Customer Service Data Entry
Resume:
Tonya Whitaker-Jones
*** ****** ****, ****** ***** Carolina 27703
**************@*****.***
Professional Summary:
Organized and proficient travel professional focused on putting passengers at ease and promoting a positive travel
experience.
Skills:
• Customer Service Specialist
• Concur, Apollo, Sabre, and Worldspan experienced
• Federal Aviation Administration (FAA) Regulations compliant
• Active listening Skills
• Passion for the travel industry
• Expert problem solver who is calm under pressure
• Reliable and able to work unsupervised
• VIP service specialist
Education:
• Travel Agent Certification, November 2000
Omega World Travel Agents School, Jacksonville, North Carolina
• Basic Law Enforcement Certification, September 1996
North Carolina Department of Correction, Wilmington, North Carolina
Certifications and Memberships:
• Certified Travel Consultant with IATAN
• Apollo, Sabre, Turbo Sabre and Worldspan GDS Systems Certified
• SunGard Higher Education Banner System Certified
• Concur Travel Business and Travel Management Certified
• Society for Collegiate Travel and Expense Management Member (SCTEM).
Work History:
Afterhours/Emergency Travel Consultant
Adtrav Travel Management, Birmingham AL
October 2012-Present
• Address passenger concerns about cancelled and delay flights and resolve the issue.
• Maintain a positive and friendly demeanor when dealing with distressed passengers.
• Effectively mange high volumes of inbound customer calls.
• Defuse volatile customers in a calm and friendly manner.
• Accurately document, research and resolve customer’s issues.
• Resolve service, pricing and technical problems for customers by asking clear and specific questions.
• Work as liaison between customers, airlines and hotels.
• Effectively book domestic and international travel for corporate clients using Sabre and Worldspan GDS
systems.
• Exchange and refund international and domestic tickets.
• Administrative duties including data entry, customer service, filing, faxing, answering phone call and emails.
Administrative Support Supervisor/Travel Office
North Carolina Central University, Durham NC
April 2007-September 2011
• Supervised staff of four (4) travel clerks.
• Efficiently processed travel authorization and reimbursements for all staff, students and university visitors.
• Coordinated study aboard programs with the University International Affairs Department.
• Coordinated travel with the University Athletics Department for all teams, coaches, directors and
administrators.
• Followed guidelines set forth by the State of North Carolina, North Carolina University Board of Governors,
and US Department of State.
• Wrote and updated University travel manual and policies.
• Efficiently trained university staff on Concur and university travel processes by holding travel training
classes.
• Complied financial reports pertaining to cash receipts, BTA accounts, expenditures and profit and loss
statements.
• Facilitated inter-departmental communication effectively.
• Negotiated discounted rates from hotels for University travel
• Administrative duties including data entry, customer service, filing, faxing, answering phone call and emails.
Travel Consultant/Travel Coordinator
Travel Management Partners, Jacksonville, NC
June 2002 – February 2004
• Effectively booked domestic and international travel for corporate clients using Sabre and Apollo GDS
systems. (Air, Cars, Hotels and Rail)
• Exchanged and refunded international and domestic tickets.
• Coordinated meeting, conventions and receptions for VIP clients.
• Computed cost and quotes for clients travel.
• Managed ongoing travel needs for multiple executives from various world class organizations.
• Administrative duties including data entry, customer service, filing, faxing, answering phone call and emails.
Federal Government Travel Agent
Omega World Travel, Jacksonville, NC
October 2000 – June 2002
• Effectively booked domestic and international travel for corporate clients using Sabre and Worldspan GDS
systems. (Air, Cars, Hotels and Rail)
• Exchanged and refunded international and domestic tickets.
• Computed cost and quotes for clients travel.
• Maintained confidentiality for federal employees including: U.S. Attorney’s Office, FDIC, U.S. Bureau of
Prisons, and Bureau of Indian Affairs
• Taught training seminars on Sabre GDS, Worldspan GDS Systems and account specifics to new hires
• Managed ongoing travel needs for Federal employees.
• Administrative duties including data entry, customer service, filing, faxing, answering phone call and emails.
Correctional Officer / Visitation and Travel Officer
North Carolina Department of Correction, Vanceboro, NC
April 1996 – March 2000
• Supervised a team of 10 – 20 officer and of over 200 adult male medium custody inmates
• Efficiently followed guidelines regarding custody of inmates set forth by North Carolina Department of
Correction.
• Scheduled visits, telephone calls for inmates, family, clergy and attorneys.
• Supervised visitation for inmates on a weekly and emergency basis.
• Coordinated travel arrangements for staff and inmates.
• Wrote travel procedure manual for Craven Correctional Institute.
• Administrative duties including data entry, customer service, filing, faxing, answering phone call and emails.
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