Vivian Graham-Denson
Peachtree Corners,GA
Summary
Dedicated Travel Agent with exceptional customer service, time management and problem-solving abilities. Performance-focused professional with an articulate and collaborative nature. Seeking a new role in a dynamic agency environment with room for growth and career advancement.
Overview
8
8
years of professional experience
Work History
Senior Travel Agent
Bakkt Inc/Wells Fargo Travel Services
Alpharetta, GA
06.2022 - Current
- Negotiated with airlines, hotels, and other vendors to secure the best rates possible for customers.
- Processed refunds or credits when applicable due to flight delays or cancellations.
- Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
- Researched hotels and airfare options to best meet client needs and expectations.
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
- Helped clients purchase flight tickets, arrange car rentals and locate other forms of transportation.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discretion.
- Maintained relationships with travel partners and vendors.
- Booked transportation and hotel reservations using computer or telephone.
Healthcare Customer Service Advisor-WFH
Concentrix Inc.
Fremont, CA
07.2019 - 06.2022
- Utilized active listening and communication skills to address customer inquiries and escalate issues to the supervisor.
- Managed customer inquiries through telephone, email, and social media interfaces.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Documented and managed patient information in the computer system.
- Utilized technology and specialized software to maximize productivity.
- Obtained insurance verification and authorization to submit financial clearance of patient accounts..
- Obtained proper authorization and identification to release confidential medical records.
Customer Service Cashier
Whole Foods Market Inc
Duluth, GA
08.2016 - 07.2019
- Handled customer complaints and concerns promptly, escalating complex issues to the direct supervisor for a quick resolution.
- Managing and organizing financial discrepancies, refunds, and account deferrals.
- Exchanged and returned items noted details in the company database, and placed returned merchandise.
- Recommended, selected, located, and obtained products to meet customer needs.
- Collected credit card and cash payments to complete transactions for customer orders.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Informed customers of in-store promotions or pricing specials.
- Welcomed customers, offering assistance to help find store items.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Answered phone calls to assist customers with questions and orders.
- Assisted customers by providing information and resolving complaints.
Education
Associate of Arts - Business Administration/Computers
Mercer County Community College
Trenton, NJSkills
- Active listening
- High-energy attitude
- Conflict resolution
- Computer skills
- Communication
- Inbound and Outbound Calling
- Planning & organizing
- Clerical support
- Decision-making
- Customer service excellence
- Travel Arrangements
- Itinerary Planning
- Reservations Management
- Client Relationship Building
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Perfect Attendance Award
- Customer Service Excellence Award
- Acknowledged by upper management for empathy and patience.
Timeline
Senior Travel Agent
Bakkt Inc/Wells Fargo Travel Services
06.2022 - Current
Healthcare Customer Service Advisor-WFH
Concentrix Inc.
07.2019 - 06.2022
Customer Service Cashier
Whole Foods Market Inc
08.2016 - 07.2019
Associate of Arts - Business Administration/Computers
Mercer County Community College
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