Manager Customer Service
Resume:
TRACY MENCHETTI
Apt. ***
Denver, CO 80206
Cell: 203-***-****
Email: adgf65@r.postjobfree.com
CAREER OBJECTIVES:
To apply my extensive travel and vacation guidance and expansive World travel knowledge and experiences within a professional organization to provide thorough assistance to my and our valued customers. I’m an organized and efficient individual with over 30 years of retail, corporate and customer service work experience and would be a great asset for your dynamic travel company.
PROFESSIONAL EXPERIENCE:
BCD Travel, Denver, CO
VIP Corporate/Concierge Consultant Sony Music Entertainment April 2018 to present
Assist the top 20 travelers in the entire Sony Music Entertainment organization to book both domestic and foreign itineraries, and proactively resolve customer and partnership vendors with a strong focus on quality customer service.
Work directly with the Travel Manager to ensure corporate policy is adhered to designated vendors and preferred vendors are utilized and markets shares reached.
Confirm, reconcile, balance and close client bookings. Process internal payments; facilitate customer and vendor pricing adjustments.
Actively communicate, document, and solve customer card disputes with: Discover, American Express, Visa and MasterCard.
Precising reconciling budgeted funds for each transaction are achieved.
Offer VIP service to traveler administrators and the travelers in order to achieve the highest level of customer service in the business.
Resolve customer conflicts with all aspects of situations presented on a day to day basis in the timeliness fashion.
GOGO Vacations, Hamden, CT August 2016 to February 2018
Assistant Team Lead/Travel Consultant
Consult, advise and book both domestic and foreign itineraries, and proactively resolve customer and partnership vendors with a strong focus on quality customer service.
Specialization in luxury retail travel products with extensive knowledge in Caribbean, Mexico, Europe, South Pacific and South East Asia.
Confirm, reconcile, balance and close client bookings. Process internal payments; facilitate customer and vendor pricing adjustments.
Actively communicate, document and solve customer card disputes with: Discover, American Express, Visa and MasterCard.
Researching, assisting, processing and communicating client insurance policy claims.
Annual Sales and Commissions totaling.
Maximize Margin Monster to our contracted travel agency partners.
Supporting corporate preferred company vendors: My Time Properties and Airline Partners to maximize office and corporate profitability.
Virtuoso specialist.
Licensed Agent with Covermore Insurance, within the State of Connecticut.
Liberty Travel, Hamden, CT: West Hartford, CT: Meriden, CT: Orange, CT May 2004 to August 2016
Manager/Team Leader
Primary responsibilities include establishing and managing the office annual operating budgets, business and staff development, sales, and customer service. Annual gains of $500k in commissions and annual sales of $3.8M and maintained on average a commission margin of 13.0%, with a budgeted commission margin of 11.8%.
Top 1% Most Improved Sales: 2010 to 2011 - $49,000 profit deficit to $18,500 annual profit
2005 President's Club Award - #4 most profitable of 166 retail stores – only top 20 stores recognized
Multiple month Most Profitable Office
State of Connecticut licensed insurance agent.
Bonded
WorldTravel BTI, Hartford, CT Mar 1998 to Aug 2003
Manager Onsite Operations
Operations Manager of eight satellite offices located in Connecticut and Massachusetts with gross revenue of over $11M. Implemented operating protocol in compliance with the onsite company's travel policy including set-up, security and maintenance procedures while adhering to established budget set forth by the company's Finance Department. Negotiated hotel, car, and airline contracts based on parameters and needs of onsite travel department. Direct liaison between WorldTravel and corporate customer, ensuring proper staffing levels, company philosophies, corporate travel policies are recognized and adhered to.
Start up Manager for John Hancock, Assa Abloy, Crompton Knowles, Kaman Aerospace, and DHL Danzas -servicing over 5,000 corporate travelers with over $18 million of gross annual business
Top Customer Service Recognition Award as voted by corporate customer
EDUCATION:
Gateway Community College, New Haven, CT Sep 2003 to Aug 2004
General Studies
Courses included Algebra, Communications, Anatomy and Physiology, Psychology, Chemistry, Physics, Spanish, and Literature.
4.0 GPA
Nursing major
The Academy for Business Careers/Stone Academy Hamden, CT Jul 1986 to Apr 1987
Travel and Tourism
Intense, consolidated course with training in Travel and Tourism with a strong emphasis in accounting.
Graduated 4.0 GPA
Member of Phi Beta Lambda – student professional organization - oldest and largest business and student organization in the country.
SOFTWARE/SYSTEM SKILLS:
Advanced training with Sabre Airline Computer System; Proficient in CalypsoNet, CalypsoNative, ShoreTel, Flight Express, ETracks, Proficient using the Microsoft Office Suite: MS Word, MS Excel, MS PowerPoint, MS Outlook and MS Mail.
PROFESSIONAL REFERENCES:
Are furnished and are available upon request.
Contact this candidate