ESC Desk Government 24 HR - Omega World travel - Virginia
(2025-10)
Work on the Emergency Service Desk, Government, service 30 federal agencies, air, car and hotel government business travel, using GDS smart point, Apollo and Sabre systems, Govt security clearance requirements
Sr. Corporate Travel Consultant (Contract) - Maritz Global Events - Remote
(2024-01 - 2024-11)
- Provided expert corporate travel solutions across multiple global accounts.
- Booked and managed domestic and international travel using Sabre.
- Ensured ticketing accuracy and policy compliance for all itineraries.
- Trained and mentored 20 agents, increasing team performance metrics by 21%.
- Lead a team of 20 customer service agents, improving team efficiency by 25% targeting coaching and process optimization.
Corporate Travel Consultant (Contract) - American Express Global Business Travel (GBT) - Remote
(2021-07 - 2023-07)
- Handled 70-plus calls daily, maintaining a high customer service standard
- Delivered high-touch client service in a fully remote team setting.
- Assisted with the training of recruits, helping to shorten the average training period by 2 days.
- Managed crisis resolution, ensuring a 90% customer retention rate.
Corporate Travel Consultant (Contract) - BCD Travel - Atlanta, GA
(2019-08 - 2021-06)
- Supported business clients with end-to-end travel coordination.
- Adhered to company travel policies while booking international and domestic arrangements.
- Maintained consistent satisfaction ratings of 5 stars from 2020-2021and client retention of 90%.
Sales & Service Representative - American Airlines - Fort Worth, TX
(2012-11 - 2013-11)
- Supervised daily operations and performance of 7 customer service teams
- Set performance targets and conduct regular check-ins to improve efficiency and quality of service
- Provided technical support for clients on a wide range of company products, resolving issues at a 90% rate.
- Experienced in responding to customer inquiries, resolving complaints, and providing product information.
- Skilled in identifying customer issues and quickly providing relevant solutions.
- Utilized customer feedback to improve customer service standards and increase customer loyalty.
- Assisted clients with troubleshooting and issue resolution during booking.
International Travel Consultant (Contract) - Travelocity Business / Sabre Holdings - Westlake, TX
(2008-07 - 2009-03)
- Designed complex itineraries for senior executives and high-profile clients.
- Managed end-to-end travel reservations with a focus on international compliance.
Corporate Travel Consultant (Contract) - WorldTravel BTI / BCD Travel - Remote
(2003-12 - 2007-12)
- Specialized in VIP travel for clients such as Deloitte & Touche and Siemens Corp.
- Delivered tailored travel plans while ensuring strict policy adherence.
Corporate Travel Counselor - Carlson Wagonlit Travel - Atlanta, GA
(1996-08 - 2000-11)
- Served major corporate clients including Coca-Cola, UPS, and Siemens.
- Coordinated multi-leg international travel while optimizing cost and convenience.
- Demonstrated ability to anticipate customer service needs and provide prompt, efficient solutions.
- Proven record of providing exceptional customer service to clients from diverse backgrounds.
- Developed and implemented customer service policies and procedures to optimize customer satisfaction
