Heavyn Lyons
Dart
Buford
9
years of professional experience
Experienced with managing reservations and providing top-tier customer service. Utilizes effective communication and problem-solving skills to address booking inquiries and resolve issues. Track record of ensuring customer satisfaction through attentive and efficient service.
Work History
Reservation Agent
1 Year 9 Months- Processed reservations through booking systems, ensuring data accuracy and timely updates.
- Managed inbound reservation requests, booking confirmations, and itinerary changes with accurate customer records.
- Coordinated with operations teams to secure room, seat, or travel availability for guests.
- Resolved schedule conflicts, cancellations, and special requests while maintaining service standards.
- Advised customers on rates, policies, and service options to support informed booking decisions.
- Investigated booking discrepancies and corrected errors to protect customer satisfaction.
- Improved workflow consistency by streamlining reservation follow-up and communication practices.
- 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 the entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Virtual Call Center Assistant
1 Year 5 Months- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions and transactions to enhance service continuity and support future resolutions.
- Collaborated with sales team members to facilitate growth and enhance customer engagement.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Identified opportunities to upsell additional products or services.
- Escalated complex concerns to appropriate departments while maintaining clear customer communication.
- Monitored call workflows and prioritized urgent requests to support service continuity.
Sales Representative
10 Months- Collaborated with marketing team to develop promotional materials that enhanced product visibility and customer engagement.
- Analyzed market trends to identify potential sales opportunities.
- Managed inventory by ordering optimal stock levels for each account, ensuring product availability and customer satisfaction.
- Created detailed reports on daily, weekly, and monthly sales activity.
- Compiled comprehensive reports on daily, weekly, and monthly sales activities to identify trends and inform strategic decisions.
- Collaborated with marketing team to create promotional materials for products and services.
- Coordinated with other departments to ensure timely delivery of orders.
- Researched competitors' products, prices, and sales techniques.
- Updated store displays for seasonal merchandise changes for special events and seasonal merchandise changes.
Appointment Scheduler/ Front Desk
2 Years 8 Months- Maintained accurate patient appointment records in computer system to ensure efficient scheduling.
- Answered incoming calls from potential new patients and existing patient inquiries.
- Maintained records of patient appointments in computer system.
- Reviewed patient medical history documents prior to appointment scheduling.
- Inputted patient data into the electronic health record system.
- Greeted patients upon arrival and ensured completion of necessary paperwork for streamlined check-in process.
- Collaborated with team members to achieve departmental goals and enhance overall patient experience.
- Assisted with additional tasks requested by management.
Customer Service Representative
2 Years 11 Months- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified improvement areas in customer service processes and recommended actionable changes.
- Resolved issues and concerns by working with other departments to provide solutions that meet customer needs.
- Collected customer feedback through surveys and leveraged insights to enhance service quality.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Collaborated with other departments to resolve issues, ensuring solutions aligned with customer needs.
Education
High School Diploma
Skills
Verbal and written communication
Active listening
Call control
Customer engagement
Booking systems
Typing speed
Customer interaction
Data entry accuracy
Call control
Phone etiquette
Timeline
Reservation Agent
Dart
01.2025 - CurrentRead More
Virtual Call Center Assistant
HD Supply
05.2024 - 10.2025Read More
Sales Representative
Cricket Wireless
06.2023 - 04.2024Read More
Appointment Scheduler/ Front Desk
Einstein Medical Center
09.2020 - 05.2023Read More
Customer Service Representative
Walmart
09.2017 - 08.2020Read More
Olney Charter High School
High School Diploma
Read More