TAWANNA ARNOLD
BIRMINGHAM,AL
Summary
Innate ability to develop and maintain healthy relationships with clients and team members. Superb time management, organizational, professional, interpersonal, and problem solving skills. Outstanding oral and written communication, excellent customer relations skills. Precise attention to detail and the ability to work with minimal supervision. Proficient in MS: Word, Excel, Office, PowerPoint. Committed to ongoing development. Passion for serving others. Comprehensive knowledge of sales and service for inbound and outbound interactions.
Overview
11
11
years of professional experience
Work History
Corporate Escalation Specialists
World Travel Holdings
01.2018 - Current
- Resolving high-level issues with advice and suppot
- Provided technical support to customers with escalated issues.
- Researched, analyzed, and resolved complex customer inquiries.
- Developed solutions to improve customer service experience.
- Tracking and reporting data for management action
- Detecting potential trends that impact customer experience
- Maintaining relationships between departments and servicing the needs of clients
- Stay up to date on all supplier websites to help support agents
- Help educate agents about available resources and how to effectively handle booking issues
- Handle every customer situation with an 'Own it all' approach.
- Calling customers to inform them of their overdue accounts and the amount they owe
- Investigating discrepancies to resolve outstanding customer accounts
- Assisted in training new escalation specialists on procedures and processes.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Managed multiple customer accounts simultaneously while providing superior service.
- Monitoring and analyzing trends and competitor performance
- Reviewed customer feedback surveys and provided recommendations for improvement.
- Building and moderating social media communities by responding to comments and keeping members engaged
Customer Support Specialist
World Travel Holdings
01.2016 - 01.2018
- Utilize problem solving skills and company tools to effectively assist FSA+ agents, CCR, Team leaders, and upper management
- Review customer and agent communication to determine the best way to assist our guest while making the best decision for both guest and company
- Provide communication and assistance to guests via Social Media for multiple Brands
- Work proficiently independently and with other team members to assure that major issues, urgent issues, and moderate issues are resolved in a timely manner
- Provide support for agents needing assistance with new, current, and previous reservations.
- Investigated customer complaints regarding product quality or service rendered.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Created detailed reports on customer feedback for management review.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
Customer Care Representative
World Travel Holdings
01.2014 - 01.2016
- Effectively responding to sales/service inbound calls, booking dream vacations, processing payments, completing upgrades, completing cancellations, etc. Enhancing industry knowledge through online courses with the cruise lines, as well as utilizing World Travel Holdings University on a weekly basis.
- Adhere to our Customer Connection Sales and Service methodology to ensure customers receive a remarkable experience.
- Amazing phone presence and ability to communicate through all mediums (verbal, listening, written).
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Identified opportunities to upsell additional services when appropriate.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Education
Masters of Business Administration in Marketing -
Grand Canyon University
Phoenix, Arizona01.2009
Bachelor of Science in Computer Information Science -
Miles College
Fairfield, Alabama01.2003
Skills
- Develop and maintain healthy relationships with clients and team members
- Time management
- Organizational
- Professional
- Interpersonal
- Problem Solving
- Oral and written communication
- Customer relations
- Attention to detail
- Work with minimal supervision
- MS: Word
- Excel
- Office
- PowerPoint
- Sales and service
Timeline
Corporate Escalation Specialists
World Travel Holdings
01.2018 - Current
Customer Support Specialist
World Travel Holdings
01.2016 - 01.2018
Customer Care Representative
World Travel Holdings
01.2014 - 01.2016
Masters of Business Administration in Marketing -
Grand Canyon University
Bachelor of Science in Computer Information Science -
Miles College
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