Susan Klauz

908-***-****

ad2n6q@r.postjobfree.com

Group Air Coordinator

Collette

August 2023-

Book group and individual air reservations.

Work closely with operations on providing related group travel services.

Manage, maintain, and organize pricing for both domestic and international itineraries.

Work within systems to properly use airline technology, codes, fare basis, and airline rules.

Maintain constant communication with clients and coworkers to provide updates on timelines, expenses, and other information.

Successful implementation and ongoing support of large cross functional projects, implementation, updating and maintaining contracts, and vendor/client relations.

Recommend creative solutions and develop best practices.

Client Relationship Specialist

Collette

May 2022- August 2023

Serve as the primary point of contact for travel professional and group leaders to meet customer demands and expectations through inbound and outbound calls.

Responsible for handling customer problems and complaints efficiently and professionally

Manage all required touchpoints flight schedule calls, hometown pick-up calls and other customer service activities.

Works closely with the Business Development Managers and multiple internal teams.

Reservations Supervisor

Harbor View Hotel

June 2020-May 2022

Supervises the reservations team, including, but not limited to scheduling, training, coaching and reviewing the Reservation Associate’s performance.

Meets and exceeds guest expectations by ensuring team provides positive and courteous service and teamwork.

Demonstrates knowledge of inn and guesthouse accommodations, guest services and local vendors. leads.

Facilitates all VIP and special requests.

Sales Manager

Select Italy

February 2019-June 2020

Build and lead a team of salespeople to help drive revenue. Motivated the team to generate leads, build client relationships, set targets to hit or exceed revenue forecasts, and ultimately meet customer needs.

Developed relationships with Vendors globally to ensure customer expectations are being met with every interaction.

Attended Travel and Trades shows to promote the brand.

Set up lunch and learns with Travel Agents and other industry leaders to provide them with information to set them up for success.

Responsible for issuing of all airline tickets and ARC reporting.

Travel Quality Manager

AAA Club Alliance

November 2017 to January 2019

Create, develop, and implement tools and other methods to continuously improve quality, efficiency and customer experience.

Manage and update knowledge management systems in line with the quality standards, procedures and process changes.

Quarterly reviews with Travel Agents to ensure they meet monthly targeted quality scores.

Retail Office Travel Supervisor

AAA Mid Atlantic

November 2006 to December 2017

Supervise and organize the workload of the Travel team.

Process T&E reports and handle reimbursements.

Responsible for ARC reports and debit memos.

Ensure compliance in all aspects of travel procedures.

Drive continuous improvement of Travel Programs.

Travel Agent

Liberty Travel

April 2002 to November 2006

Leisure Travel agent that assisted customers with all their trip needs. Followed up to assure they had a

positive experience and to build clientele.

Passenger Service Agent

Delta Airlines - Newark, NJ

May 1994 to February 1999

Assisting passengers at a high volume airport with their travel needs. Worked directly with code share

partners to ensure positive experience for passengers.

Education

Bachelor's

Montclair State University

Skills

Windows (10+ years)

Excel (10+ years)

Apollo (10+ years)

Salesforce (4 years)

Sharepoint (3 years)

CRM (8 years)

Travel Arrangements (10+ years)

Sabre (3 years)

Opera 1 year

Amadeus 1 year

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