Customer Service Manager

Location:

Posted:

March 02, 2015

Resume:

Effective, results driven leader with the proven ability to develop departmental standards, implement benchmarks, and foster a productive

team environment. Highly analytical and creative with experience leading successful travel teams. Proven track record in significantly

improving operational efficiency.

Professional Experience

Courtesy Travel Services 2013 – Present

Operations Manager

Manage client relationship.

Ensure smooth onboard transition of new clients by developing account specific pages for online booking, implementing travel

policies, developing customer profiles for client’s individual travelers, and creating monthly client expenditure reports.

Communicate all client deliverables to ensure customer satisfaction.

Coordinate and lead client meetings to ensure expectations are being met.

Prepare all materials for client meetings.

Maintain client database with all current contact information.

Manage travel office for association management firm under the meeting planning and event services department.

Prepare financial reports (including missed savings/exceptions, ARC settlement reports, and unused/exchanged ticket report) for

senior management and customers.

Schedule phone coverage in office, optimizing client coverage in multiple time zones.

Conduct employee reviews, provide constructive feedback, recommend necessary training, and administer corrective plans of

action for staff. Manage interviewing, hiring, and training process.

Improve office efficiency by implementing standard operating procedures, (including account specific guides and updated

customer profiles), and establishing company benchmarks.

Develop and maintain training materials, ensuring consistency in the customer experience and reducing company turnover.

Design and deliver presentations to staff, management, and customers introducing new industry products; including

demonstrations of booking Southwest web fares on Company’s online booking tool.

Authorize settlements on Customer Service Issues, negotiated recovery from vendors for agent errors, and provided mentoring

and guidance to agents, resulting in reduction of Company payouts and improved customer service.

Prepare complex international reservations for executive level and other VIP travelers, ensuring white glove treatment while using

contracted rates.

Carlson Wagonlit Travel 2005 – 2013

Lead Agent/Interim Branch Manager/International Corporate and VIP Travel Agent

Effected positive change by enacting procedures that resulted in team meeting terms of service level agreement by answering

80% of in bound calls in 20 seconds or less.

Organized and managed 12 agents and support staff, resulting in reduced customer service complaints and improved customer

experience.

Prepared monthly credit card reconciliation report and analyzed exceptions report for senior management and client, resulting in

the client reducing costs for out of compliance travel expenditures.

Prepared complex international reservations for executive level and other VIP travelers, ensuring white glove treatment while

using contracted rates.

Managed most complex customer calls, resulting in improved client relations and being requested by name for customer issues.

Authorized settlements on Customer Service Issues, negotiated recovery from vendors for agent errors, and provided mentoring

and guidance to agents, resulting in reduction of Company payouts and improved customer service.

American Express 1999 – 2005

Leadership Development Coordinator (LDP)

Acted as a liaison between the staff and management, and provided mentoring and guidance to agents, fostering positive office

morale and ensuring office efficiency.

Prepared reports for senior management to report work of LDP team.

Interviewed and hired staff for LDP team and assisted in interviewing for general call center staff.

Managed inter departmental coordination to address any open training deficiencies and ensure smooth day to day operations of

call center.

Coordinated corporate travel arrangements for IBM business travelers, customers and contractors, ensuring proper

implementation of IBM’s corporate travel policy and overall customer satisfaction.

Maintained and updated accurate traveler profiles, reducing operational errors and improving efficiency.

Improved Quality Control by focusing on reservation consistency, timely ticket delivery, and customer travel policy pre audit.

Lead four Employee Satisfaction Teams on projects focusing on diversity, customer quality, customer satisfaction, and employee

satisfaction.

Colleen L Moore 703-***-**** *******.*.*****@*****.***

Compiled and edited two Diversity Cookbooks, facilitating team building and improving office morale.

Planned Diversity Conference at call center and coordinated efforts with citywide conference team.

Provided accurate and efficient travel reservation for Domestic, VIP and International Travelers.

Education

Bachelors of Arts

University of Maryland (1996 1999)

Majors: Women’s Studies and Medieval History

Skills & Technologies

General Computer Computer Reservation Systems Accounting Software

MAC OS, Microsoft XP, Vista, Windows 7, Sabre, Apollo, Get There Online Reseller Trams

Windows 8, Access, Excel, PowerPoint, Certification

Word, Publisher, Outlook

Colleen L Moore 703-***-**** *******.*.*****@*****.***

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