Quality Service
Resume:
WORK EXPERIENCE
Business Travel Advisor
Travelink, American Express - Nashville, TN
March 2014 to March 2020
• Booking domestic and international flights, car rentals, hotel reservations, and car service in GDS
• Maintaining relationships with recruiting clients, bringing in new business from those relationships. Received many positive kudos and surveys
• working with wholesalers and commission
• group travel, securing hotel and flight blocks
• ticketing, quality assurance, schedule changes, exchanges. Queue maintenance. Email Team/ Air Team Lead
APAC Customer Service Inc. for Hotwire.com - Green Bay, WI October 2004 to February 2014
Email Team
• Respond to inbound emails in a positive and formal manner.
• Created outbound emails to alert customers of changes. Air Team
• Worked schedule changes
• Made outbound calls to process domestic and international exchanges.
• Answered inbound calls for exchanges and schedule changes.
• Proof-read other colleagues' phase IVs to confirm correct before ticketing.
• Ticketing.
Sabre Trainer
• Taught schedule changes and exchanges in saber to new air team members during 2 week training classes.
• Reviewed debit memos with management and team, updated team weekly on policies and reduced them significantly Air Team Lead
• Continued Sabre Training and debit memo reports and education
• Ran daily reports for attendance and break percentage.
• Watched call volume and agent time on calls.
• Quality Assurance for calls, emails and schedule changes for a 20 person team. ANGIE
WANEK
Green Bay, WI
**********@*****.***
Willing to relocate: Anywhere
• Delivered weekly coachings for 20 team members, setting and reviewing goals with the team members.
• Weekly meetings with Hotwire management in San Francisco. EDUCATION
High school
SKILLS
• Sabre (10+ years)
• Business and Corporate Travel (5 years)
• Microsoft Office
• problem solving
• Quality Assurance
• Quality Control
• Management
• Quality Inspection
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