Event sales, customer experience at its best

MARIA SANDOVAL

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

https://www.linkedin.com/in/maria-sandoval-rules/

OBJECTVE

Seeking a position where my diversity and uniqueness is appreciated and encouraged to always be evolving. SOFTWARE APPLICATION PROFICIENCY

VERTICAL MARKET PUBLISHER PROFICIENCY

Business Productivity Microsoft Excel, Word, Powerpoint, Outlook Medium Hospitality Plex, Sabre High

Accounting Flexi, RippleStone High to Medium

Payments CyberSource Medium

PROFESSIONAL EXPERIENCE (BY VERTICAL MARKET)

JANUARY 2020 THROUGH SEPTEMBER 2020

NEW YORK LIFE INSURANCE. SAN JOSE,CA ADMIN/CUSTOMER SERVICE

Reported to the Service Team and the Managing Partner of the firm. Daily Activities Included the Following:

● Provided excellent day-to-day customer service to agents, clients, and Field Management, either in person, over the phone, or through electronic communication

● Support agency management in the on-boarding of new agents

● Participate in event planning for training sessions, kick-off events and other meetings

● Process agent contract requirements, such as Finger Printing with FINRA, credit and criminal checks, and signing the contract with the new on-board agent.

● Created then sent out agendas to the Partners for their weekly Managers meeting

● Sat in every Monday’s Managers Meeting and Monthly Plan to take the minute notes, then sent them to the MP

OCTOBER 2015 through JULY 2019

EXPEDIA GROUP, CLASSIC VACATIONS San Jose, CA HOSPITALITY Classic Vacations is a premier provider of vacations for discerning travelers. Classic Vacations offers a full line of luxury accommodations (including suites, villas, residences, and multi-bedroom units); transportation and transfer options; events such as destination weddings; pre- and post-cruise accommodation; and unique tours 2

and excursions. In addition, a robust portfolio of special offerings via partner companies includes private yachts, cruises, private villas, private planes, and outreach experience opportunities in Africa, Ecuador, and India.

October 2015 to July 2019 Served in three (3) Expedia roles (47 months) March 2018 to July 2019 Accounts Payable Coordinator (17 months) January 2017 to February 2018 Groups Sales Coordinator (14 months) October 2015 to January 2017 Travel Sales Specialist (16 months) February 2018 to July 2019 ACCOUNTS Payable Coordinator Reported to the Finance Department. This role sat at the intersection of four (4) entities; 1) external Partner Vendors (aka Hotels), 2) internal Sales (aka Reservation Travel Advisors), 3) internal Customer Service (aka Agents), and external Customers (aka Independent Travel Agents). Responsible for the administration, orchestration, and enforcement of Account Payables policies to these four groups. Daily Activities Included the Following:

Partner Vendor Coordination Activities Included the Following:

● Managed invoice settlement for over 5,000 Partner Vendors globally

● Investigation and reconciliation of all invoice discrepancies

● 24 Hour resolution of communications

● Master Profile Management in internal databases

Customer Coordination Activities Included the Following:

● Twice daily refund, commissions, commission recall processing Sales Coordination Activities Included the Following:

● Support all questions coming from internal Reservation Travel Advisors Customer Service Coordination Activities Included the Following:

● Commission adjustments effected by dynamic price rates, commission recalls, and trip extensions Key Results:

● Consistently 1 Day Ahead in Invoice Pipeline Throughput

● Increased Customer Satisfaction in 35 Premium Luxury Brand Partner Vendors January 2017 to February 2018 Groups Coordinator

Reported to the Groups Department. Operated at the intersection of five (5) entities; 1) external Partner Vendors

(aka Hotels), 2) internal Group Sales (aka Inside Sales), 3) internal Customer Service (aka Agents), 4) external Customers (aka Independent Travel Agents), 5) internal Flights Department. On a daily basis responsible for managing ~ fifty-five (55) different parties actively planning destination travels (aka Groups). Daily Activities Included the Following: Daily Activities Included the Following: Partner Vendor Coordination Activities Included the Following:

● Manage hotel & airline contracts, addendums and all communications with customers and vendors

● Administration, orchestration, and enforcement of all contract and addendum deadlines

● Creation of dynamic guest room assignments (changed based on occupancy, preference, price, dates) Customer Coordination Activities Included the Following:

● Responsible for continuous data curation of guest room / flights / transfer assignments in internal databases

● Responsible for administration, orchestration, and enforcement of Partner Vendors Service Policies to Customers

● Responsible for Payment Collections and queueing of Commissions for Finance Vendors Payable Coordinator 3

Sales Coordination Activities Included the Following:

● Collaborated on guest room / flights / transfer assignments in internal databases Customer Service Coordination Activities Included the Following:

● Real-time urgency confirmation (within 5 minutes) of guest entitlements, amenities, special requests Flights Department Coordination Activities Included the Following:

● Checking availability of dates and prices to and from destinations

● Generated CPQ (Cost, Price, Quote) contracts for Customers (large groups > 10 persons Key Results:

● Zero Financial Transaction Errors in Over 40 Group Destination Events October 2015 to January 2017 Travel Sales Specialist Reported to the Call Center Department. This role booked travel for Caribbean, Mexico, Hawaii, and Tahiti. I pre-qualified Customers (Travel Agents) and provided product fit proposals (e.g. matching property attributes and features) to the Travel Agents clientele characteristics. Example, “Foodies” as a rule dislike an all-inclusive property.

Daily Activities Included the Following:

● Fielded Customer incoming calls to modify bookings (typical 50 daily call volume)

● Confirmed flight bookings

● Provided “Luxury Services” to Customers such as proposing high-end experiences (excursions).

● Closed sales proposal to Customers.

Key Results:

● Recognized as Top 25% Sales Performance

● Met and Exceeded Sales Quota for 5 Consecutive Quarters OTHER PROFESSIONAL EXPERIENCE (BY VERTICAL MARKET)2013 to 2015 Assistant admin

La Sierra Care Center MERCED, CA HEALTHCARE MARKET 2008 to 2011 Event Planner

BOWLMORE SAN JOSE, CA HOSPITALITY MARKET

2007 to 2008 Event Manager

STRIKE CUPERTINO, CA HOSPITALITY MARKET

2005 to 2007 Travel Assistant

EXECUTIVE TRAVEL SACRAMENTO, CA HOSPITALITY MARKET 2004 to 2005 Travel Assistant

GO GO WORLD SACRAMENTO, CA HOSPITALITY MARKET

1997 to 2001 Travel Assistant

Happy vacations SanTA CRUZ, CA HOSPITALITY MARKET

EDUCATION & CERTIFICATIONS

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BUTTE COLLEGE — Chico, CA

Coursework towards Associates of Science, Computer Science, 1997 AMERICAN HOTEL & LODGING EDUCATIONAL INSTITUTE — Sacramento, CA Certificate Lodging Management Program, 2003

COLLEGE OF MEDICAL ARTS — Sacramento, CA

Certificate of Activity Leader Training Course, 2014

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