4755GramercyOaksDr.

469-888-3259
Dallas, Texas 75287 rshafer2009@live.com

Richard S. Shafer

Objective Desire to work for an established company that is mission focused with
experienced professional requiring undergraduates with flexible work
schedules to include some telecommuting or alternative work schedules.

Experience 10/2006-1/2008 Travelocity Business Southlake, Texas

Corporate Reservations Agent
 Responsible for taking incoming calls from corporate clients to secure
best methods and lowest cost for travel to various locations.
 Worked with Sabre reservations software including turbo Sabre as well
as over the phone communication, directly with customers, airlines and
other hospitality companies.
 Ensured that there was no errors to online reservations, correcting those
errors within 24 hours to ensure rates do not increase for the customer.
 Trained new agents in system layouts and configurations.
 Maintained error databases for clients and system programmers to
ensure that errors were not repeated.

10/2003-10/2006 Hotels.com Arlington, Texas

Lead Customer Service Agent
 Lead agent for customer service call center. Responsible for taking
incoming calls from customers that had issues with their reservations.
 Responsible for handling all escalated calls from other agents who could
not resolve customer issues effectively, dealing with irate customers, who
it turn I was able to calm down through my patience, understanding, calm
verbal communication, with use of knowledge of physiology, effectively
resolving customers issues.
 Responsible for setting up and conducting weekly training meetings with
agents.
 Handled all reprimands of agents as well as performance reviews.
Maintained detailed databases of customer complaints to endure that both
the agents and myself properly resolved their issues.
 Setup and attended weekly and monthly department manager’s
meetings to discuss events and updates.
 Maintained and created agent schedules to ensure necessary floor
postings were kept to handle call volume.
 Conducted training for newly hired agents. Created and maintained
pleasant work environment for agents by offering incentives and contests
for performance.

5/1999-6/2003 Texan Ford Arlington, Texas

 New/Used Vehicle Technician
 Responsible for receiving new shipments of vehicles, inspecting then for
transport damages and making detailed reports of said vehicles.
 Responsible for maintaining vehicle databases, including stock
inventory, damages and vehicle descriptions.
 Performed detailed pre-delivery inspections of all new vehicles to ensure
vehicles meet factory standards.
 Performed State of Texas Safety and emissions inspections of all new
and used vehicles to ensure they meet State regulations and standards.
 Performed used car inventory reconditioning so that they meet above
the standards of used car Lemons Laws. Maintained and organized a
clean work environment.


4/1997-4/1999 State of Texas Dallas, Texas

Court Monitor
 New position within the Family Courts system for Texas.
 Created position directives and had them approved through the offices of
Court Administration. Created guidelines, procedures and manuals for the
position.
 Created position for use in the Family Courts for the supervision of Child
Support Evaders.
 Created and maintained detailed databases of all supervised individuals
placed under supervision by the Courts.
 Appeared in Court when individuals were ordered, by the Court, to be
placed in the Court Monitor program, to meet with them and complete
intake paperwork and establish appointments for them to report directly
with me for further intake processing.
 Interviewed said individuals for their employment, address and contact
information, to include skills for employment. Assisted them with locating
work, training and special assistance through the Texas Workforce
Commission.
 Responsible for ensuring that all supervised individuals maintain
constant communication with the Court Monitor, through phone calls,
letters, emails and in person appointments.
 Met with offices of the Attorney General on expansion and funding of the
Court Monitor Program in other State of Texas locations. Trained new
Court Monitors around various locations throughout the State.
 Credited for generating an increase in the amounts of Child Support
received, by the Child Support Offices, by more than 40%.

Education 1984-1988 Coquille High School Coquille, Oregon

 High School Diploma
 Graduated in tenth percentile

1988-1989 Military Police Academy Fort McClellan,

AL
Major: Military Law
  Relevant Coursework, licensures and Certifications: Study of laws
and federal regulations pertaining to federal law enforcement. Study
of duties and responsibilities assigned as Law Enforcement. Use of
force procedures, tactical deployment for response to incidents.
2004-2005 Tarrant County Community College Hurst,
Texas
Major: Psychology
Minor: English Literature
GPA: 3.8 out of 4.0
 Relevant study: study of the minds of people and children. Study of
affects of chemicals and environments to the brain and dysfunction
and disorders and treatments.