Customer Service, US Air Force

SHERI OLIVER

**** *** ***** **** ***** H****

Las Vegas, NV 89123

Cell: 702-***-****

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

Profile

I am a dedicated and enthusiastic professional with over 40 years of Customer

Service experience with excellent communication, telephone, organizational and

management skills.

EDUCATION AND TRAINING

American Express Travel School, Phoenix, AZ 1994

Technical Hours – 182, SABRE Hours – 130, Average 94%

Wayland Baptist university, 1984, BS, Occupational education.

Vernon Regional Junior College, 1984, Associate in Applied Science – Resource

Management Technology

Community College of the Air Force, 1984, Associate in Applied Science –

Transportation and Traffic Management.

EXPERIENCE

WK Travel - September 17,2007 – October 02, 2020

(Terminated due to COVID 19)

Priority Customer Service Agent handled escalated problems about reservations,

processed Documents.

Processing and attaching required Documents to Compass tickets. Processed 5,000

documents over a 6-month period. Sent Emails requesting clear copies and/or other

documents as required.

Composed and sent letters to clients and conducted phone conversations about the

status of requests, as well as sending requests to the Airlines for waivers for the

various requests, and Handled Airline Schedule Changes

Contacted Customers, informed them of the changes made by the airlines and aided

in finding and booking alternate acceptable flights, and requesting refunds from the

airlines due to unacceptable schedule changes.

Processed reservations to the ticketing department for reissue.

TRAVELOGIX, INC. (One Travel Group, Inc.)

January 6,2003 – September 17,2007

Inbound Call Center-Reservations Agent, Customer Service Agent, Customer Service

Lead Agent and Customer Service Special Projects Supervisor.

Supervised and monitored incoming calls to phone agents, resolved escalated

customer service issues and voided tickets for cancelled reservations within the

time frame allowed. Booked and processed reservations.

Provided internet support for the following systems:

SABRE, WORLDSPAN, AMADEUS AND GALILEO

PROFESSIONAL BACKGROUND – UNITED STATES AIR FORCE

MANAGEMENT, 1973 – 1993,

Supervisor Personal Movement Section, Grissom AFB, IN.

Supervisor Freight Documentation Section, Grissom AFB, IN.

Supervisor US Military Customs Management and Quality Control, Osan AB, KOREA

Supervisor Passenger Travel, Inbound Household Goods and Outbound Baggage

Section, Sheppard AFB, TX

Traffic Manager, Traffic Management Office, Kalkar AS, Germany

TRAVEL: SABRE on-line “live” computer trained; proficient in the use of the Official

Airline Guide, Domestic and Worldwide; Travel Planner Domestic and European;

Geography, Hotel and Car reservations through SABRE. Trained in Passenger Fare

Tariff, manual airline ticketing, tour codes, MCO’s, Cruises and Tours.

PASSENGER and HOUSEHOLD Goods Technical School, Sheppard AFB, TX 1973

US CUSTOMES Service-Military Customs Inspector Training, Germany 1981, and

Korea 1985.

American Airlines SABRE System trained by SATO personnel, Sheppard AFB, TX.,

1982

American Airlines SABRE System school; American Airlines Training Center, Dallas,

TX, 1982

American airlines SABRE System refresher training 1989.

UNITED STATES AIR FORCE AWARDS- Kuwaiti Liberation Medal, Air Force

Achievement Medal, Air Force Commendation Medal, Humanitarian Medal and

Presidential Citation for Outstanding Unit.

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