World Class Travel Agent

Gary W. Baker

**** ******* **. ******, ** ***** 214-***-**** ********@***.***

Objective To pursue a career that offers a wide range of challenges, growth and financial opportunities. Establish a strong working relationship within a financially stable organization that recognizes employee loyalty and hard work for career advancement.

Experience

TAG- (level II)

21-July-2005 - Present Expedia, Arlington, TX

 Research and analyze data from various sources (i.e., Worldspan, Sabre or any new Computer Reservation System (CRS) that is introduced, related to traveler and supplier issues, such as lost ticket application and complex changes.

 Work with the suppliers to resolve availability, rooming, and pre/en-route/post travel issues.

 Effectively utilize CRM tools to track traveler behavior.

 Access, research, and analyze CRS driven ticket rejects.

 Research, analyze and resolve customer (internal and external) issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions appropriate, while maintaining ownership of the issue.

 Consistently meet and maintain Department standards and goals (i.e., queues, ASA, resolution goals, etc)

 Complete customer transactions requiring a higher level of expertise and/or security.

 Identify policy, procedural and Tool issues which may hinder CSR’s: provide timely feedback to appropriate parties for effective follow up and resolution.

 Responsible for other duties as assigned.

Client Services Representative

 Responsible for maintaining client and partner relations with all contracted

hotels. Acts as an arbitrator to rectify all contractual obligations within the

corporate business structure to ensure customers and partners alike have

superior quality of service.

Collections/Bankruptcy Coordinator

07-April-1997 25-December-2005 Arch Wireless, Inc Irving, TX

 Obtain permanent corrective action on delinquent accounts, which were previously or presently involved in bankruptcy proceeding(s) in order to alleviate further collection action.

 Maintain contact with other company departments as well as customers, and other outside agencies.

 Coordinate local, regional, and national data regarding all bankruptcy proceedings.

Education Texas Southern University, Houston, TX

1987-1989

Interests fishing, computer, sports recreation, reading

References References are available on request.