Corporate Travel Consultant
Carlson Wagonlit Travel
مجموع سنوات الخبرة :17 years, 11 أشهر
- Arrange business travel from initial request to completion for corporate clients.
- Provide recommendations to clients on efficient/alternate routes and lowest logical fare available.
- Serve as a liaison between clients, and contracted/preferred suppliers.
- Investigate and follow up on customer service issues.
- Provides visa advise and flight updates.
- Issue, exchange and send ticket for refunds.
- Ensure travel booking request is in keeping with company travel policy and advise if travel approval is required.
- Has experience working with shared account and dedicated corporate account.
- Provide travel solutions in the event of flight disruption or emergency.
- Perform email, inbound and outbound calls.
- Ensure daily/monthly KPI and SLA are being met.
- Help review existing and new company process/software.
- Book air, car, and hotel reservation using GDS Galileo and Amadeus
Results Achieved:
- Met all daily/monthly KPI and SLA.
- Maintained and exceeded client satisfaction ratings
from launch of account until present.
- Consistently averaging 90-100% GOS MTD where target is 80%.
- QA monitoring both on calls and email from 95-100%.
- Above 90% adherence rate.
- Achieved 100% compliance rate.
- Provide consultancy and guidance on projects for accuracy and successful implementation.
- Handles client/account management.
Research, propose and lead pitch on new business opportunities.
- Review existing and new products for quality monitoring.
- Ensures final product observes company standards and as per client expectation.
- Identify and resolve workflow and production issues.
- Help formulate/improve business/organization processes.
- Performs project planning, scheduling, coordination and monitoring.
- Help manage and screen potential team members.
- Process employment pass, business application/registration and government grant application.
- Manages director’s calendar/schedule, visa and travel arrangement.
- In charge of meeting/events planning and execution.
- Responsible for company documents, invoice, basic book keeping, and office supplies.
- Record minutes from meetings.
Results Achieved:
- Contributed in building a startup company up to its MVP stage.
- Created a team with skill sets and personality that complements and boost productivity.
- Succeeded in exploring alternatives on operating efficient and lean
- Effectively managed existing accounts and expand to new markets
- Maintained project timelines and smooth delivery of products and services.
Emergency/After Hours
- Verify and document travel approval for Apple employees.
- Ensure employee travel meets travel policy.
- Create and submit reservation for travel approval.
- Secure travel arrangements for Apple employees to include air travel, ground transportation, hotel and car rental.
- Monitor flight status.
- Provide travel solutions in the event of flight disruption or emergency. - Research complex travel rules and
regulation for clients.
- Handles customer complaints and provide resolution.
- Ensure daily/monthly KPI and SLA are being met.
- Covers all travel needs for Apple employee from APAC, EMEA and USCA region. - Book air, car, and hotel
reservation using GDS Sabre and in house booking software
Results Achieved:
- Met all daily/monthly KPI and SLA.
- Effectively service concurrently calls and email for EMEA, APAC and USCA region.
- Maintained and exceeded employee satisfactory rate.
- Achieved all travel booking compliance rate.
RSC - Manila and Singapore
- Work as a dedicated corporate travel agent for regional service center for Manila account
- Help support Singapore regional service center when needed
- Provide air, hotel, and car rental quotation to clients
- Inbound/outbound calls and email correspondent
- Book air, car, and hotel reservation using GDS Galileo and Abacus
- Update client profiles
- Serve as liaison between the passenger, airline, car and hotel vendors
- Monitor queues
- Handle customer complaints and provide resolution
- Monitor flight status
- Provide travel solutions in the event of flight disruption or emergency
- Committee member for Employee events and work life balance program
- Ensure daily/monthly KPI and SLA are being met
Results Achieved:
- Met all daily/monthly KPI and SLA.
- Maintained and exceeded client satisfaction ratings for 3 consecutive years from launch.
- Consistently averaging 90-100% GOS MTD where target is 80%.
- Smooth account transition from Philippine regional service to Singapore office.
TravelFocus/Tzell Travel
- Report to supervisor on client updates, attendance, and additional training
- Work as a Corporate travel consultant and as an after-hours travel consultant for US accounts
- Inbound/outbound calls and email correspondent
- Book air, car, and hotel reservation using GDS Sabre
- Serve as liaison between the passenger, airline, car and hotel vendors
- Issue, exchange and refund electronic ticket
- Handle customer complaints and provide resolution
- Monitor flight status
- Provide travel solutions in the event of flight disruption or emergency
- Ensure daily/monthly KPI and SLA are being met
Results Achieved:
- Met all daily/monthly KPI and SLA.
- Achieved all client specific travel compliance
- All GOS met at average rate from of 90-100%
LOB: United Solutions Desk
- Functions as a Sales Solution Consultant
- Handles top tier US travel agencies, government and VIP account queries
- Process/grants favors and waivers for travel agencies and corporate accounts
- Act as resolution officers
- Performs complex research for Account Managers, Key Account Manager, and Travel Agency Representative
- Endorse or recommend clients on proper channels
- Work as both voice and e-mail support agent
- Monitors Sabre queues
- Ensure daily/monthly KPI and SLA are being met
- Provides training on product update/process
- Help team lead monitoring CMS. Prepare reports on agent log in and log out. Listen to recorded calls for quality
monitoring and mentor agent on quality call/email handling
LOB: United/Other Airlines Mileage Plus and Revenue Reservation + North America Sales Reservation
- Respond to customer inquiries and provide solutions
- Process and manage customer accounts
- Perform US Domestic and International reservation/inbound sales
- Book US Domestic and International Award reservation for Star Alliance.
- Dedicated agent for booking Round The World fares/travel
- Help team lead monitoring CMS. Prepare reports on agent log in and out.
- Listen to recorded calls for quality monitoring, mentor agent on quality call/email handling
- Issue / reissue / revalidate / and manual reissue tickets
- Provide travel solutions in the event of flight disruption or emergency situations
- Ensure daily/monthly KPI and SLA are being met
Results Achieved:
- Maintained very satisfactory CSAT throughout the campaign.
- Meet individual and site sales target
- Met and exceed client AHT.
- Account GOS average rate from of 90-95%.
- Consistent top QA achiever.
- Part of the team that successfully launched 2 LOB that exceeds client expectation.
- Passed all client certification with flying colors.
- Helped team achieved to be on the top rank among others, through monitoring team stats and coaching.
Respond to customer inquiries and provides solutions
- Process and manage customer accounts
- Perform US domestic reservation and inbound sales
- Book Award reservation
- Issues / reissues / revalidates / and manual reissue tickets
- Provide travel solutions in the event of flight disruption or emergency situations
- Ensure daily/monthly KPI and SLA are being met
Results Achieved:
- Maintained very satisfactory CSAT throughout the campaign.
- Meet individual and site sales target
- Met and exceed client AHT.
- Account GOS average rate from of 90-95%.
- Consistent top QA achiever.
Supervise store operation.
- Develop strategies to improve customer service
- Create store policies and marketing programs to increase sales and grow existing customer base
- Perform minor computer troubleshooting
- In charge of customer feedback and resolution
- Handles staff recruitment, orientation, training and scheduling
- Provides coaching, counselling, monitoring and appraising employee
- Review store budget, income and expenditures
Results Achieved:
- Boost monthly sales
- Expanded customer base and introduce other services
- Maintained an orderly and productive work place
Administer individual membership application and renewals
- Point of contact for members and prospective members, providing customer service at all forms through calls,
emails, face to face, and roadshows.
- Sends out product update, promotions, invoices and payment reminders
- Perform outbound calls to prospect client
- Update and ensure accurate documentation of members individual records
- Provide information and solutions to customer queries
- Ensure to meet monthly sales target
- Raise customer issues to correct department.
Results Achieved:
- Hit monthly sales target
- Effectively represent/promote company services and products
- Maintained high customer satisfaction rating
Promote bar activity (visual ads, telemarketing, and meeting clients)
- Participate on planning and brainstorming for creative marketing campaigns
- Assist on bar operation (reservation, assisting guest, and motivation of bar staff)
- Engage on monthly marketing and sales review
- Review brand awareness and marketing efforts
- Conduct research on effective bar campaign and target market
- Analyse/interpret marketing data to improve marketing/sales
- Liaise with partner/vendors to execute events and campaigns
- Execute and ensure good customer service
Results Achieved:
- Hit monthly sales target
- Introduced other line of business, market and services
In charge of documentation, submission and release of Immigration papers
- Coordinates on the release and dissemination of hold departure orders
- Review parameters on immigration appeals for approval
- Record keeping of incoming and outgoing documents
- Serve as a
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