Michelle Anne Ramirez

About the Candidate

Luxury Sales and Service

● Made reservations for guests based on their various requirements and budget
● Assisted customers in checking accommodations and transportation from a variety of travel
options
● Helped plan travel itineraries by suggesting local tourist attractions and places of interest
● Processed payments and sending confirmation details to customers
● Upsold, when appropriate, by informing customers of additional services or special packages,
such as tour tickets, travel insurance, or upgraded seats/accommodations
● Provided support to customers who may need to amend or cancel a reservation
● Assisted customers through chat and email
● Answered escalated calls from customers
● Handled loyalty account issues
● Processed payments and solved payment issues
● Assisted customers with concerns regarding unpleasant customer service experience

Peer Coach
● Provided real time assistance to agents on the production floor
● Provided real time feedback on agent development
● Send weekly and monthly report of agent progress
● Assisted new hire agents taking phone calls
● Oversaw meetings and huddles for new hires and up training for tenured agents
● Evaluated calls for quality assurance purposes