ASHLEY BOYD
Summary
An experienced professional with 12+ years’ experience in handling domestic and international travel arrangements and managing complex customer situations. Possesses strong communication and organizational skills, as well as the ability to support the onboarding of new hires. Committed to providing highest level of customer service and satisfaction. A team player with experience working independently under pressure and being resourceful while also effective when collaborating with other colleagues.
Overview
11
11
years of professional experience
Work History
Senior Corporate Travel Consultant
ADTRAV
03.2022 - Current
- Developed customized travel itineraries based on client requirements and preferences.
- Managed travel budgets, ensuring compliance with corporate policies and cost-efficiency.
- Coordinated complex travel arrangements using advanced booking systems and tools.
- Mentored junior consultants, enhancing team knowledge and customer service skills.
- Provided exceptional customer service by proactively anticipating and resolving any travel issues or disruptions.
- Streamlined travel processes for increased efficiency through meticulous organization and attention to detail.
- Developed strong vendor relationships to negotiate favorable rates for accommodations and transportation services.
- Analyzed travel data to identify trends, providing insights for strategic decision-making on travel policies.
Senior Counselor [SCOUT Supervisor Desk]
American Express
05.2018 - 03.2022
- Adhere to monthly set metrics
- Paid strong attention to detail with emphasis on accuracy, quality, timeliness and follow through to exceed individual and team goals
- Assist with escalated calls and supervisor call backs
- Used keen attention to detail and sense of urgency in execution and follow-up to resolve customer complaints and preserve brand loyalty
- Analyze, de-escalate, resolve, track and accurately document customer complaints
- Worked in a dynamic and fast-paced environment and managed multiple tasks with little direction. Often worked overtime in order to help meet Business service level agreement and to expedite customer resolution.
- Timely and effectively resolve cases with minimal financial impact to the company
- Consistently reduced company cost through creative implementation of experience, industry knowledge in addition to leveraging and promoting a strong relationship with vendors; airlines, hotel partners and car rental companies.
- Multitask between calls, chats and working urgent cases
- Used excellent communication skills to effectively manage multiple responsibilities Via phone, email, Webex and chat-support.
- Provide real time solutions to urgent situations
- Resolved several complaints weekly while using high level of tact and integrity, keeping in mind appropriate times to reach card members across multiple time zones.
- Proficient in GDS Systems (Worldspan, Sabre and Sabre360)
Customer Service Agent
Aerotek (Master Lock)
09.2017 - 05.2018
- Engage customer through conversation and determine their needs.
- Assist with online or telephone orders.
- Troubleshoot issues with customers’ products.
Help Desk Team Lead
Connexions Loyalty Travel Solutions
01.2015 - 09.2017
- Engage customer through conversation and determine their needs.
- Analyze, de-escalate, resolve, track and accurately document customer problems.
- Proficient in GDS Systems (Worldspan and Sabre)
- Oversee 15 agents and coach monthly metric goals.
- Monitor daily job performance and call flow.
Sales Associate
Vallow Floor Coverings
08.2014 - 02.2015
- Assist customers with selection of flooring for homes and businesses
- Process payments and assisting with financing.
- Sending monthly billing statements and compile flooring estimates.
Education
Human Services -
Ivy Tech Community College
Kokomo, IN12.2013
High School Diploma - undefined
Bond County Unit #2
Greenville, IL05.2003
Skills
- Excellent Customer Service
- Possess strong oral, written and interpersonal communication skills
- Effectively communicate with staff at all levels within an organization
- Able to multitask in a fast-paced environment
- Demonstrate leadership and professionalism
- Coordinating travel arrangements
- Collaborating with leadership and supporting new hires through participation in meetings and use of MS Word, Excel and PowerPoint skills
- Exceptional organizational, administrative, and interpersonal skills with keen attention to detail
Timeline
Senior Corporate Travel Consultant
ADTRAV
03.2022 - Current
Senior Counselor [SCOUT Supervisor Desk]
American Express
05.2018 - 03.2022
Customer Service Agent
Aerotek (Master Lock)
09.2017 - 05.2018
Help Desk Team Lead
Connexions Loyalty Travel Solutions
01.2015 - 09.2017
Sales Associate
Vallow Floor Coverings
08.2014 - 02.2015
High School Diploma - undefined
Bond County Unit #2
Human Services -
Ivy Tech Community College