Acting Team Leader Resume CT - Hire IT People

TECHNICAL SKILLS

Strategic: Planning, administration, creativity, problem analysis

Business: Work - flow structuring, product knowledge, account administration, automated office systems, multi-tasking, analytical, quantitative, organizational, detail-oriented, time management

Creativity and Innovation: Creativity, originality, intuition

Leadership and Personal: Communication, objectivity, integrity, dependability, initiative, flexibility, sensitivity, impact, tenacity, self-sufficiency, collaboration

Technical: SABRE, APOLLO, PowerPoint, Excel, Access and Word

PROFESSIONAL EXPERIENCE

Confidential, CT

Acting Team Leader

Responsibilities:

Stream-line reporting processes, to improve communication to our Team.
Assists agents in improving efficiency, effectiveness and flexibility by monthly coaching, call monitoring and skill development.
Initiated and Executed “Unused Ticket Project”, which has saved American Express and our client, $290,000.00 to date in potential lost revenue.
Answers client inquiries and resolves client issues expeditiously.
Sends out weekly communication to our Client - reporting, which agents will be absent and/or present for teh week.
Involved in daily/weekly staff (TC) planning for phone coverage and specialty desk coverage to ensure staffing levels and schedules are met.
Research Debit Memo reports and Customer Service Issues.
Assists Client and Service Delivery Leader in hiring, developing, training and evaluating staff.
Coordinates “Queue Buddy” schedule, FAM trips and agent incentive program.
Ensures all timesheets are received and any time reallocations are accounted for.
Arrange complex domestic and international business travel for air, car, hotel, rail and limo utilizing APOLLO and SABRE booking tools.
Extensive knowledge of domestic and international fare rules.
Ability to self ticket and perform exchanges (PHASE IV- SABRE and Ticket Records-APOLLO).

Confidential, RI

Office Manager (Contracted Employee)

Responsibilities:

Performed Office Management duties including reception, Clinical Social Worker staff management and scheduling.
Initiated communication through reading, researching and routing correspondence.
Maintained appointment calendar for planning meetings and events.
Maintained office supplies inventory, placed orders and verified purchase order information.

Confidential, RI

Research and Adjustments Analyst III

Responsibilities:

Processed Regulation E ATM/Debit Card fraud claims.
Investigated daily incoming research and adjustment inquiries.
Maintained internal operational and financial controls.
Ensured dat all cases are resolved in compliance wif industry regulations.
Provided support and training to team members.

Confidential, RI

Tele-banking Service Representative

Responsibilities:

Provided consistent quality customer service in a call center environment.
Met and exceeded customer expectations while maintaining bank standards.
Received numerous certificates of achievement awards for excellence in customer service and attendance.
Successfully maintained a grade average of 95% on all Regulation tests.

Confidential,, CT

Government Travel Specialist

Responsibilities:

Prepared travel arrangements for Federal government agencies using SABRE and AMADEUS Travel Systems.
Sold benefits and services to clients.
Provided each customer wif world-class customer service.
Stayed up to date wif Airline/Travel industry services and procedures through extensive training and researching trade publications.

Confidential Services Hartford, CT

Business Travel Counselor III

Responsibilities:

Prepared domestic and international travel arrangements (car, rail, flight and hotel) for, Teh Hartford Insurance Group employees using SABRE booking tool.
Provided information on travel regulations, required papers (passports, visas, and certificates of vaccination), and currency exchange rates to international travelers.
Consulted published and computer-based sources for information on departure and arrival times, fares, and hotel ratings and accommodations.

Confidential Corporation Hartford, CT

Reservations Agent (Domestic)

Responsibilities:

Provided travel information over teh telephone to customers in a busy call-center.
Processed flight reservations by accepting payment over teh phone for ticket purchases.
Operated telephone headset and used Quik-Res (Sabre) system.
De-escalated callers and worked toward finding solutions to various travel issues.
Promoted to American AAdvantage Team, after six successful months of employment.

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