Customer Service Agent
Resume:
Jessica Henriquez
Kissimmee, FL 34741 ih3kzc@r.postjobfree.com
Mobile: 407-***-****
Summary
I am a team player who works efficiently and accurately. As a leader, I ensure that everyone works towards a common goal by focusing on enthusiastic commitment to customer service as a key driver of company goal attainment. My philosophy is to lead by example and realize that it is not possible to succeed without the team.
Objectives
Results oriented professional with twelve years of office experience, 18 months running my own business and, excellent credentials in Customer Service Management.
Areas of Expertise
Customer Service
Experienced computer operations Attentive and listening skills
Customer satisfaction enhancement
Time and resource management skills Team-building
Organized and hard-worker
Critical thinking skills
Education and Training
B.A. University of Central Florida, Major: Humanities Minor: Religious Studies
Graduation August 2012
A.A. University of Phoenix Major: Communications, 2009
Professional Experience
Seminole State College
Admissions Assistant I, 07/11 – Present
As an Admissions Assistant I wear many hats. I have experience in answering general and specific questions regarding the college admissions, financial aid and registration procedures, course offerings and fees. I contact students on a regular basis to advise them of course registration times, to pay their fees as well as to ensure that they are satisfied with the college experience.
Selected Contributions:
Respond to student and faculty inquiries.
Provide students with assistance and access to the Seminole State College student portal and registration system.
Access, input, and retrieve data from a computer.
Provide limited financial assistance with information including FAFSA application procedures, financial aid award status and scholarship information.
Assist students in reviewing advisement report and steps to follow to meet with advisor to confirm graduation requirements.
MAK Services International, LLC
Owner – Virtual Service Administrative Assistant, 02/10 – Present
As a business owner, I am responsible for all office documentation, keeping track of records and ensuring that all contractors are working to the best of their ability. I also handle all of the travel arrangements, paperwork and calendars for my current employer.
Selected Contributions:
Organize all details pertaining to hiring and contracting new employees.
Make appointments and keep calendars for several agents at one time.
Answer and route calls appropriately.
Create documents and spreadsheets for agents and properly distribute to other departments.
Ensure that all work is to quality and that each agent has files readily available and up to date.
Walt Disney Travel Operations
Specialty Reservation Sales Agent, 11/06 – 02/10
Reservations Disney Cruise Vacations, 10/05 to 05/06
I was given the task of communicating changes in policies, necessary training schedules, as well as offering sales training to other agents. I was also responsible for assisting the team leader with administrative duties during peak periods throughout the year.
As an agent I consulted the guests by matching their desires with appropriate Walt Disney World products and services while creating not only high revenue but also a memorable experience.
Selected Contributions:
Consistently earned an excellent guest rating during my time with the company.
I proved my ability to work well under pressure to ensure that each sale was customized for the guest while upholding business objectives.
By creating contests and performance excellence surveys, I motivated my team to exceed expectations in guest service.
I was chosen to create a monthly sales newsletter that would assist in achieving the goal of higher sales and proper work performance while still offering excellent guest service. Trained other agents who needed one-on-one time to better their overall performance scores.
Exemplified the second-to-none customer service delivery to both my guests as well as other agents, for which Walt Disney World is nationally renowned in all interactions with customers.
Discount Hotels and Resorts
Group Sales Manager, 01/05 to 09/05
Reservations Sales Agent 03/03 to 01/05
Created and supervised the Groups Department for the company by assisting various social groups to plan and organize their itineraries while on vacation or business. I collaborated with multiple departments to ensure high quality service.
Selected Contributions:
Promoted to Group Sales Manager two years after joining the team by consistently achieving top sales.
Trained other agents on all company policies and procedures.
LANGUAGE SKILLS Fluent in Spanish
REFERENCES Will be pleased
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