Tracey Mattiello
Sarasota,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Travel Industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
26
26
years of professional experience
Work History
Member Service Representative
AAA Auto Club Group
02.2007 - 09.2023
- Provide sales and support services to members including greeting,servicing,and selling membership,travel products (car, hotel, basic tour packages, attraction tickets, etc.) some banking products
- Generate leads, update members on travel and insurance specials, and provide travel information.
- Respond to members inquires and refer to appropriate department such as Life and Health Agent or Auto/Home Insurance Agent
- Provide cashiering services to members which includes taking and processing payments for travel and sale of tickets, travel money products, processing remittance/depository transfers and balancing cash drawer
- Receive and resolve member complaints
- Provide administrative support to travel and/or insurance sales staff during peak periods
- Conduct outbound promotional calls for membership and/or insurance products
- Promote products and services, promote customer satisfaction, help generate revenue by improving member awareness of products
- Greet members and provide peace of mind by servicing their needs
Hotel Front Desk Agent
AmericInn Hotel & Suites
02.1998 - 06.2006
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform customers about payment methods and verify their credit card data
- Register guest collecting necessary information (like contact details and exact dates of their stay)
- Welcome guest upon arrival and assign rooms
- Provide information about hotel, available rooms, rates and amenities
- Respond to guest complaints in timely and professional manner
- Check with housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guest needs
- Confirm group reservations and arrange personalized services for event attendees, like wedding guest
- Upsell additional facilities and services, when appropriate
- Maintain updated records of bookings and payments
Education
High School Diploma -
Douglas Byrd Senior High School
Fayetteville, NC06.1987
Skills
- Information Updates
- Membership Registrations
- Credit Card Applications
- Sales Quota Achievement
- Issue and Complaint Resolution
- Membership Inquiries and Renewals
- Understanding Customer Needs
- Revenue Generation
- Sales and Upselling
- Policy and Procedure Adherence
- Customer Support
- Customer Standards Compliance
Timeline
Member Service Representative
AAA Auto Club Group
02.2007 - 09.2023
Hotel Front Desk Agent
AmericInn Hotel & Suites
02.1998 - 06.2006
High School Diploma -
Douglas Byrd Senior High School
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