Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Alicia Fleming

Mesa,AZ

Summary

Seasoned professional with a robust background in travel bookings and fraud investigation, honed at American Airlines. Excelled in enhancing customer engagement through expert travel sales and cost planning. Demonstrated exceptional problem-solving abilities and interpersonal skills, significantly improving customer satisfaction and operational efficiency. Skilled in leveraging travel industry software and fraud detection tools to secure transactions and optimize travel experiences.

Overview

9
9
years of professional experience

Work History

Credit Card Investigator Revenue and Accounting

American Airlines
11.2023 - Current
  • Evaluate real time credit card sales in order to detect potential fraudulent activity
  • Take appropriate course of action to identify and curtail fraudulent activity, using internal/external fraud tools and Sabre
  • Contact credit card holders, credit card companies and banks for credit card purchase verifications
  • Coordinate activity with Airport Customer Service departments and Corporate Security personnel in an effort to prevent fraudulent ticket usage.
  • Complete other related tasks/projects as assigned

Reservation Agent Specialist

American Airlines
07.2023 - 11.2023
  • Processed airline reservations, cancellations, and changes for domestic and international flights.
  • Advised customers on available options regarding their travel plans when faced with delays or cancellations due to weather or mechanical issues.
  • Verified guest information and payment options ensuring accuracy and completeness.
  • Developed strong relationships with customers through attentive listening and understanding of individual needs.

Reservation Meeting Service Department

American Airlines
05.2017 - 07.2023
  • Sell company services to travel agent and Individual
  • Provide assistance with reservation using AACORN for travel world-wide booked multitude of products from all over the company including but not limited to GMT, Corporate Contracts, Business Extra, Citibank/Aviator Companions, and assist Sales Support
  • Handles back up calls as assigned

Reservation Specialist

American Airlines
11.2015 - 05.2017
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Relayed information on availability, pricing and discounts to customers.
  • Provided guidance and advice on travel plans when requested by customers.
  • Took credit card payments over phone and in person.
  • Utilized problem solving skills to address customer issues quickly and efficiently.
  • Cross-checked all reservation details prior to completion to ensure accuracy.
  • Researched and resolved customer complaints related to bookings and cancellations.
  • Utilized problem solving skills to resolve any issues that did arise quickly and efficiently.
  • Processed payments for bookings using credit card processing systems.

Education

High School Diploma -

Woodrow Wilson High School
Portland, OR
06-1983

Skills

  • Travel bookings
  • Travel sales
  • Cost planning
  • Train Observer
  • Fraud Investigator
  • Customer engagement

Accomplishments

  • Awarded top sales out of 2% of sales agents in 2019
  • Awarded for going above and beyond expectations of my immediate supervisor
  • Awarded for great customer service by my immediate supervisor

Timeline

Credit Card Investigator Revenue and Accounting

American Airlines
11.2023 - Current

Reservation Agent Specialist

American Airlines
07.2023 - 11.2023

Reservation Meeting Service Department

American Airlines
05.2017 - 07.2023

Reservation Specialist

American Airlines
11.2015 - 05.2017

High School Diploma -

Woodrow Wilson High School

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Alicia Fleming