Tyesha Tarrant
Houston,TX
Summary
Composed hospitality professional with experience in event planning, hospitality management, marketing, sales and communication. Strong knowledge of organizational and business practices. Goal-driven with outstanding interpersonal communication skills to develop rapport with cross-functional teams. Multifaceted in delivering innovative business solutions through social and economic aspects of tourism.
Overview
6
6
years of professional experience
Work History
Reservations Agent
Hotels.com
Austin, TX
09.2019 - 06.2022
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Handled reservations and answered questions from interested patrons for busy Number-room hotel.
- Provided customers with information about availability and pricing.
- Maintained awareness of types of rooms available in different resort locations.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Worked closely with front desk to achieve full occupancy of property.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Generated and reported performance metrics to management to inform decision-making.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Produced and shared customer service reports to support management decision-making.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Accounts Receivable Specialist
Sunrise Credit Services Inc.
Melville, NY
12.2017 - 09.2019
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
- Generated monthly accounts receivable reports to submit developments for management review.
- Monitored accounts to verify compliance with payment terms and schedules.
- Safeguarded documents of accounts receivable and payments to enable tracking history and maintain accurate records.
- Developed and maintained positive relationships with clients to maximize collections.
- Prepared financial statements to provide results of operations, financial position and cash flow.
- Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Negotiated payment arrangements with customers to establish timely receipt of payments.
- Developed and implemented strategies to improve collection processes and reduce overdue payments.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Matched purchase orders with invoices and recorded necessary information.
- Generated invoices upon receipt of billing information and tracked collection progress.
Customer Service Representative
24/7 Intouch
Aurora, CO
02.2016 - 01.2017
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Cross-trained and backed up other customer service managers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Created and maintained detailed database to develop promotional sales.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Diploma -
Hinkley High School
Aurora, CO05.2016
Skills
- Customer Accounts Management
- Till Counting
- Service Quality
- Social Perceptiveness
- Phone Etiquette
- Personalized Customer Service
- Time Management
- Customer Reservations
- Microsoft Word
- Pricing Data
- Upselling Proficiency
- Reading Comprehension
- Customer Engagement
- Issue Resolution
- Efficient Service
- Service Promotions
- Telephone Reception
- Phone Inquiries
- Agent Coordination
- Effective Listening
- Email Etiquette
- Travel Knowledge
- Critical Thinking
- Guest Inquiries
- Hotel Booking
- Agent Assistance
- Complex Problem-Solving
- Reservation Software
- Clerical Support
- Operation and Control
- Superior Customer Service
- Reservations Assistance
- Business Growth
- Marketing Strategies
- Revenue Quotas
- Industry Trends
- Invoice Preparation
- Microsoft Excel
- Learning Strategies
- Accounts Payable and Accounts Receivable
- Creative Solutions
- Special Needs Clients
- Cost Planning
- Cancellation Processing
- Product Launching
- Networking and Promotion
- Call Center Customer Service
- Amenities Knowledge
- Special Requests
- Travel Trends
- Microsoft Access
Timeline
Reservations Agent
Hotels.com
09.2019 - 06.2022
Accounts Receivable Specialist
Sunrise Credit Services Inc.
12.2017 - 09.2019
Customer Service Representative
24/7 Intouch
02.2016 - 01.2017
Diploma -
Hinkley High School
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