CONTACT

Address : COLUMBUS, OH *****

Phone : 614-***-****

Email : ad2uv8@r.postjobfree.com

SKILLS

• Contract Management

• Recordkeeping

• Consulting

• Staff Supervision

• Document Management

• CRM Software

• Insurance Verification

• Negotiation

• Medical Terminology

• Customer Service

• Best Practices Implementation

• Relationship Building

• Discretion and Confidentiality

• MS Office

• Decision Making

• Team Leadership

• Organizational Skills

• Creative Thinking

• Adaptability

• Conflict Resolution

• Task Prioritization

• Cross-functional Collaboration

• Problem Solving

• Risk Assessment

• Multitasking and Organization

PROFESSIONAL SUMMARY

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

WORK HISTORY

Third Party Services Coordinator, 01/2023 to 10/2023 Wheels Up - Columbus, OH

Client Services Member Representative, 07/2022 to 01/2023 Innosource For Wheels Up - Columbus, OH

Travel Desk Manager, 11/2017 to 07/2022

JP Morgan Chase Credit Card Services - Columbus, OH Increased efficiency by streamlining coordination processes and confirming all flight and passenger information correct.

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Managed timelines for successful completion of missions by ensuring aircraft, pilots and crew passed Wheels Up standards by utilizing Wyvern and Argus.

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Worked with Mission Planners, and Certificate Ops Teams responsible for Scheduling, Ops, Weather, Flex and Delay, FBOs, Catering, Transportation, and "Nowrow" for AOG aircraft.

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Maintained all spread sheets and reports required by Wheels Up and FAA, including passenger Travel Documents, Attestations, Custom Stops, and FBO requests.

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Enhanced client satisfaction by promptly addressing inquiries and resolving issues.

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Front Line representative responsible for creating, quoting, and booking private aircraft, car service, rentals, catering, or any other requirement the Member might have.

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Collaborated with and supported our "Control Center" and "Current Day" agents, as well as our Account Managers and Sales Team

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Nurtured long-term relationships with clients through consistent follow-up and personalized attention.

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Provided exceptional customer service, leading to increased client retention rates and relationships.

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Supported front line representatives with negotiating solutions due to customer issues and escalations while maintaining optimal service levels and continue developing staff abilities.

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Authorized replacements and refunds to satisfy customers and resolve situations.

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LISA SOUZA

Hospice Caregiver, 01/2007 to 07/2017

Self Employed Services - San Francisco, CA

Implemented organization wide customer service initiatives to increase quality, performance, and customer satisfaction.

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Supervised a high-performing team of travel consultants, fostering a positive work environment and supporting professional development.

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Effectively resolved escalated customer service issues, maintaining professionalism under pressure while preserving client loyalty.

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Reduced errors in bookings by implementing thorough quality control measures for all confirmed reservations.

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• Developed strong relationships with key vendors. Coordinated complex itineraries for VIP clients, catering to specific preferences while adhering to budget constraints.

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Assisted clients in navigating travel disruptions such as cancellations or delays, providing timely updates and alternative arrangements when necessary.

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Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.

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Enhanced patient comfort by providing compassionate end-of-life care and support.

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Assisted in maintaining patients'' dignity by addressing their emotional, spiritual, and physical needs.

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Collaborated with interdisciplinary hospice team members to develop individualized care plans for each patient.

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Improved quality of life for terminally ill patients by performing routine personal care tasks, such as bathing, grooming, and feeding.

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Administered medications as prescribed, ensuring proper pain management and symptom control.

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Provided emotional support to patients'' families during the grieving process through active listening and empathetic communication.

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Maintained detailed documentation of patient progress and communicated updates to the hospice care team effectively.

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Promoted a peaceful environment through ambient music, aromatherapy and calming activities tailored to individual preferences.

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Assisted in the organization of funeral arrangements and memorial services per family preferences.

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EDUCATION

Vocational School Diploma : Hospice Nursing

Chattanooga State Community College - Chattanooga, TN

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