Customer Service Travel Consultant

SHANNON WAIT

************@*****.*** 480-***-**** Schoolcraft, United States 49087

Summary Detail-oriented Global Travel Administrator with extensive expertise in managing domestic and international travel logistics, optimizing budgets, and ensuring compliance with corporate travel policies. Proven track record in supporting Concur Travel and Expense systems, effectively handling change requests, and generating insightful reports for global policy adherence. Demonstrates strong vendor negotiation skills and a keen ability to identify cost-saving opportunities while upholding service quality. Adept at risk management, monitoring travel advisories, and implementing safety protocols to enhance employee well-being during international travel. Skills Travel Management and Coordination

Domestic and international travel

management

Itinerary Planning and Communication

Crisis management

Expense Management

Concur Travel & Expense System

Expense Reporting and Compliance

Vendor and Supplier Management

Contract negotiation

Vendor Relationship Management

Risk Management and Travel Safety

Travel Risk Assessment

Travel Safety Protocols

Cost Optimization and Budget Management

Cost-saving strategies

Travel Budget Management

Customer Service and Problem Solving

Exceptional customer service

Issue resolution

Global Travel Policy and Compliance

Policy Development and Implementation

Global Policy Adherence

Data Analysis and Reporting

Report generation

Project Management and Event Coordination

Cross-functional collaboration

Experience Travel & Expense Administrator (REMOTE) 08/2024 - Current ICF International Inc. Reston, VA

Sustained relationships with travel partners and vendors. Oversaw logistical planning for both domestic and international travel to maintain efficiency. Managed online booking tools, ensuring they are up to date with the latest information. Coordinated with vendors to ensure best pricing for airfare, hotels, car rentals. Provided guidance to travelers on visa requirements and other travel documents needed. Monitored changes in flight schedules or cancellations due to weather conditions. Handled and resolved travel-related customer complaints. Applied customer service skills to address travelers' requests. Managed refunds and mitigated financial discrepancies. Achieved cost savings by negotiating contracts with vendors for travel services. Developed cost-effective itineraries based on travelers' needs. Assessed potential risks associated with international trips and provided appropriate solutions. Communicated security issues and protocols to clients traveling to unstable countries or locations.

Collaborated with internal departments to ensure compliance with company policies. Maintained awareness of changes in worldwide regulations affecting company travel initiatives.

S

W

Generated cost reductions by implementing effective problem-solving tactics. Assisted in developing and implementing travel policies and procedures. Reviewed vendor agreements regularly.

Reviewed current industry practices and identified opportunities for improving processes and procedures.

Conducted analysis on traveler satisfaction surveys to pinpoint areas for enhancement Worked with cross-functional teams to achieve goals. Developed and maintained relationships with internal teams to support smooth travel operations.

Stayed up to date on the travel industry, policies, and restrictions. Completed regular reconciliations of inter-company accounts each month. Travel, Expense, & Events Administrator (REMOTE) 11/2012 - 08/2024 Infineon Technologies Americas Corp El Segundo, CA Work with executive stakeholders to maintain and update the Travel & Expense Policy as needed.

Build and own relationships with assigned suppliers, including Travel Management Companies, Online Booking Tools, and airline, hotel, and car providers. Manage the corporate sourcing process from end to end within the assigned spend category. Partner with the Travel Management consulting team on tactical sourcing activities to deliver category strategy, and negotiate rates for Infineon's travel program. Collaborate with HR, Finance, Compliance, and other business partners to align travel offerings, following the Infineon Technologies travel and expense policy. Educate employees on company travel and expense policies to eliminate noncompliant behaviors.

Review and audit expense reports for completeness, ensuring compliance with company policies.

Serve as a primary point of contact with our Travel Management provider for the web-based travel agent system and reports available to aid in monthly reconciling. Track open tickets by airline, and reassign them to travelers as needed. Prepare travel account reconciliations for booked travel, corporate credit card charges, and travel reports.

Communicate with travelers and management about noncompliance, and proactively work directly with travelers to resolve discrepancies.

Work with internal stakeholders on vision, budgetary requirements, and overall objectives for offsite meetings and events.

Reviews, negotiates, and administers contracts with suppliers for offsite meetings and events. Handled correspondence, including drafting emails, memos, and reports for senior management.

Monitored budget expenditures and prepared financial reports for review by management. Business Travel Team Leader 01/2006 - 01/2012

American Express

Acted as a liaison between Business Travel customers and American Express management to troubleshoot problems.

Generated monthly sales forecast reports.

Supervised progress to achieve targets.

Facilitated communication to ensure direct reports understood all relevant issues. Cultivate trust-based relationships with customer contacts to meet objectives. Developed and executed training programs for new senior leaders. Formulated comprehensive corporate travel guidelines. Identified and reconciled opportunities to recover unused travel funds. Communicated industry changes to employees and management. Managed and updated rooming lists, arrival schedules, and departure logs. Managed team of 10 travel agents, ensuring top-notch customer service for corporate clients. Enhanced onboarding processes to boost team productivity. Managed travel itineraries, coordinating flights, accommodations, and ground transportation for multinational companies.

Cultivated and sustained robust relationships with travel suppliers. Evaluated team performance regularly, delivering coaching and guidance to improve skills. Business Travel Coordinator 01/2002 - 01/2006

BCD Travel

Coordinated all facets of corporate travel arrangements, encompassing flights, lodging, car rentals, and insurance.

Negotiated favorable terms with various travel providers for exclusive corporate client benefits. Developed strategies that allowed clients to achieve significant travel expense reductions while maintaining high standards.

Performed extensive research on destination cities to create comprehensive travel itineraries. Ensured compliance with international travel regulations to avoid potential disruptions. Built and maintained strong relationships with vendors and suppliers in the travel industry. Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings, and rental car reservations. Scheduled and coordinated domestic and international flights based on budget constraints. Maintained up-to-date knowledge of travel advisories, visa requirements, and vaccination policies.

Mitigated financial discrepancies, accurately collecting customer fees, managing refunds, and providing accurate travel documentation.

Negotiated contracts with airlines, hotels, car rentals companies to obtain best rates available while meeting customer needs.

Education Travel, Tourism & Business Mgmt.: Travel And Tourism, Business Mgmt. 01/2000 Pittsburgh Tech Inst. Pittsburgh

Gained practical experience through a series of internships at prominent hotels and tourist destinations. Assisted in managing front desk operations, organizing events, and coordinating with various departments to ensure smooth operations and customer satisfaction. Excelled in courses focused on tourism and hospitality operations management. Developed expertise in managing guest services, revenue management, and logistics for tourism and hospitality establishments.

Utilized industry-specific software and tools to optimize operational efficiency and profitability. Actively participated in extracurricular activities and networking events within the tourism and hospitality industry. Attended industry conferences and workshops, further expanding knowledge and creating valuable connections with professionals in the field. Developed a global perspective on tourism through study abroad experiences in popular tourist destinations.

Contact this candidate