Service Representative Customer

Kimberly Hensey

** ***** *****

Lynn MA *****

Home: 321-***-****

Email: admen8@r.postjobfree.com

QUALIFICATIONS:

•Work well without supervision

•Team player and multi tasks well

•Ability to prioritize and remain focused on the goal at hand

•Excellent with customer service

•Concepts quickly while working well under pressure

EXPERIENCE:

10/20-present Mass General Brigham

Somerville MA

●Inbound calls from clients, nurse or doctors to schedule covid testing

●Working 5 different work queues to schedule covid testing

●Outbound calls to screen clients for covid testing

●Assisting clients with canceling or rescheduling covid testing

●Using the system EPIC to schedule, cancel or reschedule appointments

●Assisting clients with finding local sites for testing if the MGB sites were too far of a drive

9/20-9/20 Maximus

Boston MA

●Inbound calls from clients about stimulus eligibility

●Assisting clients with navigating to the IRS.GOV website to answer questions they had about stimulus information

●Connecting clients to the appropriate department to assist with tax related questions

6/17-3/20 All Star Travel Group Columbus OH

•Assisting business clients with booking hotel, air, car and rail reservations for their business travel

•Answered incoming calls from business clients and their admins regarding travel

•Booked hotel, air, car and rail reservations through sabre gds, booking builder or vendor site.

•Worked 7 different applications to do my daily duties

•Reached out to airlines, hotels, vendors and customers when needed to resolve issues

08/15- 6/17Agent 24 Denver CO

Customer Service Representative from home

•Assisting travel agents with booking vacation packages (hotel, air and transfers)

•Answered incoming calls from travel agents and customers

•Booked airline reservations, cancelled, rebooked and processed seat assignment requests

•Worked 8 different email inboxes with questions and concerns about vacation packages booked

•Reached out to airlines, hotels, travel agents and customers when needed to resolve issues

12/14 06/15 Grand Circle Travel: Boston, MA

Customer Service/Air Service Representative

•Assisted 60 80-year old’s book their dream tour

•Answered incoming calls about customer’s tours and resolved any concerns they had

•Cancelled reservations and applied travel protection

•Booked airline reservations, answered questions about their flights and made changes if needed

•Mailed itineraries and documents out

•Booked vacation’s all around the world to places such as Australia, China, India and South America

02/10 04/12 Vipdesk Alexandria, VA

Master card Rewards and Benefits Specialist from home

•Answered Inbound calls from card holders or bank representatives about benefits and rewards

•Processed rewards using points cardholders earned on their cards

• Booked airline reservations using world span gds and booking builder

• Helped customers trouble shoot their statements and rewards websites

• Directed customers to the appropriate department for claims

• Communicated via instant message with management and co workers

11/09 03/10 Sutherland Global Services Rochester, NY

FTD Customer Service Representative from home

•Answered inbound calls from clients and florists about orders

•Sent requests to florists about changes to orders

•Follow up work on queue’s when needed

•Helped customers trouble shoot the website

•Communicated with management and coworker’s via instant messaging

02/04 03/09 Student Universe Waltham, MA

Customer Service Agent/Operations Agent/Home Agent

•Answered inbound calls from students about their reservations, hotels or credit card charges

•Worked daily queues with message from the airlines

•Ticketed, refunded and exchanged tickets

•Processed emails from clients about issues such as booking reservations, charges or website questions

•Processed lost ticket applications and follow up work when needed

•Assisted supervisor with special projects

05/02 02/04 Grand Circle Travel Boston, MA Customer Service/Air Service Representative

•Assisted 60 80-year old’s book their dream tour

•Answered incoming calls about customer’s tours and resolved any concerns they had

•Entered client’s passport information into the system

•Booked airline reservations, answered questions about their flights and made changes if needed

•Mailed itineraries and documents out

•Backed up the sales department when needed.

EDUCATION:

June 1997 Northeast Metropolitan Regional Vocational Technical High School High School Diploma Wakefield, MA

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