Customer Service Manager
Resume:
Dwight Cartier
**** ******** **. ** **********, DC 20010
*********@*****.***
Summary of Qualifications
Results-driven, goal-oriented individual with more than 10 years of
experience and hands-on skills in the use of GDS's, as well as other
applications such as Defense Travel System (DTS), E2 Solutions,
FedTraveler.com, E-Gov Travel Services (ETS); Proficient in MS Office
applications. Possess strong customer service background as well as Federal
Government travel policies. Experienced in analyzing and examining travel
vouchers and monitoring the execution of program budgets.
PROFESSIONAL EXPERIENCE
Work History
B.C.D. Travel Company- TDMG, Owings Mills, MD 03/11-
Present
Hotel Support Desk Manager / Travel Management Specialist
. Analyze travel vouchers for compliance with government travel
policies such as FedRooms and City Pairs
. Monitor and track DTS approvals for Army, Navy and Marines
. Experience working with and knowledge of Federal Travel
Regulations, Fly America Act and GSA City-Pairs programs
. Assist in the management and operation of travel programs
. Monitor the execution of programs' budget
. Manage all Government travel interests, such as changes to
purchased tickets including cancellations, exchanges and refunds as
well as securing replacement tickets and alternative routing
tickets
. .Using Sabre and other travel management systems, created
international travel arrangements including air, hotel and ground
transportation
. Monitor the execution of programs budget
. Created multi-segment, multi-destination international itineraries
. Assist in the management and operation of travel programs
. Experienced in utilization of all rules, regulations and
requirements for booking international travel
. Developed and implemented travel administrative procedures
. Recommended ways to improve and expand the travel database
. Establishing a climate for learning, presenting information clearly
and responding to trainees' concerns in a timely manner
Government Travel -SATO, Aberdeen, MD 02/10 -
03/11
Sr. Military Travel Specialist, Contract
. Analyze travel vouchers for compliance with government travel
policies such as FedRooms and City Pairs
. Monitor and track DTS approvals for Army, Navy and Marines
. Experience working with and knowledge of Federal Travel
Regulations, Fly America Act and GSA City-Pairs programs
. Assist in the management and operation of travel programs
. Monitor the execution of programs' budget
. Manage all Government travel interests, such as changes to
purchased tickets including cancellations, exchanges and refunds
as well as securing replacement tickets and alternative routing
tickets
. Provide travel assistance to over 10,000.00 military members and
government troops via telephone, Internet, and face-to-face
. Maintain and access the Defense Travel System (DTS) daily to
verify individual orders to ensure reservation accuracy
. Develop and implement travel administrative procedures
. Troubleshoot DTS related issues such as booking or issuing
errors
. Notify military personnel of any rules and regulation regarding
payments/reimbursements as well as travel insurance
. Provide assistance to new government employees with travel card
application process
. Disseminate travel management information to government staff
Deutsche Bank, Hogg Robinson USA, Baltimore, MD
11/07 - 02/09
Sr. International Travel Specialist
. Using Sabre and other travel management systems, created
international travel arrangements including air, hotel and
ground transportation
. Monitor the execution of programs budget
. Created multi-segment, multi-destination international
itineraries
. Assist in the management and operation of travel programs
. Experienced in utilization of all rules, regulations and
requirements for booking international travel
. Specialize in analyzing and examining travel vouchers
. Handled multi-cultural, multi-lingual clientele
. Handled all international travel requirements, i.e. visas,
passports and immunization requirements effectively communicated
and followed through required with clients of those requirements
. Strong working knowledge and understanding of international
pricing rules, exchange transactions and procedures
Kismet Management Group LLC, Atlanta, GA
12/06 - 11/07
Travel Management Specialist
. Promoted and marketed the business to new clients
. Managed budgets and maintained financial records
. Sold corporate and leisure travel products and tour packages
. Monitor the execution of programs budget
. Assist in the management and operation of travel programs
. Took part in familiarization visits to new destinations in order
to gain information on issues and amenities of interest to
consumers
. Acted as liaison with travel partners, including airlines and
hotels, to manage bookings and schedules.
. Specialized in analyzing and examining travel vouchers
B.C.D. Travel Company, Peachtree City, GA
02/06 - 12/06
Sr. Travel Specialist / Contract
. Analyze travel vouchers for compliance with government travel
policies such as FedRooms and City Pairs
. Monitor and track DTS approvals for Army, Navy and Marines
. Experience working with and knowledge of Federal Travel
Regulations, Fly America Act and GSA City-Pairs programs
. Assist in the management and operation of travel programs
. Monitor the execution of programs' budget
. Used available sources such as TSS, State Department web sites,
news agencies, etc. to stay informed of current international
affairs
. Maintain and access the Defense Travel System (DTS) daily to
verify individual orders to ensure reservation accuracy
Caribbean Development Group, Atlanta, GA
07/02 - 02/06
Travel Manager
. Analyzes travel vouchers for compliance with travel regulations
. Monitored and tracks travel authorizations for Army, Navy and
Marines
. Provided travel assistance to employees throughout the armed
forces
. Developed and implemented travel administrative procedures
. Recommended ways to improve and expand the travel database
. Created effective training strategies and forecast employee
skills needs
. Conducted employee orientation
. Ensured successful staffing and talent management by tracking
employee career planning and Performance Appraisal Coordination
. Analyzes travel vouchers for compliance with travel regulations
. Monitored and tracks travel authorizations for Army, Navy and
Marines
. Provided travel assistance to employees throughout the armed
forces
. Developed and implemented travel administrative procedures
. Recommended ways to improve and expand the travel database
. Establishing a climate for learning, presenting information
clearly and responding to trainees' concerns in a timely manner
. Developed and implemented policies and procedures over financial
transactions, resulting in standardized reports
. Developed and implemented operating procedures for recruitment
of potential employees, eliminating over $300,000 in overtime
expense annually
Government Travel -SATO, Atlanta, GA 10/01 -
06/02
Travel Manager / Contract
. Analyze travel vouchers for compliance with government travel
policies such as FedRooms and City Pairs
. Monitor and track DTS approvals for Army, Navy and Marines
. Experience working with and knowledge of Federal Travel
Regulations, Fly America Act and GSA City-Pairs programs
. Assist in the management and operation of travel programs
. Monitor the execution of programs' budget
. Manage all Government travel interests, such as changes to
purchased tickets including cancellations, exchanges and refunds
as well as securing replacement tickets and alternative routing
tickets
. Provide travel assistance to over 10,000.00 military members and
government troops via telephone, Internet, and face-to-face
. Maintain and access the Defense Travel System (DTS) daily to
verify individual Managed staff and monitored their development
progress on a daily basis
. Provided travel assistance to employees throughout the armed
forces
. Developed and implemented travel administrative procedures
. Worked with staff to ensure architecture and development
standards are followed
. Established and maintained Standard Operating Procedures (SOP)
for key tasks under area of responsibility
. Recommended ways to improve and expand the travel database
The Home Depot, Atlanta, GA 09/99
- 10/01
Travel Manager
. Worked with hiring managers to devise effective recruiting
strategies and forecast hiring needs
. Developed and update recruiting materials including job
descriptions, brochures and advertisement text
. Attended on-campus recruiting efforts, monitor internet
postings, review employee referrals and contact placement firms
in order to source the most qualified candidates
. Assisted in evaluating candidates and extending offers
. Maintained accurate applicant records and create staffing
analyses through an Applicant Tracking System
. Organized Employee Event Planning such as Company Picnic,
Holiday Party
. Organized and participated in college recruiting events and
maintained relationships with career center offices
. Oversaw compensation & bonus programs
. Analyzed company compensation policies
. Conducted job analyses to determine appropriate salary levels
American Express Agency Services, Platinum Travel, Norcross, GA
06/95 - 09/99
Team Leader
. Handling all aspects of bookings including airline and hotel
reservations, group tours, bus and cruise travel
. Accomplished in all areas of promotional campaigns for air and
land-based European vacations
. Confirmed bookings and notified clients of luggage limits,
insurance, medical, passport, visa and currency requirements
. Managed finances for domestic and international travel projects
. Strong customer service background
. Government and Federal contractor travel office experience
EDUCATION
Capella University, Minneapolis, MN
BS Business Administration, May 2014
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