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Customer Service Manager

Phoenix, AZ, 85008
August 30, 2012

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William Shields

**** * **** **

Phoenix, AZ *****



To find a position in a growing company where I can utilize my 18 years of travel experience, excellent customer service skills, and extensive knowledge of the Sabre GDS.


Results oriented team player with broad experience in customer service and administrative support who is eager to learn new skills and take on additional responsibilities with dedication and professionalism.

Skills Summary

-Strong interpersonal and customer service skills

-Highly organized and detail oriented

-Continuous management of tasks and priorities

-Excellent ability to remain calm and patient in stressful situations

-Data entry and management

-Multi-line telephone line, 10 Key, 35 wpm typing, filing

-Extensive Sabre and Turbo Sabre GDS skills

-Proficient in ALL Microsoft applications

-Apollo and Worldspan GDS

Professional Experience

2010-2012 Egencia-Corporate Travel Agent


Corporate Travel agent in a virtual environment. Worked emails and took live calls from many different corporate travelers. VIP and Key account specialist. Use the Sabre GDS, and Worldspan system for the Air, Car, and hotel reservations that are booked. Also made bookings and help navigate clients within the website booking tool. Handled all types of questions via email, but mostly fare rules and request for quotes on changes. Very high volume reissues, I am trained in International Rates an Tariffs and I am very familiar with airline contracts they a different for each client.

2005-2010 Mesa Airlines-Aircraft Router

Phoenix, AZ

Scheduled maintenance on company aircraft; routed aircraft through routine maintenance cycles while plane is RON. Handled last minute aircraft swaps, recorded all data that was sent to the FAA a maintenance files. Moved aircraft from hubs in Orlando and Cincinnati to JFK. Keep detailed logs of all aircraft maintenance issues and followed up with crew prior to each departure. Extensive use of Sabre GDS.

2001-2005 Air Miles Plus- International Reservation Agent

Phoenix, AZ

Assistant to Manager of Administrative Services. Responsible for the day-to-day management of the Global Travel Program. Management of the Global Hotel Program. Responsible for hotel RFP's and contract negotiations. Managed loading of rates into the GDS. Relationship manager with travel agency, airlines, car rental agencies and other travel service providers. Worked with vendors to develop and implement programs which best supported the company’s business requirements. Assisted with the negotiation and administration of existing and new travel-related agreement


Santa Rita, Tucson AZ

1989-1993, Received Diploma

Pima College, Tucson AZ

1993-1994, Associate Degree

References Available Upon Request

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