Customer Service Manager

Mary Remillard

***** ****** ****, ****** ******, Md. 20906

#301-***-**** - ***********@*******.***

Professional experience:

Tariff Analyst

Airfacts Inc., Bethesda MD. March 2011 – June 2011

Auditing Airline tickets for errors in fares, inaccurate commissions, under collected taxes and non-refundable

refunds, among other numerous ticket violations. Purposing debits memos based on those violations which are

then sent to issuing agents resulting in retrieving lost revenues for airlines such as Alaska and US Air.

Senior Travel Consultant

Omega World Travel, Rockville MD. June 2008 – September 2010

Handled international and domestic corporate accounts, booking detailed air, hotel and car reservations.

Appropriately applying the clients travel program policies and negotiated company contracts. Responding

promptly to telephone and email communication request for in depth itineraries and price quotations. Providing

All necessary information regarding government travel guidelines, passport, visa and immigration issues.

Built and maintained corporate clients profiles with latest updated information and company discounts

programs. Ensured optimum customer service through effective use of the phone system and positive telephone

service techniques. Demonstrated internet research skills for fare comparison and customer information.

Senior Travel Consultant September 1996 - April 2008

Call Your Travel Agent, Rockville, MD.

Managed large corporate accounts with domestic and international travel, booking air, hotel and car reservations

utilizing and negotiating directly with airlines and wholesalers for discounted rates and commission. Handled all

international travel as well as group travel for the office from initial client contact to final issuance of tickets and

all necessary documents. Other responsibilities included monitoring usage of unused electronic ticket report,

refunds, exchanges, bulk ticketing, consolidator pricing, assisted with weekly sales report when requested.

Group Travel Consultant January 1994 - May 1996

Travel-On, Silver Spring, MD.

Solely represented the “Chevy Chase Travel” division in the Silver Spring office. (description below) Ad ditional

duties included handling international accounts and assisting with large government accounts including USDA .

Senior Travel Consultant / Assistant Manager October 1992 - January 1994

Connections the Travel Company, Rockville MD.

Provided project management for two of the largest corporate accounts. Managed all daily activity of the

Rockville office, including scheduling of agents and ordering all accountable documents. Kept staff informed of

all new enhancements and industry updates. Maintained monthly production quota of 250 transactions or $10K

commission.

Group Travel Consultant January 1984 - October 1992

Ambassador Chevy Chase Travel, Chevy Chase, MD.

Managed all aspects of planning group travel, from creating a detailed proposal, including daily itinerary of

tours, layout of brochures, negotiating directly with airlines and land operators for discounted rates, override

commissions and earned tickets to coordinating hotel, air, sea and land arrangements.

Maintain desk at international and domestic meetings and congresses. Escorted groups to Europe, South

America, Africa, Asia and various cities in the United States and Caribbean.

Office Assistant June 1981 - October 1983

Tracor Applied Sciences, Rockville, MD.

Maintain office supply inventory for 1500 employees, including departmental billing. Periodically review bids

from supply companies to obtain more advantageous company discounts. Performed miscellaneous office duties

including filing, typing, relieving switchboard operator and assisting accounts payable and receivable personnel.

Education:

International Travel Training Courses, Inc

Graduated December 1983

Montgomery College, Introduction to the Travel Industry

Completed August 1983

Special skills:

Detailed knowledge and extensive experience of all aspects of Sabre system.

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Familiar with Apollo and Pars system, ADS and Trams accounting systems.

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Multilingual in Spanish, Portuguese and English.

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Extensive travel experience to Europe, South America, Central America, Africa, Asia and numerous cities

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within United States and the Caribbean.

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