • Restoration industry experience
  • Call center support ability
  • Problem-solving ability
  • Effective verbal communication
  • Customer engagement
  • Cash management
  • Accurate data entry
  • Client relationship management
  • Customer-focused complaint resolution
  • Transaction management
  • Proficient in managing incoming calls
  • Client support services
  • Professional telephone etiquette
  • Proficient in handling multiple tasks
  • Conflict resolution

Timeline

Travel Support Center Specialist

Corpay Lodging
01.2025 - Current

Private Aviation Security Screener

Elite Team Logistics
04.2024 - Current

Guest Service Associate

Blue Grass Airport
03.2024 - Current

Event Server

LaborMAX Staffing-The Kentucky Castle
07.2022 - 12.2024

Customer Solutions Representative II

LG&E-KU
03.2014 - 05.2024

Associate in Arts (AA) -

Bluegrass Community And Technical College

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