Gwendolyn Sams-Mack

Resolved high call volumes for roadside assistance and highway vehicle breakdowns.

Led team of 25 call center representatives and dispatchers.

Resolved customer complaints by identifying issues and implementing effective solutions.

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

• 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.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
• Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
• Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
• Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.