Aliya Franklin
Avondale
Summary
Customer-focused Reservation Agent, highly productive and efficient in task completion. Possess specialized skills in reservation software proficiency, communication, and problem-solving. Excel in customer service, adaptability, and conflict resolution to ensure guest satisfaction and loyalty.
Overview
5
5
years of professional experience
Work History
Reservation Agent
Hinton garden inn
Phoenix
08.2023 - 01.2025
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Assisted customers with special needs or requests such as room upgrades or late check-outs.
- Generated reports on occupancy rates, cancellations, and no-shows.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Scheduled reservation requests and maintained accurate records of bookings.
Customer Service Representative
Wells Fargo
Phoenix
05.2022 - 06.2023
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Updated system with order specifics and customer details, preferences, and billing information.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Reservation Agent
Best Western Hotel
Phoenix
04.2020 - 02.2022
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Assisted customers with special needs or requests such as room upgrades or late check-outs.
- Generated reports on occupancy rates, cancellations, and no-shows.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Kept accurate knowledge of types of rooms available at various resort locations.
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Scheduled reservation requests and maintained accurate records of bookings.
Education
Associate of Arts - Interior Design
Maricopa Community Colleges, Phoenix College
Phoenix, AZ05-2027
Skills
- Detail orientation
- Creative problem solving
- Telephone reception
- Travel reservations
- Customer service
Timeline
Reservation Agent
Hinton garden inn
08.2023 - 01.2025
Customer Service Representative
Wells Fargo
05.2022 - 06.2023
Reservation Agent
Best Western Hotel
04.2020 - 02.2022
Associate of Arts - Interior Design
Maricopa Community Colleges, Phoenix College