Customer Service Contract Administrator
Resume:
Heather A Geroux *******@*****.***
Plaistow, NH 03865
Objective:
To obtain a challenging position that will utilize 26 years of specialized skills and experience as well as promote professional and personal growth.
Summary:
Over 26 years of increasingly responsible work experience within the travel and service industry, including administrative, supervisory, and training functions. Works well in dynamic team-oriented environment. Frequent recognition for the innovative management, confidentiality and resolution of contract negotiations within the travel industry. Extensive background of Customs export regulations, branch operations and customer service. Effective in collaborating with management, subordinates and customers. Track record of accomplishments in work experience specifically:
Self Management Community Relations
Staff Training/ Supervision/Coaching Policy and Procedure Development
Sabre Products/Implementation Management of Corporate Air and Hotel Contracts
Resource Allocation Management of Vendor Relationships
PROFESSIONAL EXPERIENCE:
Contract Administrator
January 13, 2013 – April 14, 2025
Atlas Travel, Milford, MA
Developed companies Hotel Solutions Department by organizing rate loading procedures, contract management and company involvement from all dynamics A-Z.
Developed RoomService product for corporate accounts that looked to their TMC for managed hotel programs.
Developed procedures for preferred vendor visits during annual agent training weeks recognizing this is a difficult feat for vendors working with a virtual travel agency.
Developed relationships between Corporate Transient and M.I.C.E departments by organizing site visits with Hoteliers to include both sides working together as a team at varied levels.
Instrumental in knowledge of hotel industry, partners and markets for negotiation power to help build and protect relationships amongst client and vendor.
Contract Administrator
August, 2001 – January 10, 2013
FCm Travel Solutions Worldwide Headquarters, Chestnut Hill, MA
Developed new company position which required independent research to analyze and administer corporate negotiated airline and hotel confidential contracts for automated pricing results and issues with Sabre software products.
Instrumental with development of the new Hotel Solutions program offering Client Hotel Programs by using Lanyon RFP tool and Sabre RFP tool which are sophisticated online systems to manage corporate client hotel programs with the control of the solicitation and negotiation processes for Domestic and International hotels.
Knowledgeable in Amadeus and Galileo GDS systems for testing Corporate Negotiated Hotel and Air contracted rates.
COMPLEAT mid office automation software responsible for maintaining all Corporate Air and Hotel contract details for all corporate accounts.
Key company support contact for all Sabre, Amadeus and Galileo Air and Hotel pricing related issues. Organize and maintain all confidential correspondence manuals, contracts and files. Achieved Marriott Hotel Sales expert training/certification.
Achieved RESX administrator training/certification for corporate online self reservation booking tool powered by TRX. Key roll serves to implement all programmed negotiated air, car and hotel corporate contracts; in addition to providing administrative support for the RESX help desk to VIP clients.
International Air Export Agent
August, 2000 – August, 2001
DHL/Danzas/AEI, Charlestown, MA
Managed specific corporate international air shipments requiring special knowledge and experience in customer service and United States Customs export regulations for specific countries. Expertise in branch operations and special international air shipment bookings. My highly detail oriented skills were provided daily to employers and corporate customers in that all confidential materials and documents would be fulfilled. Self-motivation to accomplish and excel in all functions of my job were put to task.
Specialized training and certifications include: Dangerous Goods, CNS Iata-Fiata Diploma, Introduction to Logis Air, Automated Export System, Customer Care Training, Danzas/AEI Quality Management, and Export Branch Operations.
US Airways Customer Service Agent
November, 1996 – August, 2000
Logan International Airport, East Boston, MA
Hand selected to serve as a key agent during company wide airline computer software integration in December 1998 from Pacer to Sabre software system. Performed such duties as Lead Ticket Counter Agent using specialized skills, knowledge and ability to provide superior support to management, subordinates and customers through the integration process.
Performed excellent customer service in a high stress and diversified position meeting the needs of all customers i.e.: stranded families, ticket issuance, coordinating special transportation of live human organs, tissue and animals through US Airways PDQ service; provided for over the counter shipments.
Specialized training/certifications include Sabre, Pacer, BMAS and ticketing for both Sabre and Pacer airline software.
American Trans Air Customer Service Agent
October, 1994 – November, 1997
Logan International Airport, East Boston, MA
Achieved specialized extensive training in Sabre at ATA Headquarters, Indianapolis, IN. Excelled in training and passed class with 100% percent credentials. Based upon certification achieved was hand selected to assist ATA training department with a class of thirty new employees to train them in Sabre education.
Served as a key agent assisting international, inbound and outbound passenger flights; which required extensive knowledge of United States Customs, Immigration and Agriculture rules and regulations to provide flight crews with confidential government paperwork. Worked daily with official officers of Customs, Immigration and Agriculture.
Served as Lead Baggage Service Agent requiring self motivation, initiative action for tracking and delivering lost luggage and decision making skills with ATA headquarters involving budget cost for damaged luggage claims.
SKILLS/SPECIAL INTEREST:
Highly proficient in using Microsoft Office 2003, 2007, 2010; with excellent writing and typing skills. Committed to being reliable and following through with all services, projects and assignments. Capable of performing a leadership role in public speaking and presentations for large or small groups, on stage or on conference calls.
EDUCATION/CERTIFICATION:
American Trans Air: Indianapolis, IN 1994
Sabre – Certifications
US Airways: Pittsburgh, PA 1997 and Dallas, TX 1998
Pacer and Sabre – Certification
DHL/Danzas/AEI - Charlestown, MA and Garden City, NY 2001
Dangerous Goods,
CNS Iata-Fiata
Introduction to Logis Air
Automated Export System
Customer Care Training
Danzas/AEI Quality Management
Export Branch Operations – Certifications and Diploma
FCm Travel Solutions - Chestnut Hill, MA and Dallas, TX 2002-2003
Marriott Hotel Sales Expert Training/FAM Certification - 2003
Uversa RFP Runner – Hotel Corporate Client RFP tool - 2007
Bidstork Sabre RFP – Hotel Corporate Client RFP tool - 2008
Amadeus Selling Platform full Training and Certification - 2008
Galileo/Travelport partial training for testing Corporate Hotel Negotiated Rates – 2011
Lanyon RFP – Hotel Corporate Client RFP tool – 2012
Atlas Travel – Marlborough, MA 01752
Sabre RFP – Hotel Corporate Client RFP tool – 2007
SabreRFP – Panelist (only) for SabreRFP hosted webinar regarding “Best Practices” for Hotel Program Management – May 2013
Amadeus Selling Platform full Training and Certification – 2008
ReadyBid – Hotel Corporate Client RFP tool development team
Travel Market Report Publication – May 2014
http://www.travelmarketreport.com/tmrarticledisplay?aid=10960
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