Customer Experience & Travel Support Lead

Kenneth Williams

Professional Bio

Dedicated and adaptable customer experience professional with 8+ years of progressive experience spanning corporate travel, customer service, recovery support, and legal services. Recognized for delivering exceptional client experiences, resolving complex issues, and supporting global teams in fast-paced environments. Skilled in customer relationship management, workflow optimization, employee development, and cross-functional collaboration. Experienced with GDS platforms including Sabre and Amadeus, with a strong track record of improving operational efficiency, driving service excellence, and mentoring high-performing teams. Career Profile

Austin Street Center Dallas, TX

Recovery Support Peer Specialist December 2025 – Present

● Provide peer-based support and advocacy for individuals navigating recovery and housing stability.

● Facilitate client engagement, resource coordination, and goal-oriented recovery planning.

● Foster trust-based relationships while supporting crisis intervention and community reintegration efforts.

● Collaborate with multidisciplinary teams to improve client outcomes and service delivery.

● Contribute to process improvements and program effectiveness through ongoing feedback and workflow enhancements. Navan (formerly TripActions) Dallas, TX

Travel Experience Lead

June 2023 – May 2025

● Supported global enterprise travel clients with complex travel and expense management needs using proprietary platforms and GDS systems, including Sabre and Amadeus.

● Resolved escalated technical, account, and travel-related issues while maintaining exceptional customer satisfaction.

● Partnered with Engineering, Product, and Operations teams to improve platform functionality and service delivery.

● Identified workflow improvements that increased operational efficiency and enhanced the customer experience.

● Mentored team members and shared best practices to strengthen overall team performance.

People Development Coordinator

August 2022 – June 2023

● Coordinated internal communications and career development initiatives across Customer Experience teams.

● Managed onboarding logistics, training programs, and employee engagement activities.

● Supported leadership in developing talent strategies that improved employee performance and retention.

● Collaborated cross-functionally to streamline learning processes and optimize team development programs.

Travel Support Specialist

February 2019 – May 2022

● Delivered high-volume customer support for travel bookings, order resolution, payment services, and account inquiries.

● Assisted travelers with itinerary changes, cancellations, and travel disruptions while ensuring timely resolutions.

● Contributed to workflow enhancements that improved ticketing efficiency and customer satisfaction metrics.

● Supported training efforts for new team members and promoted best practices across the department.

Kohl's Dallas, TX

Credit & Customer Service Specialist August 2016 – March 2019

● Managed high-volume inbound customer interactions related to retail credit card services and online order support.

● Investigated billing discrepancies, fraud alerts, and account concerns to ensure accurate and timely resolution.

● Helped reduce chargebacks through proactive account review and customer education.

● Collaborated with internal teams to improve service processes and customer outcomes.

● Assisted in coaching and training new associates on customer service standards and operational procedures.

Celebrity Healthcare Dallas, TX

Legal Services Specialist February 2015 – July 2016

● Served as the primary liaison between patients, attorneys, and healthcare providers for accident and injury claims.

● Coordinated legal and medical documentation while ensuring compliance with confidentiality requirements.

● Maintained accurate case records, monitored timelines, and facilitated timely information exchange.

● Streamlined documentation workflows to improve efficiency and case management accuracy.

● Collaborated with cross-functional stakeholders to support successful claim processing.

Virgin America Dallas, TX

Reservations Specialist August 2014 – February 2015

● Assisted customers with domestic and international travel reservations, itinerary modifications, and loyalty reward redemptions.

● Maintained a high level of booking accuracy while delivering exceptional customer service.

● Contributed to team sales goals through effective customer engagement and travel solutions.

● Supported operational improvements and shared best practices with team members.

● Worked collaboratively across departments to ensure a seamless travel experience for customers.

Key Strengths

● Customer Experience & Client Relations

● Corporate Travel Management

● Recovery & Peer Support Services

● Escalation Management

● Facilitation of Training & Development

● Cross-Functional Collaboration

● Workflow Optimization & Process Improvement

● Conflict Resolution

● Technical Troubleshooting

● Sabre & Amadeus GDS Systems

● Communication & Relationship Building

● Legal Documentation & Compliance

● Operational Efficiency

● Team Leadership & Mentoring

E: ************@*****.***

P: 682-***-****

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