travel program specialist resume example with 20+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary
Hardworking Client Support Specialist with terrific problem-solving and troubleshooting skills. Engaging and personable to promote a "client first" mentality and dedicated to contributing to team-based environments. Able to lead all levels of the organization through the development and execution of visions to meet and exceed personal and professional objectives.
Skills
Strong Change Management
Relationship Building
Excellent Communication Skills
Project Organization
Training/Mentoring/Coaching
Self Motivated/Goal Oriented
Understanding Customer Needs
Contract negotiations
Education
University of North TexasDenton, TXExpected in 12/1992 ā āBachelor of Science: - GPA:
Accomplishments
American Express Pacesetter Award - 2008, 2011 and 2014 awarded to top 5% of employees globally
Star Performer Award - awarded quarterly for outstanding performance
Collaborate with Customer to develop and administer long and short term project plans and strategic initiatives.
Global contact for operational escalations.
Concur Global Site Administrator facilitating and managing all site programming, policy updates, technical issues and profile management.
Provide best practice, consultative and industry standard advice for Travel Program to client on policy and procedure.
Vendor contact facilitated rate loading communications, changes and escalations as needed.
Travel Reports providing Pre and Post Travel, KPI Metrics through adhoc and recurring monthly reporting utilizing varied reporting tools.
Liaise with different departments for any escalation and to problem solve discrepancies (i.e. travel arrangements, invoicing, process breakdowns, etc.)
BTA credit card reconciliation and backup reporting.
Drove operational improvements which resulted in savings and improved profit margins
Responsible for three Private Equity teams of 30 Executive Travel Counselors.
Proactively drive daily operations including staffing, reporting and work tasks assignments.
Analyze trends and make suggestions for process improvements.
Monitor customer SLA to ensure maximum staff efficiencies and proper levels of customer service.
Send out communication, ensuring that non-redirect reports are well informed about issues which effect customers, driving improvement of operations and change management.
Manage customer service issues including research and resolution to customer, develop strategy for process improvements.
Project management through maintenance of AIM profile and error reporting. Update tools with daily, weekly and monthly updates of Air Contracts etc.
Trained associates on key account specific materials, POS tools and GDS's while driving results.
American Express Global Business Travel - VIP Travel Specialist City, STATE, 05/2008 - 06/2014
Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
Utilized multiple GDS's including Sabre and Apollo for travel arrangements.
Coordinated logistics for for small meetings and large scale conferences including in person site survey and selections.
Managed monthly reconciliation of Business Travel Accounts and supplied supporting documentation for AP.
Successfully implement onboarding process for clients road warrior sales team by meeting with and training new hires on online booking tool and profile setup.
Maintain and track unused client ticket credits for use within client travel program maximizing savings.
Administrator of Deem and later Concur site for approvals and updates to sites.
Monitor and enforce client travel policy to ensure maximum amount of savings and use of preferred vendors.
BCD Travel - Travel Consultant City, STATE, 08/1999 - 05/2008
Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
Attended training sessions, familiarization trips and site inspections to maintain current industry knowledge and gain insight into tourism trends.
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.
Managed reporting requests and corrections to reports.
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