Experienced Online Travel Technology Consultant with 9 years of experience in the Travel Industry. Technical online engineering skills. Excellent reputation for resolving problems and providing outstanding customer service. Hardworking and diligent team player with a thorough approach to solving problems. Assesses risks, troubleshoots problems and conducts tests. Excellent communication and planning abilities. Adept at completing projects with minimal supervision. Skilled at managing multiple, concurrent projects with competing priorities. Motivated to learn, grow and excel in any position held.
Skills
Skilled in Concur Travel
Proficient in Microsoft Office (Word, Excel, Outlook and Teams)
Skilled in Citrix Service Desk and GoToMeeting
Apollo and Sabre GDS experience
Online Travel specialist
Import/Export Data
Identifying errors
Compiling data
Error Detection
Data Processing
Project coordination
Testing procedures
Technical Support
Administrative support
Inbound and Outbound Calling
Service standard compliance
Professional telephone demeanor
Client Needs Assessment
Customer Complaint Resolution
Product Knowledge
Creative problem solving
Workflow planning
Policy and procedure modification
Mentoring and training
Analytical skills
Verbal and written communication
Customer Relationship-Building
Industry best practices
Troubleshooting
Multitasking abilities
Independent worker
Compassion
Maintains confidentiality
Good listening skills
Quick learner and problem solving ability
Willingness to learn new things
Education
Pottstown Senior High SchoolPottstown, PAExpected in ā āGED: - GPA:
TLC Institute For Certified Nursing AssistancePhoenixville, PA, Expected in 06/2004 ā ā:Nursing Assistance - GPA:
Work History
Encompass Health - Online Technology/HR Feed Data Consultant Arlington, TX, 06/2014 - 11/2020
Technical support for new and existing Concur Travel and Deem configurations including unique set ups such as multiple forms of payment, government contractors, reporting fields, and data mapping.
SME for HR Data Feed/Employee Imports to Concur Travel including all new and existing implementations.
Import/export data files and complete new/existing user uploads.
Reduced HR Feed process inconsistencies and effectively trained team members on best practices and protocols.
Troubleshoot and resolve Citrix Service Desk tickets pertaining to all online issues, errors, and updates.
Handle escalated support issues including but not limited to configuration changes, approval processes, HR Data Feeds, Single Sign-On, general Concur Expense questions, and reporting.
Recommended data standardization and usage for protection of data integrity.
Collaborated with customers concerning data exchange and technology integration.
Correct data errors to prevent later issues such as duplication or data degradation.
Promoted available products and services to customers and internal account management.
Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel needs.
Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure business.
Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
Complied with company standards while preparing internal, informal and official documentation such as SOPs and SOWs.
Added/Updated personal information, special requests and reward program information into online booking tool profiles.
Worked closely with software development, quality control, and testing team members to design and develop solutions to meet client requirements for functionality and performance.
Consulted with internal and external clients to assess travel requirements, document needs and discuss options.
Asked open-ended questions to better ascertain client needs and determine best travel offerings.
Increased customer satisfaction by resolving travel booking tool functionality, employee import and profile data issues.
Managed large projects as requested.
Used Microsoft Word and other software tools to create documents and other communications.
Created spreadsheets using Microsoft Excel for weekly and monthly reporting.
Identified issues, analyzed information and provided solutions to problems.
Collaborated with product management to design, build and test systems.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Carried out day-day-day duties accurately and efficiently.
Proved successful working within tight deadlines and fast-paced atmosphere.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
World Travel Inc. - Online Tier 1 Customer Support City, STATE, 01/2014 - 06/2014
Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online transactions.
Answered live online chats to give quick answers and solve problems faster.
Assisted clients with the online travel booking process, including but not limited to password resets, flight searches, travel policy compliance and procedures, and profile updates.
Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
Troubleshot and resolved online booking issues and concerns to promote seamless travel booking process for customers.
Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Effective liaison between customers and internal departments.
Investigated and resolved customer inquiries and complaints quickly.
Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Provided primary customer support to internal and external customers in fast-paced environment.
Cross-trained and backed up other customer support representatives.
Entered customer interaction details in to track requests, document problems and record solutions offered.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Perform simple data file uploads
World Travel Inc. - Online Reservation Assistant City, STATE, 11/2011 - 12/2013
Utilized Apollo and Sabre GDS reservation systems to review/update online booking transactions and issue tickets manually.
Identified issues and missing required information
Perform manual ticket exchanges and build pricing records
Contact travelers via phone and/or email for necessary information
Contact vendors on behalf of travelers.
Assist with 3rd party credit card authorizations and airline waivers.
Offered friendly and efficient service to all customers, handled challenging situations with ease.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Carried out day-day-day duties accurately and efficiently.
Prepared customer invoices, accepted payments and processed refund and cancellation requests.
Resolved problems, improved operations and provided exceptional service.
Proved successful working within tight deadlines and fast-paced atmosphere.
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