Senior Travel Consultant/ Customer Service

Customer Service Representative

Education

Easten Airline’s Travel School, American Express International Training Program. Hillsbourough Community College, Marketing. Multi Carrier training, to include TWA, NW, AA, CO Reservation Specialist, International and Group Desk.

Professional Profile

35+ years of comprehensive Customer Service experience Versatile, self-motivated, excellent communication skills, highly organized, detail oriented, ability to work independently and as a powerful team player. Friendly with positive attitude. Flexible with a willingness to work within constantly changing environment with enthusiasm.

Professional Experience

CTM, Customer Service Representative, May 2018 – April 2020

Monitor chats and calls to minimize wait times

Help resolve escalated situations

Give feedback and suggestions to improve our responses to customers

Help Team Members problem solve to find creative solutions for customers

Recruit, hire, and train great employees

Encourage and mentor Team Members to reach their career goals

Become an expert within specialized facets of the travel industry

Conduct trainings on products for fellow Team Members

Continually work to improve and contribute to the advancement of our Customer Service team

Problem solves and de-escalates unique situations while sustaining a high-paced call volume

Learns and works in a virtual environment with a set schedule and structured day

Effectively communicates with a variety of customer styles, peers, and leaders

Multitasks with ease and navigates multiple systems and screens while assisting customers

Can sit for long periods of time

Adheres to CTM computer system requirements

Troubleshoots own technical problems (in partnership with IT when needed)

Available to work weekends, holidays and additional hours as required

ERALAD Corporation, Cusomer Service Representative May 2018 – June 2011

Provide exceptional, Above and Beyond service and consult to VIP travelers, to include simple and complex Domestic and International itineraries (RTW, Circle Pacific, Multi-Segment), both Corporate and Leisure; strategically and accurately price, (Command price, Phase IV, Split Tickets) ; process Exchanges, Refunds Voids; monitor multi queues with prompt follow-up

Responsible for Reconfirmation Queue, request Upgrades, organize Meet and Greets, Limos, Dinner reservations, Entertainment tickets, and also provide and track Value Added Services

Expert International booking specialist; able to apply complex Corporate airline Contracts accurately to multi-leg and multi-carrier International bookings capitalizing on due commissions and overrides while also dramatically decreasing the cost of the ticket benefiting our valued client

Expert International booking specialist; able to apply complex Corporate airline Contracts accurately to multi-leg and multi-carrier International bookings capitalizing on due commissions and overrides while also dramatically decreasing the cost of the ticket benefiting our valued client

Utilize repertoire of Industry contacts to coordinate Group reservations, Meeting space; secure Conference Rooms, arrange Menu Selections, Room accommodations, Ground transportation, and all other functions related to VIP Group travel

Balboa Travel, Afterhours Department, International/VIP Specialist July 2007- May 2009

(Duties same as above)

American Express/Rosenbluth, International VIP Specialist August 1998 - April 2007

(Duties same as above)

Carlson Wagonlit Travel, Customer Service Representative February1997 – July 1998

Started as a senior International Agent on the Price Waterhouse Coopers account. Promoted to Customer Service Department which entailed investigating agent errors, prepare issues reports for management, counseling agents, resolving issues with maximum effect, and writing apology letters to the travelers.

Gwins Travel, International Travel Specialist March 1994- February 1997

Booking all travel for corporations, including any additional needs - cars, hotels, limos.

Crimson Travel, International Travel Specialist July 1988 – May 1993

Handled all Federal Government travel. Special security clearance was required/obtained for this position.

EASTERN AIRLINES, Flight Attendant March 1983 – May 1988

Began as a flight attendant in Tampa, transferred to Boston after one year. Next transferred to reservations for two years, and then to the groups department.

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