Customer Service Security

JOB TITLE: Government / Commercial Travel Coordinator

U.S. Citizen: Yes

Veterans’ Preference: Military Spouse (E.O.)13473

SUMMARY OF QUALIFICATIONS

Highly organized and detail-oriented individual with an excellent record of project conception and follow-through. Over fifteen years in the travel industry acts as the foundation of my experience both in commercial and government spheres. I am well versed in the tackling the issues facing everyday travel from both logistical and operation perspectives. Self-motivated and takes initiative; thrives in environments with multiple stakeholders, frequent changes and diverse objectives.

Strong planning skills within personal and professional settings. Hard-working and both an excellent team player and leader

Administrative Specialist, plan and carry out projects to improve the efficiency and productivity of the organization. Cross-functional administrative duties including but not limited to travel authorizations, timecard management procurement card management, ordering business cards, securing courier card, keeping organizational capabilities, and proficiencies related to organizational excellence, providing quality service in high volume operations, and other professional accountabilities

KEY QUALIFICATIONS

Active Clearance, Fed and Commercial CGE Travel Coordinator, Management Specialist in Government travel support, Joint & Government Travel Regulation (JTR) / (FTR) / (GSA), Administrative Policies, Procedures, Management Processes, Team Meeting Coordination, Information Requests, Reporting and Management Schedules, Programmatic Activities, Clerical, Data Entry, Program Documentation Management, Customer Service Airline, Expert Airport & Ground Operations (Agent), Ground Security Coordinator (GSC) / Customers Resolutions Official (CRO), Cross-functional administrative duties including but not limited to travel authorizations, timecard management procurement card management, ordering business cards, securing courier card, keeping organizational capabilities, and proficiencies related to organizational excellence, providing quality service in high volume operations, and other professional accountabilities

LEADERSHIP ACTIVITIES

Supporting all aspects of the operation following duties required Airport Operations, Acting Supervisor, Emergency Response & Care Team Liaison, Values Committee, Ground Security Coordinator (GSC), Customers Resolutions Official (CRO), Ground Security Coordinator, and Customers Resolutions

TECHNICAL EXPERTISE

Proficient in Software Applications (Word, Excel, PowerPoint, Outlook, and Project); Acrobat Pro 10.0,; Google Analytics; Microsoft Office 2013 (for Windows 10 and Mac 2013 - Excel, Word, Outlook, PowerPoint, Access, OneNote, SharePoint 2013; Microsoft Live Meeting; GoToMeeting Video Conferencing; Concur Government Travel, Concur Commercial Travel and Expense system. Conflict Resolution; Coordinating and Facilitating Professional Trainings and Presentations

PROFESSIONAL EXPERIENCE

August 2019 to Present

USAID Global Heath / Social Solutions International, Inc. - Washington, DC

400 Virginia Ave. SW#210 Washington, DC 20024

HR: Cheryl Travis 240-***-****

Deputy Travel Manager (40 Hours Per Week)

Assist the Travel Manager in fulfilling the duties of the GISH-III Travel Operations Team. As a member of a highly operational office, able to perform a wide range of administrative functions to help ensure programmatic success, including travel orientation and training. High level of integrity and attention to detail to ensure the use of USAID and GISH systems and procedures.

Achievements

Responsible for knowing the policy and procedures presented in this manual.

Review and submit travel authorizations to the Contracting Officer’s Representative (COR) and ensure all supporting documentation and requests conform and are in line with contract policies.

Administer and implement GISH Travel and Expense procedures. Interpret the FTR and provide guidance on the various exceptions for the contact.

Maintains effective and efficient management of reconciliation of travel funds and prioritizes and complete tasks without follow-up by the supervisor.

Program Analyst at USAID

Filling in gaps as needed to ensure the responsiveness of the team and support for the contact.

Program Assistant provide day-to-day support to the Deputy for Supply Chain and Logistics to carry out these functions.

Responsible for tracking and mitigation of all supply chain challenges and tracking of essential commodities related to COVID-19, including pharmaceuticals, medical equipment, PPE and IPC-related commodities, and oxygen.

Responsible for coordinating with other supply chain experts and teams in GH in an effort to mitigate the impact of COVID-19 on supply chains for other GH priorities beyond COVID-19.

Works closely with the Ventilators Team to ensure rapid procurement and donation of ventilators in line with Administration priorities.

October 2015 – August 2019

U.S. Department of Veterans Affairs/Office of Research & Development/ Merit Review Support Services (MRSS), JJR Solutions

1100 First Street, Northeast Washington, DC 20002

Supervisor: Neb Mersha 202-***-****

Travel Coordinator (Concur Travel System) (40 Hours Per Week)

Coordinate travel requirements for U.S. Department of Veterans Affairs I support and work directly with over 250 travelers to identify needs and special travel requirements. Collect and review travel forms and cost estimates and support government client with company travel approval processes. Interface with travel agency to ensure reservations are booked appropriately. Support traveler needs, including after hours, with updates, and changes during travel status.

Achievements

Manages the Concur travel system including, but not limited to adding clients to the system; refreshing passwords; unlocking documents in the system; and generating travel reports.

Collaborates with clients in preparing travel plans utilizing the Concur automated travel for Directors to visit Regional Divisions and Serve as point of contact

Perform Budget Assistant duties, reviewing travel authorizations and travel vouchers for approval.

Work with customers regarding travel changes/update, and ensure all travel deadlines and any travel issues resolved.

Meet with Budget Team to discuss status of budget/new assignments, and update budget spreadsheets

Effectively determine Travel issues and matters to handle personally and which ones to escalate to the proper government official.

Nation Agency Check (NAC)

Troubleshooting unexpected travel issues such as double booking, canceled travel,

Expert knowledge of commercial and government travel management through Carlson Wagonlit Travel, Concur Commercial & Government Edition, Defense Travel System, Sabre and Minisoft Systems.

Accomplishments:

JJR DIND AWARD (DO IT NOW DUMMY) – February 2016

Travel Coordinator for Veteran Affairs, Merit Review Support Services (MRSS) at JJR Solutions, LLC

JJR’s quarterly award presented to those individuals who have “gone above and beyond” their normal day-to-day duties to accomplish something that contributes to the vision, mission or improved operations at JJR Solutions.

February 2015 – October 2015

Cybersecurity & Communication at US Department of Homeland Security, T &T Consulting Services, Inc

11100 N Glebe Rd, Arlington VA, 22201

Supervisor: Lowell Chambers 703-***-****

(CGE) Travel Coordinator I (40 Hours Per Week)

Acted as Concur Government Edition (CGE) Travel Help Desk Specialist supporting the U.S Department of Homeland Security. Strong customer service skills, assisting travelers, reviewing submitted trip information, verifying and documenting expenses, monitoring and matching charges, preparing reimbursement claims, creating vouchers, and providing administrative support to travel card program correcting unexpected travel issues while maintaining security of personal information problem solving and interpersonal skills and work well in a team environment.

Achievements:

Obtained clearance with Department of Homeland Security (DHS) Cybersecurity and Communication (CS&C) to Support the mission.

Provided guidance and assistance to all division across the U.S Department of Homeland Security (DHS) & National Protection and Programs Directorate (NPPD) organizations by Prepares travel audit voucher packages and ensures all appropriate documents are included and accurate based on Federal and agency guidance

Manages the Concur travel system including, but not limited to adding clients to the system; refreshing passwords; unlocking documents in the system; and generating travel reports

Answered questions on administrative procedures with strong customer service skills and demonstrable past experience working in customer service (phone, live chat, email, fax, and/or satellite assistance)

Helped traveler’s all division across the U.S Department of Homeland Security (DHS) & National Protection and Programs Directorate (NPPD) organizations during conferences and other mission critical events transitions & navigate through the CGE / Concur system.

Prepares travel audit voucher packages and ensures all appropriate documents are included and accurate based on Federal and agency guidance

Collected user’s personal info, created and updated user profiles, booked travel arrangements per the rules and regulations of NPPD Standard Operations Procedures (SOP), creating reservations, reviewing authorization requests, and submitting for approval.

Followed up on past travel, included reviewed and submitted trip information, verified and documented expenses, monitored and matched charges, assisted, prepared reimbursement claims, created vouchers and followed the guidelines of National Protection and Programs Directorate (NPPD) Standard Operating Procedures of 2015 while providing administrative support to travel card program by addressing problem when card had been declined or indicated an error message.

Acted as Concur Government Edition (CGE) Travel Help Desk Specialist supporting the U.S Department of Homeland Security. Strong customer service skills, assisting travelers, reviewing submitted trip information, verifying and documenting expenses, monitoring and matching charges, preparing reimbursement claims, creating vouchers, and providing administrative support to travel card program correcting unexpected travel issues while maintaining security of personal information problem solving and interpersonal skills and work well in a team environment.

September 2013 – February 2015

US Airways

4000 E. Sky Harbor Blvd Phoenix AZ 85034

Contact HR: 800-***-****

Airport Customer Service Agent, at Reagan National Airport & Denver International Airport (40 Hours Per Week)

Reliable Airport Customer Service Agent with extensive knowledge of airline procedures. Adept at customer service relations especially in fast-paced environments where efficient operations are essential to an airline's reputation. Experienced with flight booking and problem solving.

Achievements:

As directed, implements standard procedures during overbooked, irregular flights and denied boarding situations. Solicits volunteers to free up seats, re-accommodates passengers by booking alternative flights and provides travel vouchers

Logs in tickets and completes sales reports

Assists over 1,000 passengers daily with check-in procedures, including tagging baggage and issuing boarding passes

Sells tickets, processes ticket changes, creates and books reservations.

Ensures Federal Aviation Administration, US Airways Company and (what airport) airport regulations are followed.

Enforces safety/security measures and protects sensitive zones.

Facilitates the passenger ticketing, boarding process, offloading process, baggage handling on, off, lost process

Accomplishments:

Received thank you letters from passengers regarding professionalism and outstanding customer service.

Recognized for on time performance

September 2012 – Nov 2012

Piedmont Airlines (40 Hours Per Week)

5443 Airport Terminal Rd Salisbury, MD 21804

Contact Person Piedmont GM Javette Smith 910-***-****

Cross-Trained Customer Service Agent at Albert J Ellis Airport in Jacksonville, NC

Processed reservations, coordinated stand-bys and monitored cabin availability. Checked baggage and collected baggage charges. Issued travel and hotel vouchers for passengers on overbooked and canceled flights. Escorted passengers in wheelchairs from the terminal to the aircraft. Picked up and transported cargo and baggage to and from aircraft. Enforced safety and security measures and protected sensitive zones by being qualified GSC.

Instructed passengers on all safety and emergency procedures and answered any questions. Determined flight close-out times and completed and verified flight forms. Monitored compliance with size limitation guidelines for the carry-on baggage program.

Achievements:

Greeted and assisted all customers, including providing help with check-in, tagging luggage, ticketing changes, re-booking, and special service requests.

Boarded and deplaned flights, and escorted passengers, including disabled passengers and unaccompanied minors, from aircraft.

Made regular announcements concerning flight arrivals and departures.

Provided accurate gate, flight arrival and departure information, and answered general inquiries.

December 08 – May 12

JetBlue Airlines

6322 S. 3000 East Suite G 50 Salt Lake City UT 84121

Contact Person: HR 800-***-****

Airport Operations / Acting Supervisor (POC) at Chicago O’Hare International Airport and Reagan National Airport

(40 Hours Per Week)

Responsible for supporting all aspects of the operation following duties required Airport Operations / Supervisor (POC) / Emergency Response & Care Team Liaison / Values Committee POC / Ground Security Coordinator (GSC) / Customers Resolutions Official (CRO) Ground Security Coordinator, Customers Resolutions

Resolves customer issues or claims, provides technical/ operational support to Airports Operations, Ensures Crewmembers are ready to perform duties and complete tasks during assigned shifts.

Achievements:

Helps prepare aircraft cabin for departure coordinates customer boarding and deplaning, assists customers with special needs, and complies with any ad-hoc requests as needed.

Provides leadership and technical support to Airport Operations Crewmembers

Conducts daily shift briefings

Evaluates manpower, assigns teams and ensures maximum coverage

Monitors crew performance and takes corrective action as necessary

Plans and accommodates customers during irregular operations

Identifies possibilities for operational improvements and takes steps to implement them

Ensures airport and aircraft security procedures and reports any anomalies

Completed payroll hours for crewmembers

Other Ad-Hoc assignments as requested

Accomplishments:

Received thank you letters from Jetblue Airway CEO Dave Barger regarding professionalism and outstanding customer service.

Received thank you letters from passengers regarding professionalism and outstanding customer service.

EDUCATION

Northwestern Institute of Health and Technology

Chicago, IL

Certified Nursing Assistance (CNA)

DePaul University / Gatlin Education

Chicago, IL

Administrative Medical Specialist Certificate Program

TRAINING

Travel and Expense Training (Fed & Commercial, 2015-2016); Emergency Response & Care Team Liaison,

Values Committee (2008-2012); Ground Security Coordinator (GSC), Customers Resolutions Official (CRO), Ground Security Coordinator, Customers Resolutions(2010-2012)

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