Customer Service Manager
Resume:
.
William
KohlmannWilliam Kohlmann's Corporate Travel Counselor Resume
Offering years of cross-functional sales and customer service experience working within the travel industry. Focused on serving the organization in the most professional, responsible, and efficient manner possible, while operating with exceptional communication to reinforce the company's reputation of providing quality customer service.
Skills Summary
Analytical
Self-Directed
Strong Communication
People-Oriented
Problem Solving
Dependable/Adaptable
Motivated
Well Organized
Excellent Mathematical Ability
Systems Literacy Knowledge
Demonstrates Sales Aptitude
Policy, Product & Operations
Professional Experience - Overview
RESERVATIONS AND PRICEMATCH
Work directly with travel agents, direct consumers, and suppliers, all with a wide range of experience that each requires a different degree of travel related guidance or assistance. Proficient at reaching and exceeding monthly/yearly quotas due to the ability to prioritize work with an impeccable attention to detail.
Responsible for pricing, loading and QC-ing new promotions and new room categories, sending company-wide notifications, room inventory control, promotional opens/closes, running daily reports, reviewing and updating weekly manifests, link maintenance, etc.
Temporary Pricematch Specialist assisting with adjusting prices, calculating markup, contacting suppliers, following up with agents and direct consumers daily.
TEAM LEADER AND SALES
Lead Sales Blitzes, driving associates to attend meetings with travel agencies, leading meetings with agency owners and managers, reinforcing our role as liaison, establishing and strengthening cooperation between companies.
Assisted in coordinating Travel Agent Trade Shows in various cities across the country by organizing the events, sending invitations, shipping and managing media, directing associates, assisting vendors set up & break down their booths, hosting training workshops, and assuming the role of liaison between their agency and ours.
By contributing within the following work teams I have been able to assist in the streamlining and execution of special operations within Travel Impression, Ltd. Comtec Technology Assessment Team Member, Reservations Consultant Happy Vacations Bankruptcy Transition Team Leader Sandals Closure Reprotect Team Leader Travel Agent Trade Show Ambassador E-Commerce and Managed Brands Overflow Agent Member of Technology Team/Quest Tester Emergency Hurricane Help Desk Team Leader Floor Coach " Training Skill-Progression Graduates
CUSTOMER SERVICE
Reservations department has been voted by the industry as Travel Weekly's Best Tour Operator in Sales & Service for five consecutive years due to a top-box philosophy. Years of customer service experience has trained me to focus on delighting every customer, at every opportunity. My inter-personal communication skills engage the customer to primarily reinforce the positive image of the company, and our loyalty to the customer. Eager to elevate the expectations of the client by providing genuine, friendly, and professional customer service to a variety of departments, travel agents, direct passengers, and business partners alike.
Employment History
AMERICAN EXPRESS COMPANY " Bethlehem, PA
American Express & VIP Reservation Agent, Travel Impressions Ltd., 2007 to 2008 and 2009 to Present
AMERICAN EXPRESS COMPANY " Bethlehem, PA
Sandals In-House Account Manager, Travel Impressions Ltd., 2008 to 2009. Due to the troubled economy this position was eliminated, and I was reassigned to my prior position as an American Express & VIP Reservation Agent.
AMERICAN EXPRESS COMPANY " Bethlehem, PA
Reservation Agent, Travel Impressions Ltd., 2006 to 2007
Education
KUTZTOWN UNIVERSITY " Kutztown, PA
Bachelor's Degree in Criminal Justice with a minor in Psychology, 2005
Concentration in organizational development and personnel in the criminal justice system
Professional Training
Proficient in several global distribution systems and supplemental software such as SABRE, Quest, Tech-7, eGO, eLink, Word, Office, Excel, Powerpoint, PLS, and Vignette, along with the ability to quickly and efficiently navigate the Internet
Continuously completed training and refresher courses for Caribbean & Mexico, U.S. & Canada, Pacific & Latin America, Europe & Eastern Mediterranean, along with specialty niche market groups such as Skiing, Destination Wedding, Gay & Lesbian, and Religious Community destinations.
Accomplishments
2007 Top Producer - Pacific & Latin America Skill Line
Awarded for 'Rings of Recognition' " Determination to be the Best (2)
Awarded for 'Rings of Recognition' " Teamwork
Eagle Scout - Troop 105, Stroudsburg, Pa
Stroudsburg High School Scholar Athlete of the Year - 2000
Destinations Visited
Israel, Netherlands, Hawaii, Turks & Caicos, Antigua, Los Cabos, Jamaica, Bahamas, Canada, Continental US, etc.
Community Involvement
Participate in yearly 5K walk/run to help raise money and awareness to the particular organization.
Musicfest Volunteer
References
Professional references:
Dohna Smith
Account Relationship Specialist
Global Corporate Services, Ltd.
An American Express Company
18850 N. 56th Street
Phoenix, AZ 85054
abpzjh@r.postjobfree.com
Todd O'brien
Amex & VIP Reservations Supervisor
Travel Impressions, Ltd.
An American Express Company
90 S. Commerce Way, Suite 200
Bethlehem, PA 18017
1-800-***-**** ext.7096
abpzjh@r.postjobfree.com
Jason Staples
Inside Sales Specialist
Travel Impressions, Ltd.
An American Express Company
90 S. Commerce Way, Suite 200
Bethlehem, PA 18017
1-800-***-**** ext.7166
abpzjh@r.postjobfree.com
Nina Salazar
Supervisor, eCommerce Dept.
Travel Impressions, Ltd.
An American Express Company
90 S. Commerce Way, Suite 200
Bethlehem, PA 18017
1-800-***-**** ext.7076
abpzjh@r.postjobfree.com
Maureen Walker
Service Delivery Support Desk
Travel Impressions, Ltd.
An American Express Company
90 S. Commerce Way, Suite 200
Bethlehem, PA 18017
1-800-***-**** ext.7739
abpzjh@r.postjobfree.com
Kelly Tierney
Account Manager - Sandals, Beaches, Royal Plantation and Grand Pineapple Beach Resorts
Travel Impressions, Ltd.
An American Express Company
465 Smith Street
Farmingdale, NY 11735
631-***-**** ext.2036
abpzjh@r.postjobfree.com
Heather Hendrix
Business Development Manager " Southeast US
Travel Impressions, Ltd.
An American Express Company
St. Petersburg, Florida
1-800-***-**** ext.2773
abpzjh@r.postjobfree.com
Eric Wismer
Service Delivery Support Supervisor
Travel Impressions, Ltd.
An American Express Company
90 S. Commerce Way, Suite 200
Bethlehem, PA 18017
1-800-***-**** ext.7124
abpzjh@r.postjobfree.com
Rachael Feidler
Service Delivery Support
Travel Impressions, Ltd.
An American Express Company
90 S. Commerce Way, Suite 200
Bethlehem, PA 18017
800-***-**** ext.6886
abpzjh@r.postjobfree.com
Daniel Cardona
Reservations Specialist
Travel Impressions, Ltd.
An American Express Company
90 S. Commerce Way, Suite 200
Bethlehem, PA 18017
1-800-963-AMEX ext.6908
abpzjh@r.postjobfree.com
Felecia White
Reservations Manager
Travel Impressions, Ltd.
An American Express Company
90 S. Commerce Way, Suite 200
Bethlehem, PA 18017
1-800-***-**** ext.7020
abpzjh@r.postjobfree.com
Donna Harvey
Product Administrative Manager
EMEA Destination Team
Travel Impressions
An American Express Company
465 Smith Street
Farmingdale, NY 11735
631-***-**** ext.2670
abpzjh@r.postjobfree.com
Jessica Smith
Price Match Coordinator
Travel Impressions, Ltd.
An American Express Company
90 S. Commerce Way, Ste 200
Bethlehem, PA 18017
1-800-***-**** ext.7563
abpzjh@r.postjobfree.com
Randolph TenEyck
Amex & VIP Reservations Agent
Travel Impressions, Ltd.
An American Express Company
90 S. Commerce Way, Suite 200
Bethlehem, PA 18017
1-800-963-AMEX ext.6940
abpzjh@r.postjobfree.com
Tahera Mohamedali
Special Services Reservations Agent
Travel Impressions, Ltd.
An American Express Company
90 S. Commerce Way, Suite 200
Bethlehem, PA 18017
1-800-***-**** ext.6881
abpzjh@r.postjobfree.com
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