Summary
Overview
Work History
Education
Skills
Timeline
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Andrea Linville

Henderson

Summary

Dynamic Account Manager with a proven track record at Balboa Travel, excelling in client relations and issue resolution. Enhanced client satisfaction through strategic planning and relationship building, achieving high retention rates. Skilled in operations and team collaboration, consistently delivering exceptional service and optimizing workflows for improved efficiency.

Overview

25
25
years of professional experience

Work History

Account Manager

Balboa Travel
07.2024 - Current
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, while maintaining positive relationships with all parties involved.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Streamlined internal processes for better efficiency in account management tasks.

Agent Team Lead/Local Account Manager

Balboa Travel
04.2019 - 07.2024
  • Informed clients of policies and procedures.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Dual role consisted of collaborating with internal departments to streamline processes and improve overall account management strategies, resulting in optimized workflows and faster response times for clients
  • Worked closely with global account manager to strategize methods and ideas on cost savings for corporate travel account
  • Book C-level domestic and international airfare, car, and hotel reservations

Agent Team Lead

Balboa Travel
05.2018 - 04.2019
  • Managed a team of 8 travel consultants, serving as primary point of contact for escalations and complex customer issues
  • Demonstrated strong problem solving skills and ability to resolve issues in a timely matter
  • Provide operational procedures to account management
  • Ensured agent team was up to date on corporate travel policy enabling them to book travel in accordance with policy

HR Agent Team Lead

Balboa Travel
09.2007 - 05.2018
  • Utilized booking systems and travel management software to streamline booking process
  • Ensured accurate domestic and international air, car, and hotel reservations were booked for candidates and employees relocating
  • Booked domestic and international airline tickets for interns
  • Ensured all travel was booked in accordance to HR and corporate travel policies

Travel Consultant

Balboa Travel
09.2000 - 09.2007
  • Built strong relationships with clients through exceptional communication and personalized service.
  • Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
  • Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
  • Utilized booking system and travel management software to streamline the booking process and ensure domestic and international air, car, and hotel reservations were accurate

Education

No Degree - Travel Consultant

Pacific Institute of Travel
Emeryville, CA
07-1991

Skills

  • Account management
  • Customer service
  • Teamwork and collaboration
  • Client relations
  • Customer satisfaction
  • Relationship building
  • Strategic planning
  • Customer relationships
  • Issue resolution
  • Operations

Timeline

Account Manager

Balboa Travel
07.2024 - Current

Agent Team Lead/Local Account Manager

Balboa Travel
04.2019 - 07.2024

Agent Team Lead

Balboa Travel
05.2018 - 04.2019

HR Agent Team Lead

Balboa Travel
09.2007 - 05.2018

Travel Consultant

Balboa Travel
09.2000 - 09.2007

No Degree - Travel Consultant

Pacific Institute of Travel

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Andrea Linville