Service Customer

Rajvinder Kaur

Ashburn, VA ***** 703-***-**** ***********@*****.***

Professional Summary

Accomplished and recognized service-oriented travel industry professional with over 20 years of experience in the airline, computer system, and travel agency environments. Track record of achieving exceptional results in sales and service. Successful at troubleshooting and handling customer support issues quickly. Multilingual and well-traveled with active listening, relationship-building, customer service and interpersonal skills. Adept at interdepartmental coordination and communications (including some financial support related tasks) and possess hands-on experience with Microsoft Word, Excel, and Outlook.

Accomplishments

Top Performer 2007

Pacesetter Award 2008

Pacesetter Award 2013

Key Skills

Problem solving, listen with empathy and quickly provide viable solutions.

SABRE and Amadeus proficient. Prior Apollo (Galileo) GDS experience

Excellent domestic and international knowledge

Experience in managing efficiencies and reducing

cost for the company

MS Windows, MS Office (Word, Excel, Power Point); MS Outlook.

Ability to learn new skills quickly, act on feedback constructively, and apply new knowledge immediately with the ability to identify learning opportunities

Work History

Virtual Senior Travel Consultant, 08/2006 to 10/2020

AMEXGBT – Ashburn, VA

Managed Account for the World Bank travelers while adhering to traffic regulations and rules while planning arrangements for foreign mission travel. Consistently handled World bank Annual Meeting travel every 3 years for Joint Secretariat Group consisting of 100 people or more, offering /suggesting carrier options, routing and to stay within cost limit, booking and issuing tickets.

Promoted the acceptance of fares, rates, and suppliers that match the client’s travel program policies and negotiated contracts. Applies discount programs appropriately.

Coordinated the transportation, accommodations, and itineraries for domestic and international trips for clients based on client’s needs, budgets, and expectations.

Handled customer service issues, including irate clients, missed flights, overbooked hotels, inconsistencies in itineraries and other last-minute problems.

Executing all administrative functions including answering incoming calls from internal customers, preparing travel authorization and documentation, providing expert mandatory visa requirement advice, non-contract carrier verification. Mastered World Bank’s Preferred Carrier and Travel Policy program Steadily improving capacity to accrue positive customer feedback and increase productivity.

Received letters of recommendation praising my professionalism, diligence, and creativity.

Adept at keeping the caller focused and moving the call towards a successful conclusion.

Demonstrated ability to observe, think logically and make good judgments.

Interacted effectively with co-workers to deliver quality assistance to clients.

Extremely adaptive and agreeable when dealing with a problematic or adverse situation but also capable to "stand my ground" and resolve the issue in professional manner while ensuring the customers highest satisfaction.

Led negotiations with suppliers to achieve optimal value for our client.

Travel Counselor May 2005-Aug 2006

TQ3 Navigant – Sterling, VA

Arranged travel accommodations for groups, couples, executives, and special needs clients.

Asked open-ended questions to better ascertain client needs and determine best international travel offerings.

Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.

Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.

Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.

EDUCATION

High School Diploma: 07/1990

Canossian Convent High School - Johor Malaysia

LANGUAGES

Hindi - fluent

Punjabi- fluent

English- fluent

Malay - fluent

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