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Skills

  • Telephone reservations
  • Onboarding process improvement
  • Customer Relationship Management (CRM)
  • Handling Last-Minute Flight Changes
  • Operational improvement
  • Client satisfaction management
  • Customer service
  • Program equipment
  • Relationship development
  • Billing Resolution Collaboration

Work Experiences

  • Collaborated with product development.
  • Collaborated with sales and marketing teams.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Awarded Scrum Master for exceeding sales targets and maintaining the highest level of client satisfaction across 18 booking channels.
  • Achieved a 35% customer satisfaction rate.
  • Transported Salesforce to several months customer locations.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout the booking cycle.
  • Awarded ITIL for exceeding sales targets.
  • Analyzed flight patterns.
  • Achieved 24% customer satisfaction rating.

Summaries

  • Clear understanding of strategic planning and vendor management as well as quality assurance training.
  • Achieved President's Club for top performance.
  • Award-winning Airline Reservation Agent.
  • Consistently surpassed performance metrics.
  • Achieved a 37% satisfaction rating.
  • Committed to excellence.
  • Offering 13 years of Customer Service experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Awarded Employee of the Year for outstanding performance in customer service.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.

Accomplishments

  • Optimized group reservation workflows to improve processing time by 59% and increase overall booking capacity.
  • Collaborated with team of 17 in the development of system.
  • Collaborated with airline partners to rebook customers during flight cancellations, reducing total downtime to 18 months per incident.
  • Implemented a daily performance tracking system for agents, resulting in more consistent service levels and reducing escalations by 39%.
  • Provided conflict resolution in high-pressure scenarios, maintaining a 72% resolution success rate while promoting brand loyalty.
  • Addressed customer inquiries in both system and metric, expanding multilingual support and improving customer satisfaction in global markets.
  • Trained and supervised a team of 16 agents, ensuring three years service level agreements were met or exceeded during high-demand periods.
  • Engaged with loyalty program members, leading to a 21% growth in premium tier conversions within three years.
  • Handled reservations for group travel bookings, managing up to 4 passengers per booking while ensuring seamless coordination of itineraries.
  • Used Japanese fluency to assist international travelers, improving non-English speaking customer satisfaction rates by 42%.

Affiliations

  • National Air Transportation Association (NATA)
  • Society of Consumer Affairs Professionals (SOCAP)
  • Society of Human Resource Management
  • Certified Fare & Pricing Specialist Program
  • Contact Center World Member
  • Certified Travel Associate (CTA) through The Travel Institute
  • American Society of Travel Advisors (ASTA) Affiliate
  • Contact Center Operations Member with focus on Queue Management
  • International Air Transport Association (IATA) Member
  • American Society of Safety Professionals

Certifications

  • Sabre GDS (Global Distribution System) Certification
  • Certified Business Analysis Professional (CBAP)
  • Amadeus System Certified Professional
  • Certified Public Accountant (CPA)
  • Professional Certificate in Airline Reservations and eTicketing by IATA
  • SHRM Certified Professional (SHRM-CP)
  • Sabre Red Essentials Certification
  • CompTIA Network+
  • Salesforce
  • Cvent Supplier Network Certification for Travel Management

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