Faith Grace Martinez

Managecomplex domesticand international travel bookings using GDS systems, ensuring accuracy
and compliance with corporate and client requirements.
Provide end-to-end travel support, including itinerary planning, ticketing, reissues, refunds, and post
travel assistance.
Build and maintain strong client relationships through clear communication, professionalism, and
effective problem resolution.
Develop and manage business-to-business (B2B) relationships with airline, hotel, and travel service
suppliers.
Lead communication and negotiation with suppliers, securing competitive rates, favorable terms, and
service agreements.
Monitor, track, and manage supplier accounts, ensuring accuracy in bookings, billing, and ongoing
commercial partnerships.

Ledandsupportedateamoftravelconsultants, ensuringservice quality, accuracy, and adherence to
company procedures.
Handled complex and escalated bookings, including VIP and high-value clients.
Monitored team performance, productivity, and service standards, providing guidance and on-the-job
coaching.
Maintained hands-on travel consulting responsibilities, including GDS bookings, ticketing, and customer
support.

Managedhigh-volume travelreservations for leisure and corporate clients using GDS platforms.
Created cost-effective itineraries while ensuring fare accuracy and travel policy compliance.
Processed ticketing, exchanges, refunds, and schedule changes with a high level of accuracy.
Resolved traveldisruptionsefficiently, maintainingcustomersatisfactionand repeat business.

Delivered professionalcustomersupportviainboundcalls, handling billing, account inquiries, and
technical concerns.
Met and exceeded KPIs for call handling time, quality assurance, and customer satisfaction.
Demonstrated strong communication, problem-solving, and conflict-resolution skills in a high-pressure
environment.

Oversawdailyrestaurantoperations, staff scheduling, and service quality control.
Supervised and trained team members, ensuring efficient workflow and customer satisfaction.
Managed inventory, cash handling, and basic reporting while maintaining operational standards.
Resolved customer concerns professionally and supported business growth through effective
leadership.