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Skills

  • Executive travel
  • Manual process automation
  • Client relationship management
  • Project organization
  • MS Office
  • Dispute resolution and refund management
  • Operational improvement
  • Policy development and implementation
  • Regulatory compliance
  • Fast-track service program development

Work Experiences

  • Collaborated with procedure customers to determine their needs and deliver process service.
  • Awarded Top Performer for exemplary service during peak tourist seasons, credited with processing over 12 passports in 2022.
  • Collaborated with Harbor & Co. On e-passport trials.
  • Achieved employee of the month status.
  • Saved $5 by putting in place cost-cutting measures that addressed long-standing issues.
  • Analyzed trends in digital ticketing delays and implemented corrective measures that reduced errors by 53% within 9 months.
  • Communicated benefits and information about international travel insurance to clients and obtained the best rates, resulting in a 15% increase in repeat business.
  • Awarded Outstanding Service Award for exemplary service.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Actively cross-sold ancillary passenger services, resulting in an increase of $18 in incremental revenue from add-ons.

Summaries

  • Adept at resolving disputes and addressing refund requests, improving client satisfaction by 33% through a more client-friendly ticketing and refund policy.
  • Achieved 23% growth in premium service subscriptions year-over-year.
  • Automated over 17% of ticketing-related tasks.
  • Proven track record of creating profitable travel programs and growing clientele.
  • Achieved minimal errors in processing.
  • Accomplished in fast-paced environments, consistently managing up to 8 passport applications weekly while maintaining error rates below 66%. Recognized for service excellence.
  • Travel sales expert with strong administrative skills and previous experience working for reputable agencies.
  • Addressed refund requests.
  • Achieved a 18% accuracy improvement.
  • Clear understanding of stakeholder engagement and workflow optimization as well as client relations training.

Accomplishments

  • Improved fraud detection efforts by implementing rigorous document verification protocols, reducing the rate of fraudulent submissions by 23%.
  • Revamped the international ticketing process, reducing booking time by 8% and improving internal operational efficiency.
  • Instituted bilingual support for ticketing agents in Chicago, reducing client response times by 52% and achieving 29% higher ratings on follow-up surveys.
  • Developed a client satisfaction tracking system that identified service bottlenecks and led to a 55% increase in repeat business year-over-year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Devised a fast-track passport service that increased revenue by $7 annually and saw a 55% boost in premium service subscriptions.
  • Successfully expedited 17 passport renewals during high-demand periods, resulting in a 19% increase in returning customers.
  • Optimized visa and passport inquiry workflows to allow for same-day response times, improving client satisfaction by 50%.
  • Facilitated a partnership with key travel consulates, enabling expedited visa processing for over 4 high-profile clients per month.
  • Led a cross-functional team to apply new compliance standards that reduced processing errors by 66%, improving the overall success rate of applications.

Affiliations

  • Association of Information Technology Professionals
  • Society of International Professional Consultants (SIPC)
  • World Aviation Group (WAG)
  • Open Skies Network Association
  • Jaycees
  • The Passport Professionals Special Interest Group
  • American Customer Satisfaction Index (ACSI) Travel Network
  • Project Management Institute
  • Airline Reservations System Professionals Network (ARSPN)
  • Global Ticketing Systems Group (GTSG)

Certifications

  • Certified Airline Booking Agent (CABA)
  • Certified Conflict Resolution Professional (CCRP)
  • Certified Tourism Ambassador (CTA)
  • Certified Fraud Examiner (CFE)
  • International Air Transport Association (IATA) COVID-19 Travel Safety Certification
  • Certified Travel Consultant (CTC) - American Society of Travel Advisors (ASTA)
  • Amadeus Airline Ticketing Certification
  • Certified Customer Service Professional (CCSP)
  • CompTIA Security+
  • ServSafe

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