Customer Service Operations Manager

Andre’ D. Frazier

**********@*******.*** 973-***-****

Professional Summary

My ability to facilitate process improvements resulting in cost savings and increased efficiency of travel practices has made me successful as a corporate and entertainment travel operations management professional. I am especially experienced at guiding the resolution of large complex travel projects.

I have been very successful in my career supervising, training, and developing Travel Consultants to consistently complete, and confirm traveler’s request accurate by recommending the implementing of various technology and web-based resources.

I have vast experience with the request for proposal process used to negotiate vendor contracts for hotels, car rentals and airline ticketing contracts.

Skills

Successful with vendor relations, contract maintenance and negotiations.

Extensive knowledge of all domestic and international travel regulations, customs, and currencies exchanges.

Expert knowledge of GDS systems, which include Apollo, Sabre, Amadeus, Worldspan, Travelport Smartpoint, Also, third party software which includes GetThere, Cornerstone, Concur, Complete, Sales Force, and NDC applications.

Highly developed client relation skills and the ability to provide individual clients with appropriate suggestions and recommendations.

Excellent customer service and communication skills including experience in speaking to large groups or crowds.

Strong proficiency with MS Office 365 applications (which include Word, Excel, PowerPoint), also the use of Outlook and PCs (which include operating systems). Experience with Google Mail and Google Docs.

Knowledge and experience with implementing and maintaining software. This includes call routing and soft phone systems.

Effective results-driven administration of employee training and development.

Experience

Travel One Inc, Minneapolis, MN

12/22- 3/24

Senior Corporate Travel Consultant

Provide multiple corporate clients with consultation to meet their domestic, international, and group travel requirements.

Reed & Mackay Travel, New York, New York 5/2020 – 11/2021

Strategic Operations Manager

Managed a staff of 4 Travel Consultants dedicated to a Global Finance Management Firm. Including making reservations for the US CEO and family.

Partnered with the client’s Travel Management teams in the US and UK to achieve the client’s travel objectives and faithfully adhere to client’s travel policies.

Directed staff’s COVID 19-related responses prior to traveler’s departures to ensure they are advised of the travel guidelines required for Domestic and International travel.

Successfully analyzed staffing needs to support the strategic distribution of projects to meet client’s service level requirements.

Supported reconciliation of client’s monthly T&E reports.

Continuously interacted with company IT Support team for process improvements when required.

SEG Travel at Sony Music, New York, New York 8/2010 – 12/2019

Operations Manager

Managed a staff of 11 Travel Counselors at three Sony Music locations: New York, Los Angeles, and Miami servicing travel for fifteen record labels.

Collaborated with the client’s Travel Manager and all levels of label management to accurately anticipate and resolve concerns and issues related to planned travel projects.

Completed travel request for the leadership of Sony Music, including upper executive management, heads of record labels, A-list artist, coordinated group travel for music award shows, festivals and venues.

Closely monitored and directed daily travel requests and group travel project workflow.

Maintained communication with all vendors and third-party contacts to ensure contractual agreements are met.

Assisted with BTA reconciliations and ad-hoc reports to enhance current and future client travel planning.

Reported and assisted with resolving computer and telecommunications systems issues.

CWT at Novartis Pharmaceutical East Hanover, New Jersey 5/2003 – 4/2010

Onsite Supervisor.

Supervised a staff of 15 International and VIP corporate travel counselors.

Confirmed VIP travel request were accurate and monitored needed to inform traveler of any changes required in advance.

Created quarterly reports that included travel statistics and monthly staffing analysis.

Daily correspondence with all levels of upper management with CWT and Novartis via Outlook

and Lotus Notes extensively.

Assisted with the daily maintenance of all computer equipment, Sabre updates, telecommunications for call routing.

Lead contact for vendor services with CWT at Novartis.

American Express at Novartis Pharmaceutical East Hanover, New Jersey 6/2000 - 5/2003

Onsite Supervisor.

Supervised a staff of twelve International and VIP corporate travel counselors.

Assisting with the bookings of reservations and the daily operations of the client’s U.S and European travel onsite locations.

Lead contact for customer service, vendor relations, all technical issues.

Assisted with the implementation of the office system upgrades.

Responsible for re-routing of phones, numbers, and call allocations.

Education

Rutgers University School of Arts and Science – Newark NJ campus

Completed three years of coursework in Media Communications

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