Administrative Support

LONNETTE WILLIAMS

Stone Mountain, GA • 239-***-**** • *******************@*****.***

PROFESSIONAL SUMMARY

Travel Customer Service and Help Desk Specialist with 10+ years of customer-service experience, including advanced travel support, complex reservation troubleshooting, escalations, and service recovery. Experienced supporting internal and external customers, researching booking and ticketing issues, resolving cancellations and refunds, and partnering with airlines, hotels, suppliers, and internal teams to reach timely solutions. Working knowledge of Amadeus GDS workflows, airline fare rules, exchanges, reissues, refunds, and itinerary changes. Known for strong judgment, accuracy, multitasking, clear communication, and helping other agents navigate complex servicing situations.

CORE COMPETENCIES

• Travel Advisor & Customer Service Support

• Complex Reservation & Ticketing Resolution

• Amadeus GDS Navigation & Airline Servicing

• Escalations, Exceptions & Service Recovery

• Cancellations, Refunds, Exchanges & Reissues

• Vendor / Supplier Liaison & Resolution

• Root-Cause Research & Problem Solving

• Real-Time Agent Support & Coaching

• Policy, Fare Rule & Procedure Research

• Zendesk Ticketing & Case Management

• High-Volume Multitasking / Multiple Systems

• Microsoft Word, Excel & Outlook

PROFESSIONAL EXPERIENCE

Customer Service Help Desk Specialist Bakkt – Alpharetta, GA 2024 – Present

• Provide escalated internal and customer support for complex travel reservations, booking discrepancies, fulfillment issues, cancellations, refunds, and other servicing exceptions.

• Research and resolve complex cases by reviewing reservation details, fare rules, ticketing records, supplier information, and system behavior to identify root causes and appropriate next steps.

• Support agents in real time with travel policy, booking, ticketing, and servicing questions, providing clear step-by-step guidance and best practices.

• Use Zendesk and multiple travel-support platforms to document cases, track escalations, communicate resolutions, and maintain accurate case histories.

• Apply working knowledge of Amadeus GDS workflows, including fare rules, itinerary changes, voluntary and involuntary exchanges, reissues, cancellations, refunds, and ticketing troubleshooting.

• Partner with airlines, hotels, Priceline, suppliers, and internal teams to research issues, obtain approvals or exceptions, and drive timely resolutions.

• Handle sensitive customer and transaction information with attention to accuracy, policy compliance, and service quality.

• Develop and maintain SOPs and job aids that help agents consistently navigate complex servicing scenarios and reduce avoidable errors.

Remote Billing Customer Service Specialist Parallon / HCA – Louisville, KY 2021 – 2023

• Investigated complex billing and claim discrepancies, researched account activity, and provided accurate resolutions to customers.

• Collaborated with internal departments and external partners to resolve escalated issues and minimize delays.

• Maintained detailed case documentation while following established procedures, confidentiality requirements, and quality standards.

• Applied strong analytical, transaction-review, and problem-solving skills in a high-volume customer service environment.

Patient Care Coordinator North Florida Regional Medical Center / HCA – Gainesville, FL 2018 – 2021

• Coordinated scheduling and service delivery while managing complex customer requests and ensuring accurate information handling.

• Served as a liaison between customers and service providers, researching questions and facilitating timely resolution.

• Maintained strong customer relationships through clear communication, follow-through, and service-focused problem solving.

ER Follow-up Supervisor National Contact Management Center / HCA – Fort Myers, FL 2013 – 2018

• Supervised a 35-member customer service team, supporting escalations, quality standards, performance goals, and daily service operations.

• Handled high-level customer complaints and complex issues requiring research, judgment, and cross-functional coordination.

• Monitored performance metrics and implemented service improvements to strengthen efficiency, quality, and customer satisfaction.

• Developed and delivered training focused on process adherence, quality assurance, customer service, and effective issue resolution.

• Coached team members on best practices and supported consistent application of procedures in a fast-paced contact-center environment.

EDUCATION

• BS, Human Resource Management Bryan University, Tempe, AZ

• AA, Human Resources Bryan University, Tempe, AZ 05/2023

• Business Administration Certification Bryan University 06/2022

• Entrepreneurship Essentials Micro-Credential Bryan University 12/2021

TECHNICAL SKILLS

Amadeus GDS • Zendesk • Microsoft Word • Excel • Outlook • PowerPoint • Travel booking and ticketing platforms • Order management systems • Multiple screen / multi-system customer support environments

ADDITIONAL STRENGTHS

Strong written and verbal communication • High attention to detail • Independent judgment • Time management and multitasking • Adaptability • Fast learner of technical systems • Customer advocacy • Team collaboration

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