Jersey City, New Jersey, United States
I am a senior TICO-certified travel professional with 19+ plus years of well-rounded, progressive experience in the industry. A synopsis of my professional experience would include the following: • Outstanding customer service skills utilizing active listening skills and offering needs-based solutions to deliver high-quality customer experiences and boost customer satisfaction • Proven expertise in handling complex schedule change queues and managing day-to-day air reservations ticketing operations while delivering exceptional customer service. • Excellent interpersonal skills with a proven ability to respond to inquiries on time • Effective problem solver known for taking pride in resolving complex customer files • Highly organized multi-tasker, recognized for accuracy and meticulous attention to detail • Expertise in calculating insurance claims, reconciling accounts, and managing receivables and refunds • Advanced proficiency in Sabre, Apollo, and Farelogix system platforms • Diploma in Travel and Tourism (Honours); TICO Certified Travel Counselor • Provincial Insurance Certification (PIC) for Ontario, British Columbia, and Saskatchewan • Well-versed in Microsoft Office applications like Word, Excel, and Outlook
• Responsible for major and minor schedule changes including date changes, routing changes, and changes stemming from irregular operations (IROP). • Responsible for quality control and processing of supplier sales/refunds, as well as preparation of payment reconciliation for cheque issuance • Provided first call complaint resolution to irate customers providing alternative consumer choices with small cost increase resulting in customer satisfaction and improved sales • Calculated customer insurance claim amounts on cancelled files by working with suppliers • Recommended streamlining the schedule change procedure to drive process efficiencies • Produced quarterly ledger accounts for tour and cruise suppliers; logged company credit card charges to tour and cruise suppliers for monthly statement postings • Reviewed bookings on a queue basis by regularly checking customer credit card charges and quotations in the Sabre system against customer invoices. Identified discrepancies and liaised with back-office agents to meet weekly payment deadlines. • Hand-picked to train new hires in the department in Sabre
• Delivered exceptional customer experience to Expedia.ca, Expedia for TD, and Travelocity customers. • Handled schedule changes; made outbound calls to inform customers of schedule changes • Managed complex ticketing requests that are not supported by the online system • Carried out Phase IV procedures and exchange of tickets • One of the select core team members entrusted to handle customer refunds of overcharges
• Responsible for delivering high quality of service to high profile, well-travelled adventure clients. • Managed reconciliation of vendor accounts and receivable management • Successfully resolved problems and delivered against client expectations, resulting in a loyal client base with high repeat sales • Carried out air travel arrangements for travel packages and group bookings. Researched upcoming trips to determine optimal pricing opportunities, ensuring increased profitability • Streamlined air desk procedures, coordinated air with operations to provide timely service
• Responsible for Back Office Accounting of PVC (Package Vacation & Cruise) files for Cruise line, Thomas Cook and Air Transat accounts • Manually invoiced bookings on a queue basis by checking customer information, credit card charges, and quotations in Sabre system is accurate • Compiled invoices, identified and rectified discrepancies in payments, and reconciled vendor accounts for weekly remittance, utilizing Microsoft Excel, Agresso, and Sabre systems • Ensured the vendor is cleared from the Agresso system on a timely basis. Calculated insurance claim amounts on a PVC file for the Insurance Company • Collaborated with the IT department to change the bookings in Sabre System from manual invoicing to automated invoicing for process improvement • Communicated and updated customers on their travel arrangements and schedules • Nominated to train new employees in the quality control of invoicing, insurance, preparation of payments, reconciliations, and travel document reviews