Sheila Koons

I am passionate about customer service. I want to join a winning team that will utilize my skills and approach to successfully assist customers. I welcome a fast paced and ever-changing environment. Lastly, I am a coachable individual who has a history of exceeding all expectations.

12/2022 - Present CLIENT SERVICE ASSOCIATE – TANG & COMPANY

• Respond promptly to customer inquiries.
• Obtain and evaluate all relevant information to handle inquiries and complaints.
• Provide prompt, courteous service to all external and internal customers.
• Assist with special projects as assigned.
• Manage customers accounts.
• Communicate and coordinate with internal departments.
• Follow up on customer interactions.

06/2022 - 10/2022 ACCOUNT SERVICING SPECIALIST – WYNDHAM DESTINATIONS

• Supports leadership and associates to achieve the completion of daily processes by collaborating on process related questions and to validate dashboard metrics.
• Provides account and ownership information; Updates systems of record; corresponds with owners and business partners.
• Maintains quality service by monitoring standards; advising supervisor of potential problems.
• Protects organization's value by keeping information confidential in accordance with WVO PCI and PII guidelines.

11/2021 - 06/2022 ACCOUNT RESOLUTION REPRESENTATIVE – WYNDHAM DESTINATIONS

• Initiate outbound and receive inbound call with clients in order to negotiate and collect unresolved debts.
• Provide issue resolution for autopay program and New Sales.
• Obtain data from multiple sources to conduct account research and outbound campaigns.
• Review reports for purposes of reconciliation for the Auto Pay Program and new loan research.
• Analyze and recommend solutions to more efficiently handle daily work.
• Accurately assess, identify, and respond to owner inquires in a timely manner.
• Collaborate with other departments to ensure owners receive timely and effective service to their account.

08/2019 - Waiting for US work permit to be issued

12/2017 – 07/2019 AIRPORT GROUNDS AGENT- FRAPORT (POA) - BRAZIL

• Independently and rapidly prioritized and resolved a variety of customer issues and concerns.
• Interpreted and translated in English, Spanish and Portuguese as requested for flight companies, travelers and business partners. This includes: written and verbal communications in person, via telephone and e-mail.
• Reported to the ground’s general manager on various aspects of airport operations including, but not limited to: safety, customer concerns, quality control and overall airport flow.
• Assisted in the supervision and training of new agents on airport protocols, duties and the division of team tasks.

02/2016 – 10/2016 CUSTOMER SERVICE AGENT (TAM AIRLINES) BRAZIL

• Provided excellent customer service including: Coordinating flight reservations, sales, upgrades, overbooking and cancellations.
• Controlled passenger flow, flight schedules and baggage claim.
• Liaised with airport personnel to ensure all operations ran smoothly and safely.

09/2013 – 02/2015 INTEGRATED AGENT (AMERICAN AIRLINES) BRAZIL

• Provided Customer service at the ticket counter, gate and baggage areas.
• Interacted with clients by telephone, email and in person in various languages.
• Managed emergencies, flight delays, cancellations and baggage claims.
• Ensured accounting and financial processes guidelines are followed.

2017 – 2019 UNIVERSIDADE ESTACIO DE SA – BRASIL: MBA Marketing and Communication

2015 – 2017 IBGEN – INSTITUTO BRASILEIRO DE GESTAO EM NEGOCIOS: BA Finance

2006 – 2008 UNIVERSIDADE FEDERAL DO RIO GRANDE DO SUL – BRASIL: BFA Music