• Lead and supervise a team of 6 sales executives and train new agents when required.
• Act as an Ambassador for AT&T (one of the largest telecommunication company in the USA)
• Interact directly with customers via telephone to assist with a variety of customer inquiries and issues.
• Building rapport with the customer, supporting, reassuring, and educating the customer throughout the call.
• Ask for full social security number to perform a hard credit check.
• Promote and recommend AT&T products and services based on a logical relationship to the customer's needs and interests.
• Elicit and record customer information and inquiries using a computerized system.
• Enter and confirm sales when appropriate.
• Take credit card information to charge any upfront payments.

• Book international reservations for air travel, hotel and car rentals. Following up when necessary to complete the reservation.
• Maintain and promote professional and courteous client relations by managing a prompt and accurate response to telephone and email communications.
• Remain informed of all airline rules and regulations and current affairs. Communicate information to clients accurately and appropriately.
• Achieve individual and contractual service level goals related to telephone, quality, and productivity.
• Monitor, sort and work global distribution systems (GDS).
• Ensure optimum customer service through effective use of phone systems and positive telephone service techniques.
• Properly use airline terminology, codes, fare basis, airline rules and tariffs, resource guides, books, and industry contacts.

Contact inactive customers of a particular British TV shopping channel to conduct short surveys about their past shopping experience and examine the actual reason(s) accountable for customer's recent inactivity all while staying within a predefined quality benchmark. Other responsibilities were to maintain a proper record on a spreadsheet of all the customer's information i.e. full name, contact number, address, feedback, call disposition etc.

My first accomplishment there was conducting the most amount of surveys in one day ever done by any agent in the company which, consequently, gave me enough confidence to maintain the lead as the top agent and consistently outperform my seniors.