Kenneth Conahan

Seasoned, multi-versed travel industry, customer service professional seeking opportunity in Travel or any industry where my skill sets will benefit an organization.

484-***-****

ad058w@r.postjobfree.com

Whitehall. PA 18052 (greater Philadelphia & New York City area)

Summary

Dear Hiring Manager,

I am writing to you to request consideration for any open, virtual/at-home/salaried position. I strongly believe I balance decades of office experience, as well remote work, in the Corporate Travel sector. I am very amenable to changing industries if my skill set will be of benefit to your organization. It is in the Travel industry where I humbly believe I have achieved & demonstrated maturity, technical acumen, critical thinking, exceptional customer care & never forgetting that I am part of a team. I am currently employed at a travel management company. I have 26 years’ experience in the travel industry in which I have learned and applied many skills:

Delivering exceptional customer service employing tact, empathy, listening and never forgetting that I am the voice of the Company.

Many years working and mastering Travel Technology tools.

Applying meticulousness and precision with all facets of travel.

Current and expert Apollo (14 years), Sabre (11 years), Worldspan (2.5 years)

A love and ability to steward clients’ travel.

Wholly working with a framework of compliance to company policy.

Exceptional multi-tasking ability.

COMPREHENSIVE worldwide destination knowledge from first-hand experiences and working in Corporate, Group and Leisure travel over 21 years.

HIGHLY VERSED with International Travel: destinations, entry requirements, parsing tariffs, fare rules, superior knowledge of airports, code shares, upgrade parameters.

I have developed a thorough understanding of optimal communications---oral & written---and humbly feel that I have tact and diplomacy in dealing with internal & external customers. On a professional level, I carry myself with integrity and energy. I fully understand the nature & parameters of the any job's listed duties for the position. I have considerable background and adaptability since I have worked in a variety of roles throughout my career.

Thank you for reading this and thank you in advance for your consideration.

Sincerely,

Kenneth Conahan

Work experience

Air & Hotel Operations Specialist

Travel Syndicated Technology

March 2022 to May 2023

Work with AAA call center agents in real-time to resolve complex airline/ticketing issues, including, but not limited to, airline exchanges, research into airline rules and applicability.

Research, across multiple sources, regarding booking and payment and vendor responsibility.

Liaise with Software Support regarding bugs in automated functionality.

Resolution of outstanding AAA Member issues regarding refunds involving multi-system programs for providing and delivering and detailing situation(s).

Provide comprehensive, but concise, information to AAA agents that is copied to Member.

Corporate Travel Agent

ATC TRAVEL MANAGEMENT - Lutherville-Timonium, MD; January 2019 to March, 2022.

Serviced incoming calls, emails & texts to advise, arrange & revise complex domestic & international travel for Corporate, Groups & Leisure.travel in virtual call center environment.

Achieved One Call Resolution with vast majority of calls.

Utilized informational material regarding client companies’ policies and advise and arrange accordingly.

Documented thoroughly when creating and/or revising reservations.

Assisted co-workers with Apollo GDS formatting & parsing of PNR history.

Resolved complex traveler challenges--pre-trip, during the trip and after the trip.

De-escalated heightened client issues using tact, empathy, listening, advising and drawing upon vendor resources (airline, hotel, etc.)

Working on an array of ever-changing software programs as business needs dictate.

Business Travel Consultant

Business Travel Consultant

Collabera (placed at American Express Global Business Travel) - Phoenix, AZMarch 2018 to June 2018

Worked in fast-paced, metrics-driven virtual call center fielding calls and emails for arrangement & revisions to highly complex international travel utilizing Sabre.

Reason for leaving: temporary, contract position

Corporate Travel Agent

Corporate Travel Agent

FCM TRAVEL - Montvale, NJNovember 2017 to January 2018

Arrange corporate travel (air, car, hotel, ground transport) from assorted clients in virtual call center environment with heavy emphasis on domestic and international car services.

Corporate Travel Agent

Corporate Travel Agent

BALBOA TRAVEL - San Diego, CAAugust 2017 to November 2017

Arranged corporate travel in virtual corporate travel call center with a high emphasis on written correspondence.

Worked on variety of GDS computer systems as dictated by individual client(s).

Reason for leaving: irregular schedule (overnights, followed by days, no stability, schedules meted out 3-4 days beforehand).

Corporate Groups Reservation Agent

Corporate Groups Reservation Agent

CHRISTOPHERSON BUSINESS TRAVEL - Birmingham, ALJanuary 2017 to April 2017

Arranged university travel including teams in virtual call/data center.

Facilitated vendor contracts for groups.

Reason for leaving: full time care required for dying parent.

Online Fulfillment & Support/Corporate Travel Agent

Online Fulfillment & Support/Corporate Travel Agent

TRAVEL & TRANSPORT - Omaha, NEJune 2013 to August 2016

Consulted and planned business travel including complex international travel.

Assisted clients with multiple online booking tools in regard to profiles & itinerary planning.

Fast-paced facilitation of Passenger Name Records for ticketing involving correction of online reservation errors.

Corroboration and improvement of all travel data in online bookings relative to faring, upgrades, policy adhesion.

Analyzed and resolved online booking tool errors and GDS-based errors.

Reason for leaving: medical issues

Group Travel Coordinator

Group Travel Coordinator

GLOBAL POINT TRAVEL SOLUTIONS - San Diego, CANovember 2012 to May 2013

Virtual position solely dedicated to servicing groups travel for self-help company's event travel.

Vendor liaising regarding air including charter flights, rooming lists for hotels.

Assisting with procurement of passports and visas.

Reason for leaving: highly melodramatic urgency of self-help clients' calls and emails.

International Travel Agent

International Travel Agent

SERCO GLOBAL SERVICES - Fargo, ND; June 2011 to November 2012

Researched & arranged all facets of international corporate travel.

Extensive verbal & written communications with travelers, travel arrangers and administrative assistants regarding travel parameters as well as advisement of client’s corporate travel policies.

Utilized strong working knowledge of international air pricing, rules & restrictions as international travel entry requirements.

Resolution of errors relative to client’s travel Web profile/booking source.

Group Leisure Travel Coordinator

TRAVEL IMPRESSIONS - Bethlehem, PA; August 2010 to June 2011

Fielded incoming calls from prospective clients re travel products & costs with heavy emphasis on destination weddings, cruises, Caribbean resorts.

Created contracts for agency regarding payments for groups travel.

Negotiated & liaised with vendors (air, hotel & ground) relative to prospective contracts.

Self Employed Stock Trader

SELF EMPLOYED - Easton, PA; May 2003 to August 2010

Traded stocks on a daily basis for both short term and long term sale/retention.

Extensive research of stocks' performances and forecasts.

Help Desk Manager

CENDANT HOTEL DIVISION - Parsippany, NJ; December 2001 to May 2003

Supervised staff of twenty relative to training issues, delegation of assignments, performance reviews, project management & compliance to procedures.

Responsible for call center service levels, call queues & analyzing center statistics.

Resolved escalated issues from Franchise Service Managers, hotels and travel agencies.

Researched and resolved technical issues regarding hotel reservation systems.

Corporate Travel Agent

ULTRAMAR TRAVEL - New York, NYFebruary 2001 to September 2001

Arranged all aspects of corporate travel for agency client (Viacom/MTV)

Supervisor

CARLSON WAGONLIT TRAVEL - New York, NY; February 1999 to February 2001

Managed all CRS operations including quality control, ticketing, queue

maintenance, independent audits, training, profiles, debit memos and scripts.

Consulted and advised Travel Manager & Account Manager regarding

enforcement and feasibility of company’s travel policies.

Resolved customer service matters relative to agency and/or vendor errors.

Supervisor/Technical Leader

ROSENBLUTH INTERNATIONAL - New York, NY; September 1997 to February 1999

Responsible for 25 direct reports’ performance appraisals, human resource issues, training needs, scheduling and staffing.

Accountable for installation, configuration, maintenance, programming of site software & hardware.

Performed all ticketing, international faring and quality control at site.

Corp.Travel Agent/Supervisor (promoted 1993)

MVI TRAVEL MANAGEMENT - New York, NY; September 1991 to September 1997

Responsible for all international faring, quality control, ARC (accounting), queue maintenance, ticketing, customer satisfaction for agency’s top account.

Assisted Operations Manager w/performance reviews & human resource iss

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