ALAN MAZZOLA
Orlando,FL
Summary
Authorized to work in the US for any employer. I am a very loyal employee with an excellent work ethic. I was employed with my former employer for over 30 years and was recently terminated due to a downsizing of the company. I am a people person and strive for excellent customer service and perfection. I work well independently or as part of a team. I am a true asset to any company that I work for.
Overview
31
31
years of professional experience
Work History
Tier II Agent
Chase Travel (CX Loyalty)
2023.09 - Current
- I am employed as a Tier II agent to assist frontline agents (Tier I) with travel situations that they are not authorized to handle, or require a more experienced travel consultant to handle.
- These duties would include and and are not limited to, direct dealings with our vendors, major ticket exchanges, difficult or irate card members, and involved airline fare calculations.
- Following up with customers throughout the whole process is key in offering a positive customer experience and excellent customer service
- Involved with our daily LMOS sharing ideas of better processes that are used in other agencies outside of Chase Travel. Hopefully these ideas will be considered to increase productivity and customer satisfaction.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Director Global Travel
Sykes Enterprises, Incorporated
1992.11 - 2023.05
- I developed a corporate travel department and obtained ARC/IATA appointments to become a CTD
- I chose Amadeus and Sabre for our GDS platforms and Trams as our back office
- In recent years I deployed Concur Travel & Expense as the corporate booking tool
- I have worked remotely since 2001 and have been the escalation point for any GDS issues, space issues, and customer service issues
- I have also assisted working the reservation queues due to the increase in volume with the company growth.
Education
Some College in Business Management -
Marlboro Central High School
Marlboro, NYSkills
- People person and aim for excellence in customer service.
- Problem Solving
- Verbal and Written Communication
- Staff Training and Development
- Networking Events
- Customer Complaint Resolution
- Detail-Oriented
- Decision Making
- Relationship Building
- Customer needs determination
Timeline
Tier II Agent
Chase Travel (CX Loyalty)
2023.09 - Current
Director Global Travel
Sykes Enterprises, Incorporated
1992.11 - 2023.05
Some College in Business Management -
Marlboro Central High School
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