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Skills

  • Training program development
  • E-ticketing Solutions
  • Organization
  • Team management
  • Amadeus Global Distribution System (GDS)
  • Customer retention strategies
  • Customer service excellence
  • Promotions and Fare Adjustments
  • Team collaboration
  • Fare Calculation Methods

Work Experiences

  • Boosted overall service quality.
  • Achieved results within 6 months.
  • Accurately monitored multiple flight availability systems to secure seats during peak travel seasons, increasing booking fulfillment by 32%.
  • Recommended various packages and amenities to guests, assisting them in finding the ideal accommodations for their specific needs.
  • Communicated flight delays, cancellations, and changes proactively, considerably reducing complaints by 15% during high-traffic periods.
  • Advised customers on alternate routes.
  • Achieved this over 18 months.
  • Addressed customer queries in both process, enhancing the company’s multilingual support capabilities and expanding the global client base.
  • Transported Salesforce to several months customer locations.
  • Assisted 5 passengers daily.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Certified Airline Reservation Agent with Scrum Master.
  • Within Customer Service, senior Airline Reservation Agent and outstanding performer in strategic planning and performance reporting.
  • Achieved Outstanding Service Award for consistently surpassing monthly upselling and cross-selling targets. Increased additional services revenue by $16 in 2020 by offering customized travel solutions.
  • Certified Airline Reservation Agent with OSHA and a track record of exceeding sales targets across 10 booking channels. Achieved the highest level of client satisfaction in 2016.
  • Achieved Innovation Award for surpassing upselling and cross-selling targets.
  • Boosted revenue by $14 in three years.
  • Strengths in process improvement and quality assurance backed up by Customer Service training.
  • To achieve positive outcomes, works to answer all questions from guests via phone or email.
  • Achieved a 42% repeat client rate.

Accomplishments

  • Facilitated the adoption of a customer self-service booking portal, increasing customer portal utilization by 27% in 6 months.
  • Optimized group reservation workflows to improve processing time by 59% and increase overall booking capacity.
  • Used Japanese fluency to assist international travelers, improving non-English speaking customer satisfaction rates by 42%.
  • Accurately reviewed customer flight details, reducing rebookings and check-in issues by 16%, improving client satisfaction.
  • Consistently exceeded monthly sales and revenue targets, contributing to a 52% annual growth for the reservations department.
  • Assisted in the successful system migration of Tableau by performing data clean-up and re-training staff, ensuring 30% system adoption within one year.
  • Enhanced team performance during customer service training sessions, increasing competency scores by 25% in two years.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Engaged with loyalty program members, leading to a 21% growth in premium tier conversions within three years.
  • Collaborated with team of 17 in the development of system.

Affiliations

  • International Council of Hospitality, Restaurant, and Institutional Education (ICHRIE) Affiliate
  • Rotary International
  • Airline Industry Sales Academy Graduate
  • Certified Fare & Pricing Specialist Program
  • Contact Center Operations Member with focus on Queue Management
  • International Air Transport Association (IATA) Member
  • National Air Transportation Association (NATA)
  • International Council of Nurses
  • Association for Airline Passenger Rights (AAPR)
  • Air Transport Research Society Member

Certifications

  • Travel & Tourism Diploma by IATA
  • Amadeus System Certified Professional
  • Galileo GDS Certification for Airline Agents
  • IATA Certification in Airline Reservations and Ticketing
  • CompTIA A+ Technician
  • Professional Diploma in Airline Call Center Operations
  • Certified Airline Revenue Management Professional (ARMP)
  • Cisco Certified Network Associate (CCNA)
  • FAA Air Carrier Certification for Airline Agents
  • IATA Passenger Services Conference (PSC) Certification

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