Reshaud Robinson
Garner,NC
Summary
Dynamic customer service professional with extensive experience at American Airlines, excelling in reservation software and active listening. Proven track record in enhancing customer satisfaction through effective issue resolution and upselling. Recognized for training new hires and managing high-stress situations, fostering loyalty and repeat business.
Overview
16
16
years of professional experience
Work History
Reservation Agent
American Airlines
05.2015 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Work several roles; Trained Observer, RSD, Training Instructor for new hires and NTF.
Customer Service Representative
ACS Xerox
06.2009 - 05.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Became a Instructor/Trainer
Education
Durham Technical Community College
Durham, NC06-2011
Southeast Raleigh High School
Raleigh05-2008
Skills
- Reservation software
- International travel
- Upselling proficiency
- Customer reservations
- Problem-solving
- Active listening
- Issue resolution
- Phone etiquette
- Typing speed
Timeline
Reservation Agent
American Airlines
05.2015 - Current
Customer Service Representative
ACS Xerox
06.2009 - 05.2015
Durham Technical Community College
Southeast Raleigh High School
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