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Customer Service Administrative Assistant

Kingsland, GA
March 23, 2018

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Felicia K. Allen

*** *** ******, ***** ****’s, GA 31558



Leveraging my 14+ years of Customer based skills, Call Center and Administrative skills to obtain an Administrative/Clerical position

Professional Abilities and Experience

- 2009 Consumer Travel Network Pacesetter

- Strong analytical skills including root cause analysis

- 14+ years of experience in all aspects of the Travel Industry

- Extensive experience working in MS Office Suite (PowerPoint, Excel, Word, etc.)

- Adapts to new projects with ease gaining a reputation as a hard working individual

- Efficient in personal time management as an individual contributor and self-starter

- Resourceful at problem solving and working under pressure

Employment History

2012-2017 / Performance Analyst / Acting Business Analyst I

2008-2009 Analytics and Information Management

American Express Consumer Travel

Subject Matter Expert for sales and revenue dispute processing for the entire US Counselor base

Led and attended several team and project related calls

Created project reports and data mined for root cause analysis

Member PNR Guideline and Ownership Creation Team

Primary tester for Employee Performance Database

2009 – 2012 Travel Research Administrator

Team Based Servicing

American Express Consumer Travel

Responsible for the maintaining and processing of the TBS Group Email and calendar

Created work flow processes for over 20 travel counselors

Maintained several assigned projects with ease and efficiency

Clerical/Administrative duties for 20+ team members and supported dual leaders with AD Hoc reporting, Customer Service Inquiry Disputes and PNR Guideline related issues

2001, 2003 – 2008 Executive Travel Counselor

Centurion and Platinum Servicing

American Express Consumer Travel

Administered all travel related request for premier travel clientele via inbound and outbound calls in a call center environment and back-up to Executive Administrative Assistant


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