Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Tammy Hope

Hamilton,ON

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

15
15
years of professional experience

Work History

Reservationist

DARTS Transit
04.2013 - Current
  • Enhanced customer satisfaction by efficiently managing reservations and promptly addressing inquiries.
  • Streamlined reservation processes for increased accuracy and reduced errors.
  • Collaborated with team members to ensure seamless guest experiences from booking through checkout.
  • Maintained up-to-date knowledge of policies, rates, and promotions to provide accurate information to clients
  • Reduced no-shows by implementing a proactive confirmation system for upcoming reservations.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Consistently met or exceeded performance metrics for call handling, reservation accuracy and upselling.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Resolved various issues and discrepancies for customers.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
  • Generated and reported performance metrics to management to inform decision-making.
  • Booked an average of 170 passengers per day.


Dispatcher

DARTS Transit
04.2013 - Current
  • Improved response times by efficiently prioritizing and dispatching emergency calls.
  • Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
  • Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
  • Communicated with drivers and personnel to coordinate timely drop off times.
  • Directed dispatching, routing, and tracking 50 fleet vehicles.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Assisted in resolving customer complaints.

Receptionist

Gryphin Advantage
02.2009 - 01.2013
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Facilitated clear communication between staff members by distributing memos and announcements in a timely manner.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Resolved customer problems and complaints.
  • Corresponded with clients through email, telephone, or postal mail.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Managed multiple tasks and met time-sensitive deadlines.

Education

High School Diploma -

Sir John A. Macdonald Secondary School
Hamilton, ON
06.1999

Skills

  • Accuracy and Precision
  • Upselling strategies
  • Professionalism and Courtesy
  • Patience and Tolerance
  • Reservation software knowledge
  • Upselling proficiency
  • Telephone reception
  • Telephone reservations
  • Call Control
  • Schedule Maintenance
  • Customer Engagement
  • Detail Oriented
  • Reservation Confirmation
  • Problem-Solving
  • Teamwork and Collaboration
  • Organizational Skills
  • Customer Service

Languages

English
Native or Bilingual

Timeline

Reservationist

DARTS Transit
04.2013 - Current

Dispatcher

DARTS Transit
04.2013 - Current

Receptionist

Gryphin Advantage
02.2009 - 01.2013

High School Diploma -

Sir John A. Macdonald Secondary School

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Tammy Hope