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Martin
Reservations Agent with 3+ years in customer service and sales
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Competencies
Provided high-quality customer support via phone, email, and CRM tools, resolving inquiries and ensuring customer satisfaction.
Engaged prospects through outbound calls and emails, improving lead pipelines and supporting booking conversions.
Developed training programs, monitored calls for performance, and supported team collaboration to maintain service standards.
Utilized CRM systems like Five9, Zendesk, and other tools to log interactions, track KPIs, and maintain accurate records.
Facilitated effective communication between customers, internal teams, and external partners in fast-paced environments.
Education
Languages
Summary
Dedicated customer support specialist skilled in high-volume, remote environments. Proven ability to coordinate operations, resolve issues efficiently, and maintain accurate records across CRM platforms. Experienced in training, quality assurance, and sales support, committed to enhancing customer...
Key Achievements
- Managed bookings and customer communication in high-volume remote environment, ensuring accurate routing and confirmations.
- Implemented new hire training programs and monitored live calls to uphold quality assurance standards.
- Supported high-volume inbound operations for Grubhub, resolving time-sensitive issues and maintaining service quality.
Experience
Reservation Agent
Take calls from travelers looking for hotel accommodations., Follow up with potential clients who started but didn’t complete a booking., Assist customers in finding and reserving hotels that meet their needs (budget, location, amenities, etc.)., Use HotelPlanner's system to search and...
Quality Assurance Specialist & Lead Manager
Implemented comprehensive new hire training programs to ensure adherence to Quality Assurance protocols and exceptional customer service standards, Trained and mentored junior members of the lead generation team, Monitored live calls for quality assurance and to enhance performance, Verified lead...
Sales & Marketing Specialist
Conducted market research to identify potential clients and expand target audience reach, Prospected and built relationships with clients through strategic outreach (calls, emails, in-person meetings), Negotiated pricing and service packages to meet client needs and company goals, Drafted and...
Collections Specialist
Contacted newspaper subscribers to collect overdue payments and manage subscription renewals while maintaining positive customer relationships, Negotiated subscription adjustments offering renewal or downgrade options, Processed payments efficiently and updated subscriber database with payment...
Sales Agent
Developed and delivered targeted presentations showcasing tailored marketing solutions to decision-makers, Created estimates and presented add-on services to enhance client value, Engaged insurance agents through cold calls and emails with concise sales presentations, Met goals for calls, emails,...
Ecommerce Specialist
Conducted market research and product analysis to identify merchandising opportunities, Engaged online customers via email, phone, and messaging platforms resolving inquiries and complaints, Managed customer payments through secure electronic transaction systems, Participated in online forums,...
Lead Generator
Engaged business owners via outbound calls to generate interest in SpectrumVoIP’s communication solutions, Built rapport addressing questions and qualifying leads for sales presentations, Scheduled appointments for sales team and prepared detailed information for follow-ups, Consistently met or...
Customer Service / Retention / Sales
Provided third-party floral services ensuring high-quality customer satisfaction, Addressed customer inquiries and resolved order-related issues via phone and email, Processed and managed orders, account adjustments, and cancellations seamlessly, Maintained detailed records of interactions to...
Customer Service Lead & Quality Assurance
Provided exceptional customer care in a high-volume inbound call environment, Executed business phone etiquette and responded promptly to customer inquiries, Maintained detailed records of interactions using Zendesk, Atlassian, Slack, Five9, Promoted to Quality Assurance role ensuring resolution of...