Ashley Mullins
Grayson,GA
Summary
Results-driven travel expert with extensive experience in customer service, travel coordination, and account management. skilled in booking and managing travel, resolving customer concerns, and ensuring seamless travel experiences. Proficient in GDS systems, corporate travel planning, and high volume call center operations. Strong problem-solving abilities, leadership support, and customer satisfaction expertise. Recognized for professionalism, efficiency, and maintaining high-quality service.
Overview
7
7
years of professional experience
Work History
Tier II Senior Travel Agent/CSR
AAA
05.2022 - Current
- Assisted clients with booking travel, including flights, hotels and car rentals using Travelport and Worldspan GDS systems.
- Provided personalized travel recommendations, managed bookings, and processed itinerary adjustments.
- De-escalated customer concerns while maintaining a calm and professional demeanor.
- Handled outbound communication with airlines, hotels and vendors to resolve booking discrepancies.
- Processed cancellations, exchanges, and modifications while assisting frontline agents with escalated issues.
Customer Service Manager
Bank of America
06.2020 - 08.2022
- Managed high-volume inbound calls, addressing customer inquiries, complaints, and disputes.
- Assisted customer with travel-related issues, including itinerary changes and escalated booking concerns.
- Utilized problem-solving techniques to provide efficient solutions and enhance customer satisfaction.
- Provided leadership support, coaching, performance feedback to team members.
- Maintained high service standards by ensuring compliance with policies, procedures, and best practices.
Corporate Travel Agent/HR Assistant
VXI
01.2018 - 05.2020
- Developed and managed corporate travel itineraries, coordinating flights, hotels, and activities.
- Processed reservations and managed client accounts while ensuring seamless booking experiences.
- Provided customer support via phone, chat, and online platforms, assisting with accounts updates and travel needs.
- Assisted with training new hires and provided leadership support in travel operations.
- Maintained updated knowledge of airline policies, procedures, and fare changes to ensure accurate bookings.
Education
High School Diploma -
Lew Wallace High School
05-2014
Skills
- Expert Itinerary Planning & Reservation Management
- Travel Insurance & Budget Management
- Conflicts Resolution & Problem Solving
- Call Center & High-Volume Customer Service
- Travelport & Galileo GDS Proficiency
- Corporate Travel & Airline Travel Coordination
- Staff Training & Leadership Support
- Client Account & Vendor Relations Management
Timeline
Tier II Senior Travel Agent/CSR
AAA
05.2022 - Current
Customer Service Manager
Bank of America
06.2020 - 08.2022
Corporate Travel Agent/HR Assistant
VXI
01.2018 - 05.2020
High School Diploma -
Lew Wallace High School