air travel manager resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Seasoned Customer Service Representative with 20+ years of experience working with Travel, Entertainment, and Hospitality Industry including ten years in American Express and TicketMaster Call Centers. Trained in project and time management with extensive knowledge of the product and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Excellent customer interaction experience, listening, resolving issues and maintaining relationships.
Skills
Travel arrangements
Vendor relations
Contract negotiations
Company guidelines and procedures
Travel research
Process improvement
Relationship development
Supervision
Operational improvement
Problem resolution
Team management
Project organization
Work History
11/2012 to 08/2020Air Travel ManagerAarons | Frenchmans Bayou, AR,
Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Handled all aspects of client complaints by maintaining quality communications and establishing productive relationships.
Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
Responded to clients' questions, issues and complaints and implemented appropriate solutions.
Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
02/2010 to 11/2012Customer Account ManagerLiberty University | Lynchburg, VA,
Communicated clients daily to understand needs and explain product value.
Organized daily workflow and assessed appropriate staffing to provide optimal service.
Performed duties and provided service in accordance with established operating procedures and company policies. Managed over 75 transactions per day.
Secured on-time payments and collected on delinquent accounts .
Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
Evaluated customers' potential needs to make appropriate recommendations.
02/2007 to 02/2010Customer Service SpecialistLive Nation Entertainment Inc. | City, STATE,
Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
Handled day-to-day customer contact via phones, faxes and emails.
Operated in dynamic, high-volume environments to provide skilled assistance to more than 60 customers each day.
Described and explained details about options to inform customers and guide purchasing decisions.
Verified accuracy of customer account information and updated when necessary.
Answered average of 60calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
Used consultative sales approach to understand customer needs and recommend relevant offerings.
Described and explained details about products and options to inform customers and guide purchasing decisions.
Drove revenue by promoting products and services for sales conversions to meet monthly sales goals.
05/1987 to 12/2001Air Travel ConsultantAmerican Express Travel Related Services | City, STATE,
Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
Responded to clients' questions, issues and complaints and implemented appropriate solutions.
Developed process improvements and long-term business strategies through analysis of customer feedback.
Collaborated with colleagues to implement best practices across department and exceed team goals.
Took proactive approach to identifying and resolving issues that could have negative impact on business operations and revenue generation.
Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations, receiving Pacesetter status, awarded to top performers within American Express.
Education
Expected in to to No Degree | BusinessMcHenry County College, Crystal Lake, ILGPA:
Expected in 02/1979 to to Certificate of Completion | Travel ManagementAssociated Airline School, Coral Gables, FL, GPA:
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