Customer Service Representative

PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

Karen Marie Lawrence

470-***-**** *********@******.*** 6883 Allen Circle # 14, Norcross, GA 30093 Dedicated Customer Service Representative professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting customers problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.

Amadeus System _ Sabre

System _ Apollo System _

Worldspan System

• • Microsoft Word, Excel, Outlook Customer Service, Sales, Travel Specialist

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Corporate Travel Agent

World Travel Services, 2023 - Current

• Planned and booked complex and large-scale domestic and international travel for Corporate clients.

• Monitored bookings for schedule changes or cancellations, notifying clients promptly.

• Organized client itineraries with attention to detail and accuracy.

• Addressed customer complaints or concerns quickly to maintain high levels of satisfaction.

• Coordinated logistics for meetings, conferences, and special events. Claims Adjuster

State Farm, 2022 - 2022

Processed claims consistent with client and corporate policies, procedures and best practices while upholding compliance with statutory, regulatory and ethical requirements.

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• Guided clients through claims procedures and resolved minor complaints during claims-handling process. Exercised proper judgment and decision making to analyze claims exposure, determine proper action and appropriately settle claims.

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Travel Counselor

World Travel Holdings, 2013 - 2020

Created industry-best brand partnerships, innovative technology, and relationships with the most recognizable and influential suppliers.

Specialized in selling fantastic vacations to millions of customers for more than 30 years. Known for the remarkable experience provided to customers. Provided customer service via call center line and email. Own brands like CruisesOnly, Cruise411, Vacation Outlet and run travel programs for major partner brands like Priceline, Orbitz, BJ's, JetBlue, American Airlines etc. Leisure Travel Consultant

Serco Global Services, 2012 - 2013

Book transportation and hotel reservations, using computer terminal or telephone. Record and maintain information on clients, vendors, and travel packages. Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers.

Collect payment for transportation and accommodations from customer. Compute cost of travel and accommodations, using calculator, computer, carrier tariff books, and hotel rate books, or quote package tour's costs.

Provide customer with brochures and publications containing travel information, such as local customs, points of interest, or foreign country regulations.

Converse with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.

Customer Service Representative

Fleetcor Technologies, Inc, 2011 - 2012

Responsible for answering inbound calls for fuel companies. Activating cards, checking balances,available spending limits,closing accounting, requesting online setups and assisting with check by phone payments. Leisure Travel Consultant

American Express Global Business Travel, 2006 - 2007 Close sale and service client by cross selling

Work effectively and efficiently in a team environment Dealt effectively with all Customer Service issues Know and properly use : airline terminology, codes, fare basis, airline rules and tariffs, resource guides, books, and industry contacts

Maintained and oversee online event registrations

Provide visa and passport application assistance

Amending existing booking, re-validating and re-issuing air tickets Liaising between consultants and preferred suppliers Driving successful relationships with improvement through operational enhancements Issued electronic tickets and process exchanges, research and resolve client inquiries and assisted with any customer service issues

Arranging all international and domestic business travel for Amex's largest client in Russia Researching and offering client cost effective travel plans to meet budgets Received positive feedback from business travelers, and handled client's VIP account Quality Assurance

Professional Career Development Institute, 2003 - 2004 Responsible for monitoring all sales calls for training purposes as well as coaching purposes, also to assure quality customer service.

Team Lead

Enhancement Service Coporation, 2001 - 2003

Handled all escalated calls of a customer service nature for a travel company. Assisted management with training all team members. Monitored and coached all travel agents for training development. Corporate Travel Counselor

EDUCATION

World Travel Partners Group Inc, 1998 - 2001

Dedicated to a multimillion dollar account. Responsible for booking car rentals. hotels, and air reservations. Monitored air travel schedule changes. Worked on the International desk and domestic travel desk. Corporate Travel Counselor

Carlson Wagonlit Travel, Inc., 1996 - 1998

Started out as a corporate travel agent booking travel for a law firm in Cleveland, Ohio. Then relocated to Atlanta, Georgia as a floater working on several different accounts all over the Atlanta area. Airline Reservation Agent

Us Airways, 1988 - 1996

Converse with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.

Associate Degree

Virginia Marti Fashion Institute, Lakewood, Oh, Dec 1984

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