Seasoned, mature call center veteran
Resume:
Dear HIring Manager,
I am writing to you to request consideration for any open position. I strongly believe I balance decades of office experience, as well remote work, in the Corporate Travel sector. It is in that field where I humbly believe I have achieved & demonstrated maturity, technical acumen, critical thinking, exceptional customer care & never forgetting that I am part of a team. I am currently employed at a travel management company but have been furloughed since May of last year. I have 25 years experience in the travel industry in which I have learned and applied many skills:
- Delivering exceptional customer service employing tact, empathy, listening and never forgetting that I am the voice of the Company.
- Many years working and mastering Travel Technology tools.
- Applying meticulousness and precision with all facets of travel.
- Current and expert Apollo (14 years), Sabre (11 years), Worldspan (2.5 years)
- A love and ability to steward clients’ travel.
- Wholly working with a framework of compliance to company policy.
- Exceptional multi-tasking ability.
- COMPREHENSIVE worldwide destination knowledge from first-hand experiences and working in Corporate, Group and Leisure travel over 21 years.
- HIGHLY VERSED with International Travel: destinations, entry requirements, parsing tariffs, fare rules, superior knowledge of airports, code shares, upgrade parameters.
I have also developed a thorough understanding of optimal communications---oral & written---and humbly feel that I have tact and diplomacy in dealing with internal & external customers. On a professional level, I carry myself with integrity and energy. I fully understand the nature & parameters of the duties listed for the position & have considerable background and application of all of the job requirements since I have worked in a variety of roles throughout my career.
Thank you for reading this and thank you in advance for your consideration!
Sincerely,
Ken Conahan
Ken Conahan
Lehigh Valley, PA
Greater Philadelphia/New York City area
484-***-****; adoz33@r.postjobfree.com
Core skills:
Servicing incoming calls, emails & texts to advise, arrange & revise complex domestic
and international travel for Corporate, Groups & Leisure.
Utilizing informational material regarding client companies’ policies and advise and arrange accordingly.
Documenting thoroughly when creating and/or revising reservations.
Consulting with travelers throughout conversations with routing, policies, TSA requirements, code share agreements, seats, accrual of frequent flyer numbers, etc.
Proactively & creatively searching & procuring lowest fares, preferred seats.
Understanding interconnectivity between online profiles (i.e. Concur) & GDS profiles.
Thoroughly parsing vendor parameters (air/hotel/car/ground) & advising accordingly.
Vigilantly checking service levels regarding calls, emails and texts & proactively accommodating incoming requests to maintain and/or improve service levels.
Searching for unused airline tickets and/or credits for advisement and application.
Proficient, expert use of mapping for clients’ precise needs regarding ground, air, hotels.
Comprehensive understanding of reading booking history and status codes.
Always striving for One Call Resolution.
Understanding evolving environment for ‘ticketless’ carriers, seating, ancillary services.
Intra-company skills:
Monitoring & reading departmental emails, chat & intranet postings.
Knowing where to look for a vendor or client contact on intranet, email, GDS ‘bar’.
Completely remaining professional in any and all communication.
Understanding of policies & chains of communication and/or escalation.
Taking ownership of an issue & working to resolution.
Training new hires at several positions including QC-ing records, sharing screens.
Soft skills:
A phone technique of listening, acknowledging, empathizing and acting.
A yearn for challenge with a problematic situation to achieve resolution.
Understanding the client: her/his location, employer & requirements.
Always seeking to resolve most, if not all, with one call with extensive, but fluid recaps.
Hitting the right notes of professionalism and warmth.
A love of professional and personal writing.
Technical skills:
GDS: Apollo, Sabre, Worldspan, Amadeus, Travelport, Sabre Red, Sabre Rail, Groundspan
Online Booking Tools: Concur, Deem, GetThere
Telephony: Avaya, Cisco
Chat: Microsoft Lync, Skype, Jabber, Cisco
Microsoft Office: Word, ExcelWord, Excel
Intangible skills:
Comprehensive geographic & personal travel experience, both international and domestic.
Understanding the parameters, needs & roles involved with an ‘offline’ booking.
Appreciation, understanding of the remote job position (7 years).
Empathy and action with minute-to-minute needs/challenges for the modern traveler.
Security and privacy:
Ever vigilant against fraud and techniques used against travel management companies.
Full knowledge of P.I.I. data & its proper usage.
Work history:
ATC TRAVEL MANAGEMENT – January, 2019 - PRESENT (furloughed, May, 2020)
COLLABERA - (temporary position, assigned to American Express Global Business
Travel); March, 2018 – June, 2018; Specialized Business Travel Consultant
FCM TRAVEL - November, 2017 – January, 2018; Corporate Travel Agent
BALBOA TRAVEL – August, 2017 – November, 2017; Floater Travel Consultant
CHRISTOPHERSON BUSINESS TRAVEL – January, 2017 – April, 2017; Campus/Group
Travel
TRAVEL & TRANSPORT – June, 2013 – August, 2016; After Hours Corporate Travel
Counselor/Online Fulfillment
GLOBAL POINT TRAVEL SOLUTIONS – November, 2012 – May, 2013; Group Travel
Coordinator
SERCO GLOBAL SERVICES – June, 2011 – November, 2012; International Travel Agent
TRAVEL IMPRESSIONS – Aug. 2010 – June, 2011; Group Travel Coordinator
SELF EMPLOYED STOCK TRADER – May, 2003 – Aug. 2010
CENDANT HOTEL DIVISION – Dec. 2001 – May, 2003; Help Desk Manager
ULTRAMAR TRAVEL – Feb. 2001 – Sept.2001 – Corporate Travel Agent
CARLSON WAGONLIT TRAVEL – Feb. 1999 – Feb. 2001; Supervisor
ROSENBLUTH INTERNATIONAL - Sept. 1997- Feb. 1999; Supervisor/Tech.Leader
MVI TRAVEL MANAGEMENT – Sept. 1991 – Sept. 1997; Corp.Travel Agent/Supervisor
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