Customer Care Manager
Resume:
Valerie A. Schensnol
Wrentham, MA 02093
**********@*****.***
*/**/** – Current FCM Travel Solutions Emergency Customer Care Team
Virtual Corp Agent. U.S. A & Canada
Team handles all after hour emergency needs for US & Canada corporate accounts. 24/7 service
It is our responsibility to review and adhere to each company’s specific travel policy and assist the travelers with immediate assistance and finalization of re-scheduling including but not limited to ticket re-issue due to flight delays, re-routings or cancellations, hotel & car assistance and any weather related issue causing delay of travel.
7/21/15 FCM Travel Solutions Corp Agent for FM GLOBAL
Handles the day-to-day travel needs of corporate business accounts. Maintaining solid relationships with the corporate clients by delivering exceptional customer service, and exceeding client expectations in every interaction in relation to:
1. Travel Management
Understanding and anticipating client needs and travel preferences
Responding quickly and proactively to client requests
Resolving client complaints
Ensuring accurate and timely presentation of clients’ travel documentation
2. Teamwork and Communication
Actively contributing at meetings with Team Leaders and BDMs to keep them
abreast of client accounts and any information which is likely to impact
(either positive or negatively).
Sharing information with fellow Travel Managers and Team Leaders to
ensure a united, consistent, and professional approach to client account
management.
3. Office Systems and Processes
Contributing to the development and maintenance of office systems and
Processes associated with accounts
Ensuring that all client account information is up to date so that a thorough
knowledge and understanding of the account can be made by simply reading
the client file.
1993-2015 King Philip Travel, Wrentham, MA 02093 - Travel Manager
Responsible for fulfilling Corporate and Leisure Travel Customers travel
related requests for airline ticketing arrangements, hotel accommodations
and car rentals to result in profitability.
Duties and Responsibilities:
-Meet and exceed customer expectations by managing customer service to agreed
levels related to telephone, quality, and productivity and by providing value added solutions & recommendations.
-Maintain knowledge of preferred vendor programs. Execute and direct the completion of personnel recruiting, hiring, training, development, motivation, and separation.
-Manage the performance of direct reports using QuickBooks.
-Proven ability to close sales and cross-sell additional products and services.
-Ability to work well under pressure and effectively multi-tasking while maintaining professional rapport with customers.
-Proficient in airline terminology, codes, fare basis, airline rules and tariffs, resource guides, books, and industry contacts
-Experienced with SABRE SYSTEM and commission tracking
-Extensive domestic and international destination knowledge through training, group travel and personal travel experiences. -Demonstrated internet research skills for customer information
1981-1986 Medfield Travel Service, Medfield,Ma 02056 – Corp Travel Agent
1976-1981 – King Philip Ballroom, Lake Pearl, Wrentham, MA 02093 Catering Mgr
Facility located on 30 acres of lakefront property accommodating over 2000
on park-like grounds & up to 1000 guests for private functions.
Responsible for the co-ordination of marketing catering sales for the 3 major
business sectors: Park Recreation, Wedding Receptions, & Banquets.
Education
King Philip High School, Wrentham, MA
Travel School of America, Newton, Ma,
Dean College, Franklin, Ma
American Airlines Sabre Computer Training
Tariff/Ticketing Course A.R.C. Area Settlement Plan Course Entrepreneurial Training Program Course
Val Schensnol, a travel mgr/consultant with 30 plus years’ experience in the travel/hospitality management industry. She has travelled the world to better serve her client’s needs, both corporate & leisure. Always a ready volunteer, she has served on several charitable committees such as the Friends of Wrentham, Kennedy Donovan Center, Holiday Wish, American Vet Dogs and numerous other fund raisers. An avid outdoors woman, Valerie enjoys gardening, golf, music & boating. She resides in her hometown of Wrentham, MA with her family.
References available on request
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