SEDON JOHNSEN

Trip.com/ Customer Experience Associate II

What we do:

- Receive and handle incoming calls from customers regarding their travel needs.

- Assist customer in rescheduling their travel dates in case of travel plan changed.

-Provide prompt and accurate information to customers regarding their travel dates, flight changes etc.

-Address and resolve customer inquiries, concerns and complaints in a professional and empathetic manner.

-Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.

• -Payment System for Credit Union

-Processed disputes and representments related to credit card and debit card fraud transactions.

-Communicate with merchants and customer to gather information and resolve disputes in a timely and efficient manner.

-Analyzed transactions to determine the appropriate course of action such as issuing credit, investigating, or processing a chargeback.

-Managed high volumes of cases, prioritizing tasks and meeting strict deadlines.

-Collaborated with cross-functional teams including fraud prevention and risk management , to identify trends and improve dispute resolution processes.

-Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.

• Delta Airlines

What we do:

-Assisting passenger with their travel needs such as, check in assistance, baggage issues, seats assignments and other special request.

-Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.

-Flight booking assist passenger with the reservation, date changes, cancellations and refunds.

-Complaint handling address customer concerns regarding services, lost items or in flight experience.

-Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.

Sales and Technical Specialist-

What we do:

-Troubleshooting and Problem solving- Diagnose and resolve technical issues such as internet, phone and TV's by answering inbound calls.

-Customer assistance- guide customer through solutions and provide product knowledge to ensure smooth experience with the services.

-Handling escalated calls to ensure issues are properly documented, helps identify recurring problem and to provide proper support.

-Upselling potential customer and identify their needs and offered tailored solutions

-Provide pre sales and post sales support, ensuring customer satisfaction,

-Maintain relationships with existing customer for repeat business and referrals