Group Travel Customer Relations

Sable Smith

*********@*****.*** • 425-***-****

SUMMARY

To obtain a position in the Customer Relations field that will allow me to both further utilize my skills and acquire new abilities. EXPERIENCE

Europe Express, Operations Agent

Nov 2023 - Present

Speak with Travel Agents/Clients regarding passengers for group travel to multiple European countries. Import naming lists into Soft Trip and other technicalities along with travel itineraries. Daily emails and team meetings to ensure all areas of group travel are sent 3 months prior to trips. Proofread documents and make sure there are no passport errors along with name spellings etc. Light accounting to make sure costs and proper country exchange rates match up correctly. Finalize all changes to sightseeing excursions, rail, air and shuttle buses along with city permit regulations. JetBlue, Ticket Agent

Jun 2021 - Jul 2023

Assisted customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts). Troubleshot kiosk technology issues to identify the source of issues or errors. Verified that customers’ carry-on baggage complies with FAA/American Airlines polices (e.g., size, quantity). Verified and cleared travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk).

Assisted customers with checked baggage processing (e.g., completing credit card transaction, self-tagging, verifying weight). Queued lines in ticket counter areas based on departure times or type of assistance needed (e.g., special assistance, to reduce volume of lines or wait time).

Assisted customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies).

Adhered to government regulations (e.g., DOT, FAA, TSA) Hopper, Travel Agent

Aug 2021 - Mar 2022

Planned and sold transportation, accommodations, insurance and other travel services. Cooperated with clients to determine their needs and advise them appropriate destination, modes of transportation, travel dates, costs, and accommodations.

Provided relevant information, brochures, and publications (guides, local customs, maps, regulations, events etc) to travelers. Book transportation, make hotel reservations and collect payment/fees. Use promotional techniques and prepare promotional materials to sell itinerary tour packages. Dealt with travel problems, complaints, or refunds. Attended travel seminars to remain updated with tourism trends. Maintained statistical and financial records and met profit and sales targets. Department of Health, Covid-19 Contact Tracer/Phone Interviewer Dec 2020 - Mar 2021

Recorded and established the description and timeline of onset of symptoms and interviews case to determine all possibly exposed individuals.

Answered telephone inquiries involved with contact tracing duties related to quarantine and monitoring of contacts. Collected and recorded information in appropriate databases, including legally mandated databases, maintain daily contact with COVID Manager and appropriate leadership, provided updates on daily progress, report, and appropriately escalate issues, and brainstorm and implement solutions to COVID-19 response processes. Communicated in a professional and empathetic manner demonstrating sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students, faculty, and staff, including those with physical or learning disabilities as it relates to differences in learning styles. Frontier Airlines, Passenger Service Agent

Jan 2019 - Jul 2020

Provided information to passengers about flight times, gate changes, delays, and other pertinent information. Processed boarding passes, checking identification documents, and directing passengers to security checkpoints. Coordinated with other ground staff to arrange transportation and hotel accommodation for passengers who need assistance. Sable Smith - page 1 of 3

Assisted with wheelchair boarding procedures and helping passengers with disabilities board or disembark from aircraft. Handled customer complaints, helping resolve disputes, and referring problem cases to supervisors for further attention. Recommended services such as food, duty-free products, pillows, blankets, or entertainment materials based on passenger preferences.

Greeted passengers at airports and provided information about flight schedules, delays, or cancellations. Assisted passengers with stowing carry-on bags in overhead compartments or under seats. Performed safety checks of aircraft before boarding began to ensure that emergency exits were not blocked and that life vests were available if needed.

ABM Aviation, Passenger Service Agent

May 2018 - Dec 2018

Provided legendary customer service to people desiring to travel, use cargo or baggage service by attending to their needs. Handled any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations and resolving related complaints and problems. Handled cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets. Answered telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed. Dealt with mishandled customers because of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage. Resolved such problems quickly and within guidelines established by the Company. Provided current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal. Signature Flight Support, Customer Service Representative Jan 2018 - May 2018

Assisted passengers with check-in. Used the airline system, issues tickets, created or changed reservations and provides flight information. Resolved ticket-related travel problems. Checked in the passenger baggage using the airline internal baggage system. Aided and handled baggage claims for inbound and outbound flights. Reviewed all necessary documentation to travel, following all regulations and security procedures, including company and government agencies regulations.

Verified documents for international and domestic flights. Ensured correct boarding passes are provided to each passenger for the assigned flight. Verified ticket and seat reservations.

Announced arrivals and departures as necessary.

Provided information to passengers/customers as requested. Connected/disconnected Jetway/stairs as necessary. Maintained liaison with Airlines, Customer Service Representatives and Ground Handlers. Security Industry Specialist, Security Specialist

Jan 2016 - Dec 2017

Monitored, maintained, and responded to alarms within the camera, access control and alarm systems and collaborated with the appropriate internal and external partners to resolve the situation. Responded to both emergency and non-emergency situations, provided security support, and helped to coordinate the response of other internal and external teams.

Documented and reported information to the appropriate internal and external partner in accordance with company and department policies and procedures.

Logged in all visitors, contractors and vendors and issued badges as required. Inspected and checked in and out trailers and containers. Enforced access control ID badge policy by monitoring employee use. Issued temporary and day-use badges and removes/grants access for lost/misplaced access control ID badges per company policy.

Operated a hand-held radio, cell phone or other communication devices as needed. Served as a leader in emergency situations, participated in site emergency response team, coordinated evacuations and accounting for employees.

Seattle Art Museum, Service Visitor Officer/Retail Associate Dec 2016 - Jul 2017

Scanned documentation and payments into multiple systems, processing, and disbursing cash items. Registered totals and prepared processed cash, checks, money orders and credit cards for deposit. Examined documents presented for payment from the public, obtaining payments and performing. Managed settlement of monies collected; reconciling daily transactions to locate and correct errors. Received and processed bulk deposits, proving and validating receipts to journal entries and reconciling discrepancies. Rotated to different sites as deemed necessary or scheduled by the Customer Service Operations Manager. Sable Smith - page 2 of 3

Seattle Space Needle, Admissions

Jan 2015 - Nov 2016

Eagerly offered and sold Museum offerings to the highly valued guests: admission/donations, special exhibits/attractions, memberships, etc.

Provided information about exhibit/attraction pricing, timing and general admission/suggested donation questions. Proactively grew the membership base by providing information about the benefits and value of membership and completing membership sales.

Accurately performed opening and closing procedures including cash counting, drawer preparation, daily monetary transactions

(cash and credit card payments), accurately close drawer reconciliation. Collected cash and credit payments for Museum admission (suggested donations) and ticketed attractions. Ascertained the wants and needs of the guests to facilitate an exceptional experience. Stood for extended periods of time and able to lift to 30 lbs. Hampton Inn & Suites, Front Desk Agent

Aug 2014 - Jan 2015

Approached all encounters with guests and associates in a friendly service-oriented manner. Handled requests for information mail and messages in an efficient and courteous manner. Answered guest inquiries about hotel service facilities and hours of operation. Established and maintained good communications and teamwork with fellow associates and other departments within the hotel. Ensured logging and delivery of packages mail and messages as needed to guests and meeting rooms. As needed deliver guest items such as luggage, newspapers, messages packages amenities or other items requested by guests or team members.

Maintained an up to date working knowledge of all property amenities as well as any special events, local area attractions and things to do around the hotel.

Perform other duties as assigned which may include but not limited to the following: helping coworkers in other areas of the hotel maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and grounds. University of Texas, Testing Proctor (Work Study)

Aug 2010 - Jun 2012

Observed the examinees to ensure that no one is using written materials or electronic devices and examinees are not communicating with one another in any way.

Escorted examinees one at a time on unscheduled breaks. Verified examinees are in a secure testing environment by requesting a 360 view of the room using their laptop or other desktop camera when proctoring online examinations.

Ensured understanding of testing instructions provided by the course director, chief proctor, or individual(s) responsible for exam administration.

Participated in any required exam administration training provided by the course director, chief proctor, or individual(s) responsible for exam administration.

Ensured timely communication with examinees if you identify irregular or concerning behavior (any behavior that falls outside of the expectations for the examination), such as talking, using unapproved electronic devices, inappropriate or unexpected use of electronic devices, etc.

EDUCATION

Cornish College of the Arts

Certification • Visual Arts • Jul 2016 - Present

University of Texas at Tyler

Fine Arts & Psychology

L’Abbaye

Art History Study

Abroad Experience

Detroit School of Fine Arts

High School Diploma

Completed 2-year Art Major Program

SKILLS

Adobe Page Maker 7.0 • Microsoft Outlook • Microsoft PowerPoint • Microsoft Excel • Microsoft Access • Microsoft Office Suite Professional • Typing wpm 70

Sable Smith - page 3 of 3

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