George Reginald Freeman Browne

CUSTOMER SUCCESS SPECIALIST (Hybrid)

Exoticca

Jan 2023 - Current (3 years 10 months)

• Efficiently handle 70% Travel Operations tasks including flight changes, cancellations, and refunds, while managing and escalating GDS issues and cases, collaborating across departments to enhance tools and processes. • Apply best practices to identify consumers' budget, timeline, and decision making processes with a high-end delivery. • Offered comprehensive pre-departure customer support, including promptly responding to calls and emails, providing detailed trip information, assisting with visas and entry requirements, and managing excursion bookings, upselling, cancellations, and refunds. • Provided attentive in-destination customer support by handling incoming calls, emails, and WhatsApp messages, assisting customers with flight d

DISNEY+ VIEWER EXPERIENCE ADVOCATE

Webhelp

Jan 2020 - Jan 2023 (3 years 1 month)

• Assist viewers through phone and/or chat about account management, billing issues, content and basic site and application navigation. • Provide account and application support to our viewers, specifically with regards to software functionality and troubleshooting of system configurations and network settings. • Give accurate and real-time responses to viewer inquiries. • Process Customers refunds • Achieve between 80% to 100% Customer satisfaction.

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HOTEL CUSTOMER SUCCESS COORDINATOR

HOSTELERIA GARMI

Jan 2019 - Jan 2020 (1 year 1 month)

• Greet and register guests in a 100+ room hotel using a Point of Sale (POS) Terminal, ensuring personalized service • Maintained a 95% customer satisfaction rating over 6 months, in friendliness, efficiency, helpfulness, and knowledgeability • Daily report creation ensuring accurate accounting of all transactions with managing €5,000-€10,000 daily • Trained five new front desk receptionists in using POS Terminals, room inspection, providing guest services, and confirming online room reservation services • Booking management over different platforms ensuring no reservation overlaps or hotel over-booking • Timely customer inquiry and complaints channeling to designated departments while mitigating customer dissatisfaction in the moment

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GLOBAL FINANCIAL SERVICES DESK ANALYST

PAGEGROUP SSC EUROPE

Jan 2017 - Jan 2018 (1 year 1 month)

• Created 100+ knowledge base solutions for client specific troubleshooting i.e. operating procedures, policies, etc. • Achieved 89% first call resolution and 90% customer satisfaction rate on a monthly basis • Trained 35 new employees on responding to calls appropriately and company standards • Performed quality assurance check of tickets processed by team • Developed practical user guides and conducted trainings for clients to acquire knowledge on several password resets and quick fixes on systems management tools

INTERNATIONAL TRAVELODGE CUSTOMER SERVICES & TELESALES AGENT

CPM

Jan 2015 - Jan 2017 (2 years 1 month)

• Handled 95+ calls daily, with duties including signing up new customers, retrieving

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COMPUTACENTER

AIRBUS PROJECT

Jan 2014 - Jan 2015 (1 year 1 month)

• Provided technical support for Airbus engineers and corporate users which included setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users) • Customer notifications on issue status and follows-up to ensure problems have been resolved satisfactorily • Configured and installed software for end-users' desktops, scanners, terminals, and other equipment and devices. • Performed password resets, quick fixes, printer support, network connectivity and other troubleshooting • Created tickets in Airbus & GSD ticketing systems and followed up on ticketsto provide resolutions for end users

George Reginald Freeman Browne

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George Reginald Freeman Browne

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