Brad A. Lawrence

***** ********** *****

Jacksonville, FL 32224

904-***-****

ade4qy@r.postjobfree.com

Objective

Eager to find a position offering long term potential and career progression were my knowledge of effective communication as well as organisational and mentoring skills can be utilised for mutual benefit.

Skills

Experience of supervising and working within a team involved compromise, commitment, planning, organization and time management.

Excellent communication skills including tact and diplomacy with customers, vendors, team members and other ancillary associates of the company.

Advanced aviation knowledge including, equipment, flight tracking and worldwide airport locations.

Proficient knowledge of Microsoft Outlook, the Sabre and Apollo GDS systems and Internet.

Basic knowledge of French and German.

Clean Florida driving licence.

Work History

2018 to present

Specialized Corporate Travel Consultant

American Express Global Business Travel

I was brought on as a dedicated agent for the IBM team. However, within six months I was already placed on special teams to handle other accounts requiring assistance with transitioning from one GDS system to another. Before finishing my first year I had been assigned to the GSK and IBM teams jointly including their VIP and top executive line. I have also been asked to take on the role of a team lead to assist less productive and new agents to keep the team in accordance with set skill goals, KPIs and to remain within the clients contractual compliance.

2017 to 2018

Customer Experience Analyst

Working Solutions Inc., Jacksonville FL

Working Solutions outsource contract agents for Egencia, the corporate travel division of Expedia. My position was to communicate daily customer survey responses respective of their business units to the department managers, director, senior director and client liaison using the Qualtrics system. I used the internal company social media site to communicate with the agents as to the current monthly standings and post praise for those agents who had received outstanding results. I was also responsible for researching substandard survey results to determine if these were being properly accredited to the agent listed. If not, a dispute case would be presented to have them transferred to the correct agent or disassociated completely. Substandard surveys found to be correctly associated would then be forward to a supervisor to provide coaching. I created a weekly presentation on how to increase survey results designed for supervisors and managers to use when coaching agents. At time I would be asked to provide or assist senior management with analytical reporting of daily, monthly or annual information.

2010 to 2017

Team Lead

BCD Travel/ Deloitte Travel Services, Jacksonville, FL

I began my career with BCD Travel as Senior Travel Consultant handling the implementation of reservations for over 30,000 employees of Deloitte and Touche. As a senior position, it was required for me to assist from the recruit level to their top executive level staff. After a year, I was promoted to be a designated consultant on the Principle, Partner and Directors line, and a year after that was promoted as a designated email response agent. In 2014, I accepted the promotion to team lead. My main responsibility in this job was to assist, teach and coach consultants as they required information throughout the day via an internal phone line. My other duties included assisting management in a variety of tasks. These included but were not limited to; running reports for phone statistics and productivity, setting up one-on-one coaching sessions for new or confused employees, and contacting clients that required special assistance.

2006 to 2010

Dedicated Customer Service Professional

Unisource Worldwide Inc., Jacksonville FL

I worked in the Northeast Packaging Division and had been assigned as a Dedicated CSP for select clients. My daily activities were responsible for the processing of orders from start to finish received via phone, fax or e-mail. Reviewing orders that do not meet minimum requirements for profitability and offering to up-sell. Co-ordinating between the customer and the vendor over issues of price, quantity, quality and delivery. Process returns and credits for incorrect or damaged product. Recommend changes in process and procedure based on customer feedback. As well as other activities assigned by the team lead. After a six-month performance review, I was found to have met the goal expectations set for one year of service, and found to be contributing in my position for the team as a whole in its’ annual goals.

2001 to 2006

Sales Agent

GoGo Worldwide Vacations, Jacksonville Beach FL

My position required detail arranging of travel reservations for airline, hotel, car hire and tours from the company’s wholesale product line. This was accomplished through telephone sales. Supplementary duties included, but were not limited to; the documentation and reconfirmation of these arrangements, accurate accountancy of payments and receivables, general office organization and assisting management in marketing the company through promotion and acquiring new clients.

1995 to 1998

Group Housing Co-Ordinator/Reservations Supervisor

Interstate Hotels/Marriott at Sawgrass Resort, Ponte Vedra FL

My main duty was bringing into proper order reservation requests for incoming groups of guests and co-ordinating that with all departments. I arranged all necessary requests for celebrity and VIP guests, and held post as liaison/advisor or foreign guests and dignitaries. I responded to various tasks in assistance to the departmental head including, inventory control, advance deposits and training. I also participated in various on property committees such as quality management, loss prevention and safety and community charitable events.

1993 to 1995

Marketing Representative

Travelink Tours and Places to Go Tours, Ft Lauderdale FL

My duties and responsibilities here included promoting the company in trade shows and sales blitz, co-ordinating familiarization trips and organizing collateral material such as brochures and fliers. Within office I assisted with reservations and documentation when needed and handled select retail corporate accounts. Companies merged in 1994.

Education

1993 to 1994

Associated Schools Inc.

North Miami FL

Travel industry trade school designed to give a full aspect training of the industry with details primarily in reservations, tariff comprehension and international ticketing agreements. I graduated top of my class and was also voted by my peers as top student.

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