Suwanee Howell

• Evaluate telephone calls and written communication between customers and client contact centres across multiple lines of business and various channels. Conduct this analysis promptly and in accordance with project requirements, while maintaining the highest standards of client and information confidentiality.
• Provide feedback on adherence to policies and appropriate procedures, enabling the client to deliver outstanding customer service by ensuring compliance.
• Research appropriate resolutions using custom software applications, and then input evaluation results and comments into the custom software systems.
• Ensure compliance with up-to-date health and safety regulations and procedures while maintaining safe working practices and conditions.
• Carry out any additional activities or duties as necessary for the role.

During my tenure at Saga Holidays, I developed my career by taking on the following responsibilities:

• Develop and deploy a new database for group bookings that seamlessly integrates with the company's existing database. Maintain this log to ensure accuracy, timely updates, and efficient access.
• Collaborate with the Group Sales advisor to manage administrative tasks related to Group bookings, ensuring adherence to department service standards. This effort has contributed to a significant 25% increase in sales volume.
• Maintained supplies of office equipment and ordered new stationary on a monthly basis.
• Set up detailed products on the Oscar reservation system for various travel categories (Long haul, Europe, UK, World Cruise, Ocean Cruise, River Cruise, and Special Interest.
• Provide daily assistance to the business by addressing setup inquiries and system errors via the Sales Support Oscar helpline. Handle amendments to Oscar setup in accordance with department service level agreements.
• Maintain and update the customer database. Accurately process Saga Magazine subscriptions, Helpdesk support, and handle banking duties.

• Greeted customers and offered assistance with selecting merchandise, finding accessories, and completing purchases.
• Provided service with a smile, offering courteous, helpful advice to best meet customer needs.
• Maintained knowledge of products and features to provide recommendations to customers.
• Shelved and merchandised new products in visually appealing, organised displays to engage customers.
• Accepted and processed cash, card payments, and daily banking.

• Administrative duties include answered phones, took and delivered messages, wrote memos and announcements for the business, produced contracts, assisting with translation, made copies, scanned, and faxed documents.
• Greeted visitors. Managed Joint Venture partner, customer and supplier correspondence and entertainment.
• Coordinated travel and meeting logistics as required.
• Oversaw the department budget, including purchasing, inventory control, and traffic sections.
• Interpreted and fostered staff relationships. Facilitated teamwork and provided training to new staff in various clerical tasks.

• Duties in addition to the above (Alphatec) included the organization of the annual production and quality seminar.
• The coordination of all contact with Government bodies, Chamber of Commerce and Trade Associations with regard to trade and product documentation.
• Sales and marketing responsibility of commodity products for the domestic market.
• Over the past 6 years, trained and supervised an average of 3 students per semester in secretary work experience.