Customer Service Manager

V i rginia Vance

**Brewster Street # *** Glen Cove NY 11542/516-***-****

Summary:

Efficient, organized, detail oriented Travel Consultant with over thirty years experience in the travel

industry. Proven to work successfully in high volume, high pressure office environments as part of a team or

alone. I prefer to work with the most demanding of Corporate VIPs or High Profile clients.

Professional Skills:

• Provided travel arrangements both domestic and international to corporate and leisure clients.

• Provided hotel, car rental, limo and rail reservations domestic and international to corporate and

leisure clients.

• Negotiated air and hotel contracts for client groups and meetings.

• Provided pro forma invoices at clients request for a variety of reasons not limited to corporate

groups meetings, leisure groups, FITs and travel preapproval for my clients billable business travel.

• International Rate Desk experience at a major airline

• Developed and taught Travel 101 for a vocational education course.

• Developed a program and taught basic corporate travel skills to Travelers and Travel Arrangers.

• Created a quality control protocol for use in an agency setting

• Supervised Agency Staff and support agents

• Provided load factor statistics for a major airline for the purpose of crew and equipment scheduling.

• Proficient on Sabre and Apollo GDS systems

Work Experience:

American Express Business Travel January 2000 August 2013.

Worked as a Floater as well as being on dedicated client on sites. Clients included companies such as

Washington Post Companies Newsweek Magazine, Budget travel Magazine, Kaplan University, Havas

Worldwide, FRB NY and others. Provided all facets of business travel arrangements within client guide

lines. Received American Express Star Performer awards in 2000, 2001,2002,2003,2005 & 2008. Received

American Express Trendsetter Award in 2006. Received American Express Pacesetter Award in 2005 &

2008. Pacesetter is the highest level award for customer service in American Express.

T ravel Force USA- May 1999 January 2000.

A Temporary Agency specializing in providing Travel Support Staff and Agents to Travel Agencies and

Corporate Travel Departments. National Accounts included Arrington Travel of Chicago and American

Express.

Fert & Company New York, NY June 1989 May 1999

Senior Travel Consultant Corporate Travel and Groups, Assistant Operations Manager, Training

Coordinator, Corporate VIP agent.

World T ravel Specialists Group – L awyers T ravel New York NY

February 1988 December 1989.

Field Staff Support Agent for Lawyers Travel National Accounts.

EL AL Israel Airlines Ltd., New York, NY July 1978 April 1987

Reservations Agent, Rate Desk

Education: 1976 Graduate of Glen Cove High School

Professional Certificates received from British Airways and Lufthansa Tariff Schools for Travel Agents

ARC Ticketing Qualifier valid through 2011.

Civic Activities and I nterests:

Long Island Choral Society Board of Directors 1988 1996, 2001 2003.

Long Island Choral Society Stage Manager 1986 2001

Sinfonia Pacifica Stage Manager 1994 1999

Long Island Choral Society Historian 2000 present

References:

Available upon request

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