TEHISHI BLAND
Mesquite,TEXAS
Summary
Adept at enhancing customer experiences and streamlining processes, I excelled at OLIVER INC by. Customer-oriented Reservation Agent with over [Number] years of experience in [Industry]. Hardworking with excellent telephone sales skills. Works to answer all guests questions via phone or email to reach positive outcomes. Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering [Number] years of experience in [Industry].
Overview
10
10
years of professional experience
Work History
Reservation Agent
OLIVER INC
03.2023 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Coordinated group bookings for corporate clients or special events by liaising with sales representatives or event planners effectively throughout the process.
- Assisted in updating promotional materials and packages to attract new clientele while retaining loyal customers.
- Monitored guest feedback closely to identify areas of improvement in reservation processes and services, leading to enhanced overall guest experience.
- Maximized occupancy rates by closely monitoring availability trends and adjusting pricing strategies accordingly.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
MORTAGE ESCALATIONS
SOURCE POINT MORTAGE
09.2021 - 03.2022
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Implemented new training programs to equip team members with skills necessary for handling challenging situations effectively.
- Created detailed reports on escalated cases to identify trends and areas for improvement.
- Managed a high-performing escalations team that consistently exceeded targets in terms of case closure rates and customer satisfaction scores.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
Loan Analyst
AMERI HOME MORTAGE
08.2014 - 03.2017
- Streamlined loan application procedures for enhanced client satisfaction and faster processing times.
- Supported underwriting team in evaluating collateral values, enabling accurate risk assessment and loan pricing.
- Reduced instances of fraudulent activity by implementing robust verification procedures during the application process.
- Actively participated in networking events, fostering new business opportunities and strengthening existing relationships with clients and industry professionals.
- Collaborated with loan officers to effectively communicate complex financial concepts to clients.
- Participated in ongoing training programs to stay current on industry best practices, regulations, and emerging trends in loan analysis.
- Assisted in refining the company''s credit scoring system, leading to more consistent and accurate lending decisions.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA09.2023
Skills
- Customer Engagement
- Reservation software
- Phone Etiquette
- Typing Speed
- Call Control
- Telephone reservations
- Transportation information
- Reservation Confirmation
Timeline
Reservation Agent
OLIVER INC
03.2023 - Current
MORTAGE ESCALATIONS
SOURCE POINT MORTAGE
09.2021 - 03.2022
Loan Analyst
AMERI HOME MORTAGE
08.2014 - 03.2017
High School Diploma -
Penn Foster Career School
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