Lead Agent Resume Sample
Gregg Schinner
3563 Larson Forks,
San Francisco,
CA
+1 (555) 495 8069
Work Experience
Agent / Lead Agent
08/2016
-
PRESENT
New York, NY
- To provide leadership, guidance and direction to airport employees and/or contractors’ agents, ensuring AA delivers optimal customer service, operational reliability and a safe and secure operation
- To consistently support General Manager towards maintaining applicable operational standards and achieving all key performance targets and operational objectives
- To be cross-functional in every flight handling related role, including but not limited to lead security agent, international Security Coordinator, baggage handling, customer service and premium customer services
- Ensures all security requirements that relate to the security of each flight are monitored and met, which includes the screening for the flight, controlling access to the airplane and the security of passenger, baggage and cargo acceptance
- Outbound cold calling to KONE service prospects while multi-tasking, collecting contact and equipment information while on the phone with prospects. It is the agent’s responsibility to maintain several campaigns at one time and to effectively communicate the status of the campaigns
- Responsible for the supervision of client cases within the assigned management team
- Outbound cold calling to KONE service prospects while multi-tasking, collecting contact and equipment information while on the phone with prospects
- Maintain several campaigns at one time and effectively communicate the status of the campaigns
Lead Agent
03/2011
-
04/2016
Phoenix, AZ
- Manage excel form effectively to track data collected
- Ensure data is accurately being recorded in the form and there are no errors
- Use template and coordinate with Salesforce.com Support Team to upload leads into the Customer Relationship Management system - check the data quality of these leads
- Assist with data entry in and reporting from salesforce.com for lead generation activities
- To have an understanding of all other Marriott’s GRSCC Centres operations
- Respond to associate issues/concerns via rap sessions and promotes Marriott’s open door policy and Guarantee of Fair Treatment
- Function calmly in a fast paced environment, handling multiple priorities simultaneously
Lead Personal Agent
07/2005
-
10/2010
San Francisco, CA
- Accurately, efficiently, and independently process lift access products
- Make suitable recommendations on products to meet the guests’ needs and the business objectives
- Be knowledgeable of all facility opening and closing procedures
- Lead client conversations to ensure needs are identified, desired outcomes are understood, and consultants’ role is clear. Coach leaders and associates on implementation of CI concepts to support skill building
- Strong command of the English language with the ability to edit, re-write and adapt material for alternative channels
- Demonstrated experience in directing, coaching and developing others
- Strong statistical analytical and problem solving abilities and experience
- Proficient with all applications within the MS Office Suite (Word, Excel, and advanced Powerpoint)
- Excellent presentation skills and ability to address large group audiences
Education
Naropa University
2000 - 2005
Bachelor's Degree in Performance
Professional Skills
- Good interpersonal and problem-solving skills Good communications skills with good command in written and spoken English
- Proficiency in basic math skills, and the ability to apply them to budgetary and other planning functions
- Good typing speed and skills
- Strong customer focus and a proactive approach to continuous improvement of the customer experience
- Experience with writing internal communication releases
- Sabre experience required
- Understanding of web programming language applications
How to write Lead Agent Resume
Lead Agent role is responsible for travel, transportation, training, security, shipping, planning, events, software, basic, customer.
To write great resume for lead agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Lead Agent Resume
The section contact information is important in your lead agent resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Lead Agent Resume
The section work experience is an essential part of your lead agent resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous lead agent responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular lead agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Lead Agent resume experience can include:
- Good communications skills with good command in written and spoken English
- Good understanding of customers’ profiles and handling requirements to ensure 100% compliance, 100% customer satisfaction all the time
- Call Center, Hospitality, or sales experience – required
- Two to four years of experience in human services
- Screening of customer’s creditability before shipment
- Directs and supervises assigned staff including performance evaluations, scheduling, orientation, and training
Education on a Lead Agent Resume
Make sure to make education a priority on your lead agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your lead agent experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Lead Agent Resume
When listing skills on your lead agent resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical lead agent skills:
- Strong interpersonal skills and experience in mediation or conflict resolution
- Excellent communication and customer service skill required
- Apply good judgement based on customer’s needs
- Travel industry experience
- Demonstrate positive work ethic to help maintain/promote positive team morale
- Experience in the business travel industry in a similar position
List of Typical Experience For a Lead Agent Resume
1
Experience For Agent / Lead Agent Resume
- Able to work on weekends and public holidays on rotating basis
- Committed to the job and work assignments given
- Team Player and able to work with a variety of personalities across all levels of the organization
- Take up additional tasks as required to meet the Department’s needs
List of Typical Skills For a Lead Agent Resume
1
Skills For Agent / Lead Agent Resume
- Achieve 100 % customer satisfaction at all times through understanding customers’ needs and handling requirements as well as ensuring 100% compliance
- Ensure all documentations (billing invoices, reports, AWBs, etc.) are complete, scan in e.doc, properly indicated and accompany with shipments
- Ensure that freight and handling charges are billed to customers timely and accurately
- Proficient in the following systems: GMS/Gate View, GET, QIK, SABRE, DECS, MSExcel and Word
- Extensive understanding of Navy processes and requirements
2
Skills For Lead Sampler Agent Resume
- Learn new systems/programs very quickly with minimal training
- Concentrix provides our associates with
- Co-ordinate and arrange customers’ shipment bookings and pick up requirements
- Process export documentation accurately and timely for customers and meet Customers/OPS requirements and Airlines flight departure cut off
- Ensure all shipments checklists are completed, scanned, filed and attached with the shipments as per IATA rules and regulations
- Ensure all data are entered into system timely and accurately
- Take up additional tasks as required to meet department’s needs
- Currently hold or able to obtain DOJ Security Clearance
3
Skills For Lead Personal Agent Resume
- Familiar with ATC Ground Control Language
- To respond to any Internet Customer Care (ICC) inquiries within the defined time frame
- Proficiency with Microsoft Office computer programs
- Computer literate and able to handle email, excel and word applications
- Ensure that discrepancy related to shipment is reported to customers and origin offices promptly
- Complete customs competency test and able to file for customs entry whenever necessary/required
- Ensure all paperwork are in proper order that meet customer profile and comply to local rules and regulations
- Ensure Key Performance Indicators on customs entries are met within customers’ requirements. Comply with Singapore Customs / Competent Authorities rules and regulations imposed as well as adhering compliance to Expeditors policy and expectations
4
Skills For Tower Lead Agent Resume
- Ensure timely creation & updates for specific customers’ DLSOPs
- Availability to work 40 hours per week on rotational or set shifts
- Monitor performance of external vendor
- Serve as the Internal and external escalation point
- Supervises flight/passenger handling activities at ICN Airport to ensure that all functions are completed in accordance with American Airlines standards and procedures. Lead and supervise the various contractors’ teams and agents
5
Skills For American Express Lead Generation Agent Resume
- Implements TSA Security Directives and Int’l Security Program procedures
- Monitors the performance of airport/contractors’ agents. Escalates agent performance issues to the General Manager in a timely fashion if assistance is required for addressing the issue
- Use template and coordinate with Salesforce.com Support Team to upload leads into the CRM system. It is also the agent’s responsibility to check the data quality of these leads
- Needs to be comfortable spending most of your time making phone calls to prospects with little or no background information
- Communicate with CS of any issues pertaining to rates, destination and shipping instruction errors
- Reviews Adult Needs Assessments completed by PA supervisees for accurate scoring, appropriate comments, etc.
- Take up additional tasks as required meeting department’s needs
6
Skills For Ocean Lead Agent Resume
- Reviews and provides feedback on a sample of supervisees’ billable progress notes each month
- Makes recommendation on decisions for employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions
- Resolves employee problems within position responsibilities
- Certificates, Licenses, and Registrations
- Assists Travel Counselors on a real time basis with questions related to client specific policies, standards in building Passenger Name Records, and questions related to the use of various technical tools
7
Skills For Lead Generation Agent Resume
- Assists Supervisor with monitoring customer service and technical skills and provides immediate feedback and coaching to develop travel counselors’ skills. Provides documented feedback to supervisor
- Assists team with problems that arise and communicates new information to ensure consistent procedures are followed; provides consistent feedback via one-on-one and mini-coaching sessions to assure established agent standards are meeting or exceeding business needs
- Proficiency with fare calculations, pricing, processing tickets, refunds, and exchanges
- Support agents through coaching and training in both an in-person and remote environment to increase knowledge and performance
- Follows company procedures, guidelines, and standards in building Passenger Name Records, utilization of tools, productivity, accuracy of work, and attendance
8
Skills For Ticket Scanning Agent Lead Resume
- Maintains appropriate level of confidentiality for information shared/observed by position
- Use available online resources to ensure compliance with clients’ travel policy
- Monthly performance incentives
- Knowledge of GDS (Galileo)
- Familiar with customer’s ERP system such as Oracle / SAP (if applicable)
9
Skills For Cognitive Agent Lead Resume
- Ensure DAYEND are run at end of the day
- Ensure all ETMS events data and AMSINF are update timely and accurately to meet OPA objective
- Ensure all shipments pre-alert documentations are send to customers and destination offices promptly
- Co-ordinate with Airlines terminal and warehouse vendor staff for any shipment dispute, discrepancy and etc
- Provide 24hrs service to include after office hours, holidays and weekends for Urgent/AOG shipments arrangements
- 10pm - 7.30am (Mon-Thu)
- 10pm -7.30am (Thu-Sun)
- Define future strategy
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