Customer Service Manager

Robyn J. Ramos

**** **** ******* ******

Fresno, CA 93720

559-***-**** *****.*.*****@*****.*** Cell: 559-***-****

SUMMARY

Results-driven Corporate Travel Manager with proven success implementing

cost-savings and cost avoidance initiatives. Skilled in all facets of

corporate travel management including travel policy development,

implementation and enforcement, vendor contract negotiation, and

facilitation of large scale meeting and incentive travel group planning.

Well organized, creative professional with exceptional written and verbal

communication skills. Effective leader of large teams and a dynamic member

of cross-functional development teams.

SELECTED ACCOMPLISHMENTS

Travel and Entertainment Cost Reduction and Cost Avoidance Initiatives

. Reduced company overall travel spend in 2009 by $300K by conducting daily

audits of travel reservations.

. Negotiated preferred vendor contracts that reduced air travel, airline

and hotel costs by an average of 4% over previous year.

. Teamed with purchasing department to prepare and analyze hotel and

airline RFPs which further reduced company's travel costs.

. Collaborated in the creation of a global travel policy resulting in clear

and consistently applied guidelines and cost-savings initiatives for all

worldwide business units.

Meeting and Incentive Group Travel Planning

. Identified venues for several large scale meeting and incentive travel

groups, minimizing costs while achieving client's requirements. Largest

group included over 2000 sleeping rooms and a hosted hospitality event

with over 2800 attendees.

. Secured and negotiated vendor contracts for all sleeping rooms, air

travel, ground transportation, hospitality functions and destination

management programs ensuring lowest cost options available for clients.

. Established budgets for large scale incentive programs providing

organization with measurable budgetary goals.

. Created a data base management system for arrival and departure

manifests, room lists and other required reports for large meetings (from

100 - 2000 attendees) allowing multiple agents to provide excellent

customer service to clients.

. Attended meetings and incentive programs to provide on-site management.

Management and Supervision

. Led team of 15 travel professionals that produced sales volume of over

$10M yearly.

. Created a "value add" customer service program that personally alerted

travelers of flight delays, gates changes and flight cancellations.

Sales agents were able to offer immediate assistance to travelers and

alleviate potential problems.

. Maintained employee productivity and commitment to quality by encouraging

and facilitating involvement in process improvements, implementing

applicable suggestions and rewarding and recognizing contributions.

. Trained corporate travelers on the use of a corporate booking tool (RESX)

by conducting monthly live training sessions and webinars.

. Assisted in the creation of marketing materials for travel department.

Robyn J. Ramos Page Two

PROFESSIONAL EXPERIENCE

PELCO, a division of Schneider Electric, Clovis, CA 2000 - 2009

World's leading manufacturer of video security systems with over 3000

global employees.

Corporate Travel Manager 2000 - 2005

Travel Operations Manager 2005 - 2007

Group and Meeting Travel Manager 2007 - 2009

LEWIS TRAVEL AND CRUISES, Fresno, CA 1996 - 2000

Full service corporate and leisure travel agency

Corporate Travel Specialist 1996 - 2000

EDUCATION AND PROFESSIONAL DEVELOPMENT

Certified ARC Specialist

Certified Meeting Planner, targeted completion date: Fall 2010

Travel Management Vocational Certificate, Colorado State University, Ft.

Collins, CO

Continuing and Adult Education, Fort Collins, CO

Diploma, Poudre High School, Fort Collins, CO

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