Customer Service Sales

FELIX E. GIRARD

**** * ***** ** ***-***

Las Vegas, NV 89130

Phone: 702-***-****

E-mail: *******@***.***

SUMMARY

Over ten years of new business development, partner relations and evaluations, public relations and

promotion management. Successful record of accomplishment in client acquisition, contract negotiation

and special projects management. Activities include budgeting, managing and motivating team members

to accomplish goals on time and on budget. Ability to multitask accurately in a fast-paced environment.

Nine year track record of exceeding company goals. Adept at building long term business relationships.

PROFESSIONAL EXPERIENCE

LOST FLIGHT GROUP, Las Vegas, NV May, 2014-Present

Research and Exploration association of historical aircraft experts (LFG) tasked with exploring Milli

Atoll in the Marshall Islands for new clues to solve the lost flight of Amelia Earhart.

Partner Development Manager, LFG Las Vegas

Initiates and facilitates partner funding relations for the completion of Marshall Islands exploration and

video documentation of evidence pertaining to the Amelia Earhart unsolved mystery. Develops and

publishes LFG website www.lostflightgroup.com

HOLIDAY SYSTEMS INTERNATIONAL, Las Vegas, NV May, 2005-May, 2014

Premiere International Property Exchange and Travel Services provider ( HSI) featuring condos, hotels,

tour packages, sports travel packages, flights and cruises offered to members only.

Business Development Manager, HSI Las Vegas Corporate Offices

Increased travel partner relations by 30% to expand company resources for providing cruise, hotel, resort,

tour and sports travel package offers to customers. Manages and evaluates performance of team members

and develops new programs to move the company forward.

• Created a system to assure maximum travel partner utilization by Account Agents to increase

bottom line. Developed tools and information technology for better cross selling and up selling.

• Evaluates business partners according to Partnership Evaluation Procedures ensuring all

requirements and financial guarantees are met.

• Communicates with partners on wholesale and commissionable rates, new product, co-op

promotions and training opportunities.

• Works with IT personnel to resolve any automation issues required to implement procedures.

• Manages Business Development and Spider Team members to provide content and special offers

for email blasts and website promotions.

• Provides feedback and management input for performance metrics and evaluation of procedures.

Manager, Special Products & Services, HSI Las Vegas Corporate Headquarters

Improved management and operation of certificate award programs. Manages day to day department

operations to achieve company goals and cut costs while maintaining excellent customer relations and

member satisfaction.

• Cut program costs by 18% net during first year of program management.

• Achieved performance category ratings of “excellent” for high quality performance at all levels

of current services.

FELIX E. GIRARD Page 2

• Drives department growth and improvements for future member services.

• Provides training, motivation policy and procedures for Agent Services to members.

• Works with business partners to increase savings, control costs and improve member benefits.

• Resolves escalated customer misunderstanding and complaint issues, including BBB resolutions.

EXPEDIA, INC., Las Vegas, NV 2003-2005

World’s largest internet based travel agency (Expedia.com) featuring special vacation packages, flights,

hotels, cars and cruises.

Cruise Account Agent, Las Vegas Service Center

Improved cruise sales revenue and quality of service in high volume call center featuring all major cruise

lines. Accomplished excellent results by providing effective communication skills and the ability to

perform under pressure.

• Achieved sales performance over 150% of company revenue goals and created a high rate of

repeat customers.

• Earned company recognition for high quality customer satisfaction on a consistent basis.

• Chosen to participate in “Bridge the Gap” corporate committee to improve day to day working

relationships between sales and customer service support departments which resulted in a 30%

reduction of conflicts escalated to higher management.

• Achieved a 4.0 out of a possible 4.5 job performance rating by consistently exceeding company

expectations for quality.

• Selected to contribute ideas to the Expedia Quality Assurance Focus Group, Commission

Planning Committee and the Norwegian Cruise Line Issues Seminar. Corporate Challenge team

member and corporate awareness “Walk a Mile in My Shoes” participant.

• Received Expedia MVP Award.

EDUCATION

Bachelor of Science Degree, University of Houston

Major in Communication Arts. Graduate studies in Marketing, Public Relations, Business Law and Journalism.

MILITARY SERVICE

Veteran, U.S. Army Special Troops

PROFESSIONAL AFFILIATIONS

Academy of Television Arts & Sciences (EMMY)

National Association of Record Industry Professionals (GRAMMY)

CLIA and IATA travel industry affiliations

CableACE Awards Judge

NIMA (Infomercial) Awards Judge

CERTIFICATIONS

Certified Cruise Tour Specialist, Royal Caribbean International

Certified Cruise Specialist Plus, Norwegian Cruise Line

Commodore Status, Princess and Cunard

COMMUNITY AFFILIATIONS

Former Chairman Cable Franchise Committee Simi Valley, CA

Former member Ventura County Water Resources Board

Former member State of California Cablecasting Committee

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