Customer Service Quality Assurance
Resume:
Trellvis L. Rodgers
Williamston, NC 27892
OBJECTIVE
To obtain a challenging and rewarding position within an upwardly mobile organization that specializes in the industries of hospitality, tourism and customer service.
EDUCATION
Certification. Southeastern Academy of Travel and Tourism, Kissimmee, FL. July 1998.
High School Diploma. Roanoke High School, Robersonville, NC. June 1996.
EXPERIENCE :
Senior Corporate Travel Consultant, August 2005 – Present
Marine Travel Services, Virginia Beach VA
Arranged complex domestic and international travel itineraries for Seamen, Maritime personnel , Government Contractors and Corporate Travelers.
Implemented new formats and procedures using the Worldspan and Amadeus CRS
Issued all tickets, exchanges, refunds and voids on a daily basis.
Manage and trained agents on new contracts and policy changes
Work at home as After Hours agent. (Overnight shift)
Travel Coordinator, September 2008 – May 2009
Presidential Airway / Blackwater USA , Moyock NC
Coordinated domestic and international travel itineraries for Independent Contractors and Presidential Airways employees traveling on the Department of State Contract.
Processed Passports and all of the requires Visa’s for all Contractors traveling to countries who required Visa.
Managed and processed Letter of Authorizations (LOA’s) and Common Access Card (CAC) of all Independent Contractors traveling oversea on the Air Force Government Contacts
Travel Agent, May 2004 – December 2005
Orbitz.Com, Chesapeake, VA
Arranged leisure travel reservation using Orbitz.com website products.
Assisted clients on how to use and book reservations online.
Acted as Lead Agent and handle irate calls when needed.
Travel Consultant, September 2002 - May 2004
CI Travel, Norfolk, VA
Arranged Domestic and International air, car, hotel and train reservation for all NASA employees.
Assisted as a backup agent for all reservation that were emailed or faxed to the Reservation Center.
Maintained and corrected a Queue of all PNR’s that had schedule changes, pricing errors and email errors.
Provided services as a Quality Assurance agent for all reservations made by newer agents.
Travel Counselor, September 1998 - July 2001
American Express, Durham, NC
Booked air, car and hotel reservations for IBM clients.
Received calls in a high volume call center with an averaged handle time of 9 minutes per call.
Assisted in the resolution of customer services issues by utilizing my skills and knowledge of the travel industry and enhanced communication skills.
Audited an average of 1000 records per month insuring agents met the qualifications of the lowest, logical airfare, PNR documentation, ticketing and customer services requirements.
Conducted regular training sessions with reservation agents on proper American Express procedures, new contracts and new IBM policies.
Saved over $20,000 per month in potential customer service issues.
COMPUTER SKILLS
MicrosoftOffice, Sabre, Worldspan, Amadeus, Cisco Phone System, SPOT System, CVS System
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