Customer Service Agent

Priscilla Soares

** ******* ******• South River, New Jersey 08882

Cell: 732-***-****

*********@***.***

OBJECTIVE:

A position in the travel industry, with a focus on sales and client relations

SUMMARY OF QUALIFICATIONS:

1. 20 years of experience in the travel industry

2. Skilled at managing corporate accounts and providing travel consultation.

3. Team lead on a multi-million dollar account.

4. Strong customer service skills, with the ability to diffuse difficult situations.

5. Excellent research, time management and problem resolution skills

6. Experienced in quality control of each reservation along with handling exchanges and refunds

7. Solid foundation in staff supervision

8. Proficient in general office duties, including Microsoft Office

9. Proficient on Apollo, Galileo GDS System, refresh needed on Sabre

10. Flexible with the ability to meet challenges in an ever-changing environment.

11. Professional attitude essential to establishing rapport with upper clientele.

12. Ability to multi-task

13. Supports clients via phone, email and online tool

EXPERIENCE:

July 1 2014 to current

Travel Management Partners – soon to be Travel Leaders

3725 National Dr, Ste 213, Raleigh, NC

Lead Travel Councilor – Virtual Position

1. Use of Apollo and other on-line booking tools.

2. Booking of international and domestic tickets and ensuring the correct formatting/dates of ticket process.

3. Handling all aspects of reservations, including airline, hotel, car and rail

4. Responds to customer service requests and assist travelers with all needs including credit card reconciliation

5. Resolves any debit memo issues

6. Insured all travelers of the foreign and domestic policies.

7. Dedicated home based-agent

8. Handles online tool such as Concur, Swabiz, Smartpoint

9. Primary agent to handle all after hours reservations

Feb. 11 2013 to Jul 1 2014

ATP Instone Travel

Greenway Plaza; Suite 1050, Houston TX 77046, United States

Corporate Travel Councilor – Virtual Position

1. Primary booking agent to the corporate end of Marine travel for Helix

2. Handles international and domestic flights

3. Handling all the CEO travels which includes air, hotel, rail and private car transportation

4. Handles exchanges, after hour reservation, refunds and customer service issues

5. Back up to the Marines and Riggs travel of many different accounts other than Helix

6. Dedicated home based-agent

Nov. 2 1998 to Dec. 31 2012

Travel Management Partners

3725 National Dr, Ste 213, Raleigh, NC

Team Leader / Lead Agent – Virtual Position

1. Use of Apollo and other on-line booking tools.

2. Booking of international and domestic tickets and ensuring the correct formatting/dates of ticket process.

3. Handling all aspects of reservations, including airline, hotel, car and rail.

4. Responds to customer service requests and assist travelers with all needs including credit card reconciliation

5. Resolves any debit memo issues

6. Insured all travelers of the foreign and domestic policies.

7. Dedicated home based-agent

Apr 1997 to Nov 1998 AAA Travel

Travel Counselor

1. Leisure Travel Consultant

2. Currently on Apollo System

3. Arrange International and domestic packages

4. Voids

5. Arc

Education:

Graduated Sayreville War Memorial High School – 1992

Middlesex NJ, hospitality and tourism program 1992-1993

Attended Computer Course at Edison Computer Learning Center - 1993

Liberty Travel training program - 1997

Computer Skills:

Microsoft Word, Outlook, Internet, Apollo

Specialized Knowledge:

Segment status changing, geographical coding, airports, airlines, fare quotes, flight availability, flight service information, service class, hotel booking (Room Master), car booking (Car Master), itinerary pricing, queues, rules, seat assignments, seat maps, fare storage, tariff displays, and ticketing/e-ticketing procedures.

References:

Will provide to employee upon request

Contact this candidate