Customer Support Specialist, Travel Agent- GDS trained, Call Reviewer, Communica

With 12 years of dedicated experience in customer service, I have developed a strong ability to effectively handle diverse client needs across multiple industries. I excel at building rapport, resolving complex issues, and ensuring customer satisfaction through clear communication and empathy. My extensive background includes managing high-volume inquiries via phone, email, and chat, adapting to fast-paced environments, and consistently meeting or exceeding service goals. I am skilled at de-escalating conflicts, providing tailored solutions, and fostering positive customer relationships that drive loyalty and repeat business. Throughout my career, I have also contributed to process improvements and trained team members to uphold service excellence.

Experienced travel agent proficient in using leading Global Distribution Systems (GDS) including Sabre, Apollo, and Amadeus to assist customers with travel bookings, itinerary management, and rebooking requests. Skilled at searching and comparing flight options, securing reservations, and making complex itinerary changes to accommodate customer needs. Adept at navigating airline schedules, fare rules, and travel policies to provide accurate, timely solutions and ensure smooth travel experiences. Committed to delivering personalized service and resolving travel disruptions efficiently while maintaining a high level of customer satisfaction.

Over 3 years of experience in training and development, specializing in enhancing communication skills for customer service agents. Skilled in designing and delivering interactive training sessions focused on effective verbal and written communication, active listening, and call handling techniques. Experienced in conducting one-on-one coaching sessions to provide personalized feedback, address individual challenges, and support continuous professional growth. Proven ability to boost agent confidence and performance, contributing to improved customer interactions and overall team success.