Angela R Craft
Addison
Summary
Dynamic Travel Advisor with extensive experience at JPMorgan Chase, excelling in itinerary management and customer service excellence. Proven ability to resolve complex issues and enhance client satisfaction, leveraging GDS systems expertise and strong communication skills. Recognized for delivering unique travel experiences and maintaining data security while managing high-stakes situations.
Overview
11
11
years of professional experience
Work History
Travel Advisor III
JPMorgan Chase
Plano
10.2025 - Current
- Coordinating domestic and international travel for card members.
- Securing hotel, air, and car travel using GDS systems, supplier portals, and internal systems.
- Researching and recommending unique travel experiences, destinations, accommodations, and cultural activities.
- Offering personalized recommendations based on customer’s desires.
- Providing real-time support for itinerary disruptions, cancellations, or emergencies.
- Arrange special requests, such as wheelchair services and dietary needs.
- Inform clients about travel conditions, local customs, required documents, and travel advisories.
- Charging/Refunding and applying points to customers’ account as needed while protecting their data.
- Process payments and documents, such as invoices, insurance papers, and itineraries.
- Keeping Card members’ information secure.
Customer Experience/Chat Specialist
Delta Airlines Inc.
Dallas-Fort Worth
10.2018 - 09.2025
- Promptly responding to customer queries via email, live chat, video, phone, and social media channels.
- Immediately escalating serious complaints or issues that you are not equipped to deal with.
- Coordinating with colleagues or managers to find the best solutions to customers’ issues.
- Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
- Maintaining a polite, helpful, and professional manner at all times.
- Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
- Familiarized myself with new products and services as they are introduced.
- Attending workshops and meetings as required.
- Provided training to new customer service and chat agents.
- Respecting client confidentiality at all times.
- Over 1 million dollars in sales during the first 7 months of job performance.
- Continued to create sales and retain customers.
Sr Customer Resolutions Specialist
Walmart eCommerce
Fort Worth
06.2018 - 09.2018
- Assisted Tier 1 representatives with resolving dot com customer issues with inbound calls.
- Refunded customers for damaged, Lost in Transit, and/or Lost after delivery orders.
- Replaced damaged, lost, and or unwanted orders.
- Adjusted customers' accounts for billing errors as needed.
- Awarded customers with E-gift cards as needed for any type of inconvenience caused by the company or stores.
- Placed outbound calls to customers as needed to handle complex order issues.
- Utilized supervisory authority to perform the above listed duties.
- Contacted various freight companies to schedule deliveries for customers as needed and provide follow up.
Tax Examining Technician
Internal Revenue Service
Dallas
11.2017 - 05.2018
- Provided tax payers with the most up to date information as needed.
- Provided customer service as well as adjusting tax payers accounts as needed to provide them with a federal refund or to inform them of debt owed to the federal government.
- Sent notices as needed.
Night Auditor/Front Desk
Four Points by Sheraton DFW Airport North
Coppell
10.2017 - 03.2018
- Checked customers in and out of hotel suites.
- Answered incoming calls and scheduling shuttle rides for guests.
- Completed the night audit duties and running reports needed to verify transactions.
- Assured a zero balance nightly from the night audit.
- Balancing flash reports and any other In-house reports as needed.
- Audited and Balanced the Food and Beverage area as well.
- Made cash drops daily if needed.
- Delivered items to guests if needed.
Sr Specialist, Corporate Accounting
American Airlines
Fort Worth
06.2016 - 11.2017
- Performs accounting functions associated with the Fuel Accounting Process.
- Researches and resolves accounting discrepancies in a timely manner, including correspondence with external contacts, when necessary.
- Completes data entry of accounting information.
- Edits/audits transactions on a recurring basis.
- Performed a variety of other functions/ad-hoc projects as assigned by the immediate supervisor/manager to aid in the department's/company's achievement of goals and business objectives.
- Responsible for contacting vendors with discrepancies to correct issues before month end closing.
- This is performed daily.
- Daily audits of various stations to ensure the proper data has been transmitted into the fueling system.
- Balanced stations on a monthly basis to verify credits and debits.
- Provided accounts payables with the information needed to process ACH deposits.
- Reconciled monthly accounts for accuracy.
Executive Assistant
American Airlines
Dallas-Fort Worth
01.2015 - 06.2016
- Scheduled meetings/appointments with key business executives and associates, inside and outside the company and with cross-functional teams.
- Handled incoming telephone calls and inquiries; routes calls appropriately with professionalism at all times.
- Coordinated travel arrangements; anticipates requirements, collaborates with appropriate resources to confirm details and quickly resolve any issues.
- Oversaw office space and technology provisioning/setup for new hires.
- Prepares and reviews expense reports, check requests and invoices for accuracy.
- Assisted with onsite and offsite event coordination.
- Protected the integrity of confidential information for all matters.
- Supported administrative needs and miscellaneous projects of other departments as needed.
- Maintained employee attendance records and weekly inputs into payroll system.
- Performed general office and administrative tasks as required/requested.
- Interacted with all levels of management, corporate clients, and business community leaders on behalf of American Airlines.
- Reconciled American Express Bills monthly utilizing SAP and American Express for corporate business.
- Responsible for overseeing personnel files for more than 800 employees.
- Issued secured keys to controlled accessed areas in the airport and maintaining the database for those keys.
- Ordering food for large groups to conduct meetings and other gatherings.
Education
Associate of Applied Science -
SNHU
Skills
- Communication skills
- GDS systems expertise
- Customer service excellence
- Payment processing accuracy
- Relationship management
- Product knowledge
- Issue resolution
- Itinerary management
- Travel coordination
- Data security awareness
- Problem solving abilities
- Time management proficiency
- Attention to detail
- Adaptability skills
- Team collaboration
- Personnel file management
- Corporate auditing skills
- Microsoft Office proficiency
Timeline
Travel Advisor III
JPMorgan Chase
10.2025 - Current
Customer Experience/Chat Specialist
Delta Airlines Inc.
10.2018 - 09.2025
Sr Customer Resolutions Specialist
Walmart eCommerce
06.2018 - 09.2018
Tax Examining Technician
Internal Revenue Service
11.2017 - 05.2018
Night Auditor/Front Desk
Four Points by Sheraton DFW Airport North
10.2017 - 03.2018
Sr Specialist, Corporate Accounting
American Airlines
06.2016 - 11.2017
Executive Assistant
American Airlines
01.2015 - 06.2016
Associate of Applied Science -
SNHU