Customer Service Manager

Emina Mitic

630-***-****

***********@*****.*** 38072 Red Cedar Circle

Prairie du Chien, Wisconsin 53821

OBJECTIVE

A detail-oriented, outgoing professional highly skilled in reserving and confirming travel arrangements for individuals and groups is seeking a challenging and rewarding position with a well-established organization that will lead to a lasting relationship in the field of corporate travel.

WORK EXPERIENCE

5/2006 to 7/2010 Garber Travel Wood Dale, Illinois

Corporate (on-site) Travel Agent

• Made professional, accurate, cost effective travel arrangements for clients while providing excellent customer service.

• Booked domestic and international air reservations via multiple GDS

• Booked car, hotel, rail and limo reservations as needed

• Performed miscellaneous duties such as arranging conferences and meeting facilities

• Work in SABRE and Apollo computer system with high proficiency

• Monitored all queues for the client served

• Answered phones professionally, courteously and promptly

• Kept supervisor informed of all operations on daily basis

• Complied with company policies and procedures

• Created passenger name records and kept information up to date

• Fulfilled additional duties as assigned by supervisor

4/2003 to 5/2006 Carlson Wagonlit Travel Downers Grove, Illinois

Ticketing and Support Agent

• Served as technical help to domestic and international counselors

• Assisted counselors in learning new computer system – TSS

• Worked in background GDS (Sabre and Apollo) to clean up reservations for counselors

• Worked on ticketing tasks to insure timely issuance of domestic and international tickets

• Completed manual ticket exchanges unable to be completed in TSS

• Used earned international pricing knowledge to complete international exchanges

• After hours, served as customer service agent to assist unsatisfied clients

2/1999-4/2003 Carlson Wagonlit Travel

Downers Grove, Illinois

International and Domestic Travel Counselor

• Responsible for the successful completion of travel arrangements within CWT and client guidelines, meeting the standards of excellent customer service.

• Created domestic and international travel arrangements for clients to include air, hotel, rail, and ground transportation.

• Used available online resources to ensure compliance with clients’ travel policy.

• Advised clients of international travel requirements such as visas, passports, immunizations, etc.

• Used knowledge and understanding of international pricing rules and procedures to successfully make travel arrangements.

• Supported more than one accounts

• Operated within general procedures with supervised results and under minimal direct supervision.

• Interacted with traveler, travel arranger, and travel manager.

• Utilized CWT preferred vendors to maximize profit, and ensures compliance with the clients’ travel policy.

• Resolved customers problems and complaints

12/1997 to 2/1999 DER Tours Rosemont, Illinois

Travel Agent

• Calculated consolidated fares from most major airlines.

• Made reservations for international flights in Sabre.

• Worked close with travel agents and assisting them to book the most convenient itineraries with affordable fares.

• Read and understood airline contracts to insure accuracy of private fares.

• Advised agents of international travel requirements.

• Monitored queues.

• Fulfilled additional duties as assigned by supervisor.

SKILLS

•Confident phone manner

•Well developed Computer skills

•Proficent Communicator

•Able to solve problems

•Able to keep a Good attitude

•Hard Working and efficient

•Team player

•Competent problem solver

•Trustworthy

EDUCATION

1/1997 to 6/1997 Airline Travel Academy

Travel and Tourism

REFERENCES

Available upon request.

Contact this candidate