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Skills

  • Customer service
  • Agent performance tracking
  • Business operations
  • Hotel accomodations
  • Agent productivity initiatives
  • Team management
  • First Aid/CPR
  • Compliance with industry regulations
  • Supervision
  • MS Office

Work Experiences

  • Achieved a 72% increase in group tour bookings.
  • Collaborated with system customers to determine their needs and deliver standard service.
  • Achieved Excellence Award for outstanding management of customer booking services, recognized for reducing service interruptions by 80%.
  • Achieved results within the first two years.
  • Collaborated with finance team to track and resolve billing issues, achieving an outstanding collections rate of $17 over three years.
  • Achieved a 22% improvement in first-call resolution rates.
  • Collaborated with Columbus-based vendors to source special promotions, increasing ticket sales by $14 within the first several months.
  • Achieved results over a the past year period.
  • Coordinated group hotel bookings for weddings and special events with the sales department.
  • Saved $18 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • Hardworking and good at selling over the phone.
  • Aligned efforts with marketing and finance teams.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Boosted satisfaction scores by 23%.
  • Offering 6 years of Miscellaneous experience.
  • Achieved a 71% improvement in satisfaction scores.
  • Collaborated effectively with vendors, securing large-scale promotions that boosted ticket sales by $2 within the first the past year.
  • Accelerated resolution by partnering across departments.
  • Accomplished Ticketing Reservation Supervisor with strong leadership in optimizing customer service metrics, driving 65% improvement in booking accuracy and agent productivity.
  • Achieved a 79% reduction in booking wait times.

Accomplishments

  • Implemented new training modules, increasing booking system proficiency across 14 team members within framework.
  • Created a ticketing agent certification program, increasing skill verification within the team by 32%.
  • Collaborated with team of 16 in the development of metric.
  • Transitioned team members to a new booking platform, reducing system-related issues by 77% within the first 8 months.
  • Led a team of ticketing agents through high-demand seasons, improving response times by 51% over 2018.
  • Resolved high-impact disputes with Meridian, achieving a resolution rate of 34% throughout the event season.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Monitored agent performance metrics, implementing procedures that resulted in a 77% increase in average handling times.
  • Utilized CRM tools to increase sales conversion rates for promotional packages, boosting revenue by $15 in 2019.
  • Established best practices around compliance with industry-specific regulations, yielding a 47% reduction in compliance errors.

Affiliations

  • Global Reservation Systems Professional Association (GRSPA)
  • Customer Service Institute of America (CSIA)
  • Sales and Marketing Professionals in Aviation (SMPA)
  • Society of Reservation System Specialists (SRSS)
  • International Air Transport Association (IATA)
  • Ticketing and Reservations Industry Body (TRIB)
  • Freemason
  • Rotary International
  • American Society of Safety Professionals
  • American Medical Informatics Association

Certifications

  • ICAO Certified Communications and Navigation Personnel
  • Certified Aviation Management (CAM) Credential
  • Apple Certified Associate (ACA)
  • Certified Travel Counselor (CTC)
  • ServSafe
  • First Aid/CPR Certified
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP)
  • SHRM Senior Certified Professional (SHRM-SCP)

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