Summary
Overview
Work History
Education
Skills
Timeline
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TERRA NYHOF

Gilbert,AZ

Summary

Proven in enhancing customer loyalty through empathetic service and expert complaint resolution at Agent24, Inc., excelling in customer relations and call control. Demonstrates an exemplary work ethic and a genuine focus on customer satisfaction. Polite and professional lead agent successful in applying strong communication and problem resolution skills to each customer issue. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.

Overview

26
26
years of professional experience

Work History

Lead/Ticketing/Customer Service Agent

Agent24, Inc.
01.2007 - Current
  • Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
  • 15+ years proficient in Sabre, Travelport+, Apollo, Worldspan, and Amadeus.
  • Educated customers on travel regulations and restrictions, preventing potential complications during their journey.
  • Ensured timely resolution of any discrepancies found within booking systems, maintaining accurate records for future reference and analysis.
  • Sold Air tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes.
  • Provided support during irregular operations, such as flight delays or cancellations, ensuring passenger needs were met swiftly and effectively.
  • Promoted positive workplace culture among colleagues through open communication channels and collaborative problem-solving efforts.
  • Utilized reservation software to quickly access traveler information and make necessary adjustments to bookings.
  • Collaborated with colleagues to maintain a consistently high level of service across all departments.
  • Crosstrained in phones, lead and ticketing operations to provide versatile support during peak periods or employee absences.
  • Over 10+ years in ticketing operations including all systems.
  • Resolved customer complaints by offering solutions and escalating issues when necessary.
  • Kept current on airline policies and procedures to provide accurate information to passengers at all times.
  • Streamlined wait times for customers by managing queues and handling inquiries promptly.
  • Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
  • Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Travel Consultant

Rosenbluth International
09.1998 - 09.2006
  • Increased repeat business by providing outstanding customer service and addressing client concerns promptly.
  • Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
  • Collaborated with team members to optimize travel recommendations and share industry knowledge.
  • Informed clients of travel policies and utilized preferred vendors to maximize company profits
  • Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.
  • Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.

Education

High School Diploma -

West Fargo High School
West Fargo, ND
06.1997

Skills

  • Customer Service
  • Exemplary work ethic
  • Empathetic and genuine
  • Active Listening
  • Computer Proficiency
  • Problem-solving abilities
  • Quality Control
  • Extremely quick learner
  • Outstanding communication skills

Timeline

Lead/Ticketing/Customer Service Agent

Agent24, Inc.
01.2007 - Current

Travel Consultant

Rosenbluth International
09.1998 - 09.2006

High School Diploma -

West Fargo High School

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