Operations & Customer Service Manager

Professional Profile

Results-driven Operations and Customer Service Manager with over 25 years of experience in high-volume call centers and travel logistics. Expert in claims intake, strategic relationship management, and complex problem-solving. Proven track record of maintaining 90%+ quality ratings and 99%+ technical accuracy in fast-paced, regulated environments.

Core Competencies

Operations: Claims Intake & Analysis, CRM Management, Contract Negotiations.

Leadership: Project Management, Strategic Initiatives, Team Training & Mentorship.

Expertise: Global Travel Logistics, Conflict Resolution, High-Volume Inbound/Outbound Calls.

Technical: MS Office, Sabre, Amadeus, Apollo, and Cruise Director Systems.

Professional Experience

Teleplus Member Services Representative Broadspire 2018 – /2025

Acted as primary contact for high-volume commercial claims (Workers’ Comp, Auto, Liability), ensuring 100% data accuracy in "Notice of Loss" entries.

Consistently maintained a 90%+ rating for report quality and customer service.

Educated claimants on benefit plans and documentation while managing routine inquiries and complex escalations.

Travel Consultant CWT Sato Travel Great Lakes, IL 2015 – 2018

Facilitated international travel for U.S. military personnel within strict government regulations.

Managed 40+ calls and 37+ reservations daily; earned 3 "Bravo Awards" for service excellence.

Travel Consultant Rail Europe Rosemont, IL 2014 – 2015

Managed 40–60 daily interactions regarding complex European rail schedules and connections.

Achieved a consistent 85% customer satisfaction score.

Student Loan Counselor i3 Group Rolling Meadows, IL 2013 – 2014

Guided borrowers through repayment options, default aversion, and financial literacy tools.

Resolved repayment issues via conference calls between lenders and borrowers.

Member Services Representative Shell Vacation Club Chicago, IL 2003 – 2013

Saved $100k annually by transitioning cruise incentive bookings to an in-house model.

Secured exclusive rates with major cruise lines (Royal Caribbean, Norwegian, Celebrity).

Mentored staff on new products and operational procedures.

Customer Service Manager SBC Communications Arlington Heights, IL 1997 – 2003

Managed the Support Team and handled complex billing/discrepancy resolutions.

Maintained an 85% service level, contributing to the firm receiving the JD Power Award.

Ranked in the Top 10 for add-on sales as Lead Representative (1997–2001).

Airport Sales Agent Continental Airlines (United) Chicago, IL 06/1994 – 06/1996

Managed check-in for 150+ daily passengers, ensuring 100% FAA/TSA security compliance.

Mastered Sabre/Amadeus GDS for ticket exchanges with 99%+ accuracy in fare construction.

Drove 12% annual growth in ancillary revenue through premium seating and loyalty upgrades.

Customer Support Representative Apollo Travel Services Rolling Meadows, IL 1996

Promoted to Specialist after maintaining a 100% customer tracking record.

Education & Certifications

Bachelor of Science in Psychology University of Evansville, Evansville, IN

CLIA Master Cruise Counselor Royal Caribbean University Cruise Expert

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