Summary
Overview
Work History
Education
Skills
Timeline
Generic

VELIA MURPHY

Fayetteville

Summary

A well-structured individual who can use leadership skills to process documentation, multitask, provide instruction, and use creative techniques in a customer service-oriented environment. The objective is to utilize the advanced knowledge acquired through various educational settings, business operations, and extensive work systems. My immediate goal is to continue in a leadership role: to apply management attributes to advance your business goals, and to work with your external and internal customers.

Overview

25
25
years of professional experience

Work History

Fun Expert Agent

Carnival Cruise line
01.2023 - Current
  • Provided online technical support to guests for inquiries. Completed bookings and travel arrangements per guest request. Built relationships with internal teams for client-based relationship growth. Monitored quality assurance parameters were met or exceeded. Navigated through various programs to complete service requests based on caller and needs.

Senior Customer Experience Specialist

Delta Airlines
01.2021 - Current
  • Answer telephone inquiries to book reservations. Correct errors in ticket purchase and account information. Resolve issues in a timely manner and escalate customers in need of further help. Train and mentor new agents on procedures and customer service protocols. Maintain a calm and collected attitude in all situations. Manual reissue tickets when needed. Assisted with The Fare Calculations as needed. Assisted Loyalty members with concerns regarding their accounts and travel. Made changes to itineraries and seat locations on request. Processed reservations, coordinated stand-by, and monitored cabin availability. Ensured all passengers affected by Irops were rebooked on the next available flight. Ensure all DOT rules and regulations are followed when carrying out all reservation bookings.

Quality Assurance Manager

Hilton Hotel
01.2016 - 01.2021
  • Accomplished Quality Assurance and Human Resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicated job expectations; planning, monitoring, appraising, and reviewing job contributions; planned and reviewed compensation actions; enforced policies and procedures. Acted as a focal point and leader to all quality-related programs – Directed QA activities to ensure maximum quality and effectiveness. Supervised and guided quality managers and departments to establish quality standards as per industry and market requirements.
  • Achieved quality assurance organizational objectives by contributing information and analysis to strategic plans and reviews; prepared and completed action plans; implemented production, productivity, quality, and customer-service standards; identified and resolved problems; completed audits; determined system improvements; implemented change. Met quality assurance financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions.
  • Developed quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; and monitoring inventories. Validated quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualifications; and writing and updating quality assurance procedures. Maintained and improved product quality by completing product, company, system, compliance, and surveillance audits; investigated customer complaints; collaborated with other members of management to develop new product and engineering designs, and manufacturing and training methods. Prepared quality documentation and reports by collecting, analyzing, and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations. Participated in educational opportunities; read professional publications; maintained personal networks; participated in professional organizations.
  • Enhanced department and organization reputation by accepting ownership for accomplishing new and different requests; and exploring opportunities to add value to job accomplishments.

Reservations Sales Agent

Hilton Hotel
01.2016 - 01.2016
  • Regularly monitored and reviewed the property rates and availability, close-out dates, and overbooking situations. Opened and closed reservation channels, and adjusted rates and length of stay requirements as directed by the Reservations Manager and Sales & Marketing Manager to maximize sales, occupancy, and revenue. Maintained complete knowledge of all rental properties within the inventory, property availability, rates, packages and promotions, restricted dates, rates and types, and specific arrangements between the management company travel agencies, and tour operators.
  • Maintained complete knowledge and comply with all company standards, policies, and procedures. Processed all reservation requests, changes, and cancellations according to company policies promptly. Maintained a high level of effective communication with guests and with colleagues within reservations and other related departments. Maintained complete, accurate, and timely information essential to each reservation. Handled guest requests and complaints related to reservations politely and efficiently. Exercise proper up selling and closing techniques to maximize sales.
  • Maintained complete understanding of company policies such as check-in and check-out time, guarantee, no-show, and cancellation, and communicate these policies to guests. Communicated pertinent guest information to designated departments and personnel. Maintained confidentiality of all guests and company information. Employed attention to detail to ensure the security of property access. Documented all guest requests, complaints, or problems immediately and notified designated department/personnel to resolve the situation. Generated printed and distributed daily and weekly reports as required.

Insurance Customer Service Agent

Granada Corporation
01.2016 - 01.2016
  • Completed customer’s transactional requests as provided by the caller. Demonstrated accuracy in processing changes to customer policies based on the information provided and identified opportunities requiring a transfer to a licensed representative. Actively listened to customer issues or questions showing interest, compassion, and empathy for the caller’s situation.
  • Verified coverage for customers or verified that policy changes were made and provided proof of insurance documents to customers. Remained current on new marketing campaigns to respond appropriately to marketing-related inquiries using all available resource tools. Acknowledged and directed customers’ requests for additional products or services to appropriately licensed representatives.
  • Ensured facilitation of first-call resolution and customer satisfaction on all transactions. Handled requests regarding customer documentation and clearly explained to them to include any follow-up on our customer’s part.

iOS Technical Support Advisor

Apple
01.2016 - 01.2016
  • Handled questions via the telephone and addressed both hardware and software issues. Reported/escalated issues through the appropriate channels. Effectively communicate information with team members and customers alike. Diagnosed and provided a path to resolving data service inquiries related to GPRS/EDGE, WI-FI, and Bluetooth wireless technologies.
  • Proactively identify ways to avoid the recurrence of customer issues by regularly improving the processes, reviewing technical articles, and recommending changes. Interfacing with local team management and internal and external partners. Multitasking through multiple systems while troubleshooting with customers. Accurately logging all interactions via the Apple CRM system Achieved call center metrics including average handling time, customer availability as well as schedule adherence and conformance. Additional responsibilities as business needs dictate.

Senior Customer Service Representative

Avis/Budget Group
01.2011 - 01.2016
  • Completed essential rental information and availed this information to customers. Informed customers about the rental rates as well as the terms and conditions. Applied sales techniques to persuade and attract more customers to utilize the company's service options. Maintained and updated rental agreement files.

Switchboard Supervisor/Front Desk Supervisor

Viceroy Hotel
01.2009 - 01.2010
  • Managed PBX system, handled guests’ bookings, check-ins, and check-outs, managed registration process, and managed accurate accounting of all rooms. Supervised operators and Guest Service Agents. Ensure the accuracy of groups, rooming lists, amenities, arrivals, and departures. Computed bills, collected payments, and made changes for guests. Issued room keys and escorted instructions to the bellhop. Posted charges for Rooms, Food and beverage, Spa, or telephone calls, to ledgers manually or by using computers. Maintain the hotel's high standard of service and hospitality. Provide maximum quality of service to guests. Assist with all sick calls or tardiness by finding proper coverage, reporting to work, and staying until proper coverage can be found. Contacted housekeeping or maintenance staff when guests report problems.

Document Control Officer

Carillion Construction Ltd
01.2004 - 01.2009
  • Worked directly with engineers to prepare and submit all construction documents to various contractors.

Concierge

Capjuluca Hotel
01.2000 - 01.2004
  • Booked all guests’ reservations and requests. Coordinate and manage requests for special arrangements Greeted guests as they arrived and departed. Escort guests to their assigned rooms. Ensure rooms were serviced appropriately and meals were served accurately and on time. Market the project and coordinate guests, tenants, and visitors’ needs. Ensure that customers receive the highest quality of service in a caring and compassionate atmosphere and recognize individual needs and rights. Maintained files on Community services including transportation sources, accommodations, and referral contact. Ensure that the location adheres to the legal, safety, health, fire, and sanitation codes by carrying out the site fire, safety, and disaster plans.

Education

Bachelor of Science - Commerce, Business Management

Oakwood College
Huntsville, AL
05-2000

Associates - Hotel and Restaurant Management

ICS
01.1996

High School - Information Technology, Social Studies, English, Mathematics, Office Procedures, Hotel & Restaurant Management, Principles of Business and Accounting

Albena Lake - Hodge High School
01.1995

Skills

  • Ability to Compile, Document, and Assemble Data
  • Ability to Plan, Formulate Training, and Learn New Concepts
  • Accustomed to a Fast-Paced Environment
  • Business Administration & Leadership Skills
  • Detail Oriented & Time Management Skills
  • Excellent Communication & Customer Relations Skills
  • Loyal and Trustworthy Business & Personal Attributes
  • Reliable Execution of Directives & Achieving Goals
  • Strong Interpersonal & Problem-Solving Skills

Timeline

Fun Expert Agent

Carnival Cruise line
01.2023 - Current

Senior Customer Experience Specialist

Delta Airlines
01.2021 - Current

Quality Assurance Manager

Hilton Hotel
01.2016 - 01.2021

Reservations Sales Agent

Hilton Hotel
01.2016 - 01.2016

Insurance Customer Service Agent

Granada Corporation
01.2016 - 01.2016

iOS Technical Support Advisor

Apple
01.2016 - 01.2016

Senior Customer Service Representative

Avis/Budget Group
01.2011 - 01.2016

Switchboard Supervisor/Front Desk Supervisor

Viceroy Hotel
01.2009 - 01.2010

Document Control Officer

Carillion Construction Ltd
01.2004 - 01.2009

Concierge

Capjuluca Hotel
01.2000 - 01.2004

Associates - Hotel and Restaurant Management

ICS

High School - Information Technology, Social Studies, English, Mathematics, Office Procedures, Hotel & Restaurant Management, Principles of Business and Accounting

Albena Lake - Hodge High School

Bachelor of Science - Commerce, Business Management

Oakwood College

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