Christiana Palma-Caphart

*** ****** **

Pittsburg, CA 94606

Tel: 510-***-****

adk4gx@r.postjobfree.com

Experienced professional Customer Service Specialist offering:

● 15 plus years as a Program Travel Specialist

● 12 years of experience as a Civilian employee at the Liberian National Police

● An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customers’ loyalty.

● Possession of clear vision for success with aptitude to establish goals, develop strategies and engage key internal and external customers.

● Skillful talents to manage multi-function teams, execute plans, organize and manage diverse teams, promote communication, provide motivation for achievement of departmental goals, and extract commitments from team members. KEY ACCOMPLISHMENTS

● Results oriented, committed to success and accustomed to maintaining strong client relationships.

● Effectively works with individuals of all organizations in a courteous and tactful manner.

● Meets deadlines and is very well-organized.

● Self-motivated and makes decisions even under stressful conditions.

● Project oriented and sticks to task until completed.

● Has a vast knowledge of government travel procedures and processes.

● Communicates effectively with customers from all cultural and economic background.

● Unique blend of knowledge in clerical and administrative procedures.

● Have an intermediate knowledge of Microsoft office.

● Ability to maintain personnel records and prepare reports.

● Ensures accuracy of accounting data.

● Operates personal computers, photocopiers, and voicemail systems.

● Processes receipts of public money.

● Ability to determine transportation entitlements of government/private entities employees.

PROFESSIONAL EXPERIENCE Travel Counselor

January 28, 2019-September 30, 2020- American Express Global Business Travel

Independent contractor working virtually making plane, train,car,and limo reservations for business travelers. Serve as a laison between the company, the airlines and passengers by solving problems during inclement weather, flight cancellations and delay.

Travel Arranger

April 21, 2014 to July 31st 2016, US Embassy, Monrovia, Liberia Handled all travel arrangements for the US embassy, including visas, plane tickets, and hotels bookings. Provided quotes and executed policy changes for government travel. Handled customer complaints, inquiries, and built productive relationships. Prepared Travel authorizations and vouchers using the E2 travel Solutions system.

Government Travel Consultant/Lead agent/Supervisor October 2005 to February 2012, Potomac Falls Travel, Bethesda, MD 20814/Bethesda Naval Hospital

Managed a high-volume workload within a deadline driven environment. Resolved an average of 550 inquiries in any given month. Handled incoming calls from customers requesting air, train, hotel and car reservations.

EDUCATION

● Diploma, Travel and Tourism

The Training Center, Dearborn, MI, September 1997

● Bachelors of Arts in Sociology/Management

University of Liberia Monrovia, Liberia* July 1987*

PROFESSIONAL TRAINING

● Training in Microsoft office Suite

● Training in Sabre and Apollo reservation systems

● Training in office proceedures

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