Mary Gagne Neault

**** ****** ****, *** ******* TX, 78254

210-***-****

aca2if@r.postjobfree.com

CUSTOMER SERVICE PROFESSIONAL/TEAM LEAD

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More than 18 years of successful experience in customer service and support with recognized

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strengths in account maintenance, problem solving and trouble shooting, staff support, and

Profile

planning/implementing proactive procedures and systems to avoid potential areas of concern.

Exceptional Customer Care skills.

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1. Possess solid computer skills, including Microsoft applications, Resolve, iBank, Trams Back

Office, ARC, and Debit Memo Manager.

2. Heavy concentration of Excel reporting.

3. Sound mentoring skills

4. Excellent communication skills, verbal and written.

5. Solid working knowledge of Microsoft Excel, Microsoft Word.

6. Experienced in training, motivating, and mentoring internal and external clients.

7. Ability to lead a team in a positive, productive capacity.

8. Working independently, or as part of team, acknowledged as “Total Quality Customer Service

Professional.”

9. Call Center Environment

Synopsis of Achievements

1. Organized and streamlined the processes for Revenue Recovery. Results showing as

drastically reduced man hours needed to resolve issues by 50% per week, expedition of debit

memo resolution, and higher client, vendor satisfaction.

2. Certified ARC Specialist

3. Received The Challenge Coin, awarded by the FBI for my outstanding work with their Bureau.

4. Received company’s highest award, for top 5% performers, The Pacesetter Award, for my

work with the American Express’s first Transborder accounts

5. Received Honorable Mention, for American Express’s top Global Award, Chairman’s Award for

my work with American Express’s first Transborder accounts.

1. SME/ Primary contact for American Airlines regarding child abductions and runaways.

2. Worked with various agencies across the country including stated and federal agencies,

Missing and Exploited Children and Child Find agency to recover five children.

Employment CTP Corporate Travel Planners 2013 2013

Finance Team Lead 2013 2013

1. Support Account Managers, rolling out new accounts and upgrading existing service.

2. Processed ad hoc, daily, weekly and monthly internal and customer reporting using Trams and I

Bank reporting systems. Transpose data to PDF and Excel formatting.

3. Track and trend agent issues

4. Balance and submit ARC reporting daily and weekly

5. Created SOPs for internal and customer reporting

6. Mentor team members, account executives, supervisors and agents regarding changes in

company and vendor policies, resolutions and reporting processes.

7. Ensure all team duties completed daily

8. Maintained flexibility for scheduling and responsibilities per business needs.

10. Call Center Environment

CWT Sato Travel 2005 2013

Customer Service/Revenue Recovery Specialist

2007 2013

9. Quickly and effectively resolve customer challenges, utilizing Resolve database, Excel, various

civilian and federal websites.

1. Chosen by company to create SOPs and solely manage all customer service and revenue

recovery issues for the company’s largest, high profile government accounts.

10. Supported 200 agents with customer service and revenue recovery issues.

3. Mentored agents and supervisors regarding resolutions, and changing processes.

4. Received Challenge Coin recognition from the Federal Bureau of Investigation for my outstanding

work with their division.

5. Recognized SME for Department of Justice and Secret Service accounts.

6. Maintained government clearances for the Department of Justice and Secret Service accounts.

7. Processed daily, weekly, monthly reports on the status of issues.

8. Instrumental in streamlining the processes for revenue recovery issues.

9. Direct contact for all Customer Service and Revenue Recovery issues.

11. Directly contacted clients and vendors to initiate and maintain positive relationships.

12. Process check requests, vendor waiver, and company reimbursements to the client or vendor

13. Utilized the Resolve Database, Excel, Microsoft Word, and vendor websites to ensure all issues

were properly documented and resolved.

14. Maintain quality control/satisfaction records, constantly seeking new ways to improve customer s

11. Call Center Environment

Revenue Recovery Specialist 2005 2007

15. Supported 200 + agents with revenue recovery issues.

2. Mentored agents and supervisors regarding Debit Memos.

16. Quickly and effectively resolved Debit Memos.

17. Processed weekly, monthly reports regarding Debit Memo status, company payouts, received

waivers, and client charge backs.

18. Provided tracking and trending of debit memos and agent errors.

19. Maintain quality control/satisfaction records, constantly seeking new ways to improve Revenue

recovery procedures

12. Call Center Environment

Reservations Agent 2005 2005

20. Booked air, car and hotel reservations per corporate contract guidelines

13. Call Center Environment

American Express Travel 1996 2005

Client Support/TC1 2001 2005

10. Worked with international and domestic implementations teams to implement the company’s first

Canadian/US Transborder accounts.

11. Created SOPs, trained Canadian Agents via telephone, email and in person.

12. Provided 24/7 Help Desk and mentoring to 62 Canadian Agents.

13. Coordinated, facilitated, and participated in telephonic and online meetings for US and Canadian

implementations teams.

14. Recognized SME for all Transborder Implementation and processes.

15. Singularly performed all back office functions for Transborder accounts.

16. Provided agent, MAX, MIS, agent error, ARC, trending, reporting, weekly and monthly for the

Transborder accounts.

14. Call Center Environment

TC2 2000 2001

17. Provided online assistance for corporate client BETA group.

18. Back office duties, invoicing, MAX, MIS reporting.

19. SME for online BETA group

15. Call Center Environment

TC3 1996 2000

20. Updating profiles, providing online tech assistance, processing tracking and trending reports

directly to the client.

21. Make airline, car, hotel reservations for various corporate clients according to corporate policies

16. Call Center Environment

American Airlines/TSR 1993 1996

Eaasy Sabre 1996 1996

22. Provide customer solutions for rollout of Eaasy Sabre reservations system via online Help Desk

23. Issued tickets, and other back office duties.

17. Call Center Environment

Resolutions Desk Supervisor – Sabre GDS 1994 1996

24. Provide resolutions to issues for clients and agents – duties including but not limited taking

inbound calls regarding ticketing disputes, waiver requests and agent inquires. Finding the best

resolutions for our client and American Airlines.

25. SME/ Primary contact for American Airlines regarding child abductions and runaways.

18. Worked with various agencies across the country including stated and federal agencies, Mi Call

Center Environment

American Airlines Reservations Agent 1993 1994

Travel Counselor

26. Make airline reservations in a call center environment.

Education

Sachem High School, Long Island NY

LPN courses – BOCES – Long Island, NY

2001 Business degree courses – UTSA

Professional

Business Ethics course 2001 – UTSA

CATS Training / Phoenix AZ 2002 American Express

Resolve Database training 2011

Microsoft Excel, Microsoft Word 2013

Debit Memo Manager 2013

I Bank Reporting 2013

Trams Back Office 2013

ARC Specialist Certification – 2013

References Furnished Upon Request

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