Athena Angeles-Cookerly
Allen,TX
Summary
TRAVEL INDUSTRY MANAGEMENT PROFESSIONAL Accomplished, dedicated and highly knowledgeable Travel Industry Management Professional with specialization in both international and domestic travel. Credited with 30-years of progressive experience as a Senior Reservation Agent; Travel Coordinator, and sales management professional. Hold a formal education Bachelor of Science in Tourism. Illustrate leadership using human resource initiatives and management methodologies through sourcing, training, and managing high performance professionals. Provide a comprehensive understanding of various programs, standards, and procedures to include creating Passenger Name Records (PNR), and assisting with ARC reporting, ticketing, exchanges and refunds as needed. Ignite customer centric leadership through representing excellence in customer service, combined with strengths in resolution management. Maximize overall revenue, experience working remote, assist in monitoring reservation sales, revenues, and allowances. Represent professionalism, integrity, mission and culture. Deadline-driven travel consultant with expertise serving special needs clients. Real go-getter with outstanding interpersonal skills. Proven career success developing profitable travel programs and extending clientele base. Sales-oriented travel expert with excellent administrative skills and experience working for well-known agencies. Proven expertise in customer service and in resolving conflicts. Provide exceptional service and quality obtained from years of hands-on experience in corporate travel industry.
Overview
26
26
years of professional experience
Work History
Travel Supervisor
JPMorgan Chase
Plano, TX
05.2022 - Current
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
Personal Cruise Consultant
Norwegian Cruise Line
Miami, FL
01.2021 - 01.2022
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
Reservations Manager
INTERNATIONAL VACATIONS, INC
01.2016 - 02.2020
- Serve in a leadership role overseeing office activities to maintain efficient operations and maximize productive call availability
- Collaborate with software and hardware support to remedy system failures as needed
- Cultivate professional working relationships and promote open lines of communication with managers, employees and other departments
- Provide leadership through training and mentoring of new hires to ensure transparency of information and optimal learning
- Streamline and conduct procedure for error free booking of airline tickets, vacation packages and hotel bookings
- Play integral role in problem resolution through creative solutions, understanding overall needs and ensuring best in class customer service
- Maintain relationships with counterparts to capture overflow business
- Monitor call volume and demand to maximize departmental efficiencies.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
Realtor
KELLER WILLIAMS
01.2015 - 01.2015
- Led as a new real estate agent through serving as a self-starter in building a strong customer base
- Provided expertise in interpersonal skills, working with diverse clientele, and providing excellence in communication skills
- Provided aggressive lead generation by consistently working to build business through quality prospecting
- Analyzed home values and provide clients with reviews of comparable homes
- Facilitated client-facing presentations through prospecting and identifying selling opportunities regarding both real estate and leasing opportunities.
Travel Coordinator
FUTURE STEP/VERIZON
01.2014 - 01.2015
- Verizon Account
- Executed corporate travel knowledge through coordination and arrangement of travel reservations regarding new talents attending job fairs and interviews for Verizon account
- Oversee new hires through overseeing all aspects regarding travel arrangements to ensure accuracy
- Coordinated, supervised and implemented every aspects of travel arrangements of new hires
- Meticulous in the review and correction of all travel itineraries, while also ensuring compliance, policy and procedures are implemented
- Ensured detailed accuracy and approval through confirming availability along with tentative itinerary changes to respective client
- Provided strengths researching optimal and cost-effective travel alternatives to best meet clients needs, while also confirming reservations with client.
Senior Reservation Agent
INTERNATIONAL VACATIONS, INC
01.2004 - 01.2014
- Led reservations through booking international vacations
- Ensured and maintained operations through oversight of number of calls and bookings as determined by management
- Worked well within a fast-paced environment and served as the go-to person for our guests
- Engaged with clients through offering information and making recommendations to enhance overall vacation experience
- Streamlined and conducted procedure for error free booking of airline tickets, vacation packages and hotel bookings
- Provided skills in understanding clients’ needs and providing quick resolution through stellar client services
- Captured overflow business through igniting collaborative communications
- Monitored call volume and demand to maximize departmental efficiencies.
Sales Representative Marketing/Product Development/Executive Assistant
D-FW TOURS
01.2002 - 01.2004
- Managed workflow between staff, coordinating documents, planning and creative material distribution.
- Worked closely with product development teams to create and maintain marketing materials for sales presentations and client meetings.
- Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability.
- Coordinated meetings between project members and clients to develop ideas, discuss progress and set goals.
- Kept organized tracking documents detailing assignments, in-progress work and completed project milestones.
Travel Counselor
AMERICAN EXPRESS TRAVEL
01.1997 - 01.1999
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
Education
Bachelor of Science - Tourism
San Sebastian College
Skills
- Technical Proficiency
- Solution -Oriented
- Customer Service
- Problem Resolution
- Cross Functional Collaboration
- Tailored Vacation Recommendations
- Microsoft Office Suite (Word, Excel, PowerPoint), Sabre, Apollo, WorldSpan, and other related software applications
- Client Relationships
- Travel Reservations
- Customer Satisfaction
Affiliations
National Association of Pharmaceutical Sales Representatives
National Association of Realtors
Timeline
Travel Supervisor
JPMorgan Chase
05.2022 - Current
Personal Cruise Consultant
Norwegian Cruise Line
01.2021 - 01.2022
Reservations Manager
INTERNATIONAL VACATIONS, INC
01.2016 - 02.2020
Realtor
KELLER WILLIAMS
01.2015 - 01.2015
Travel Coordinator
FUTURE STEP/VERIZON
01.2014 - 01.2015
Senior Reservation Agent
INTERNATIONAL VACATIONS, INC
01.2004 - 01.2014
Sales Representative Marketing/Product Development/Executive Assistant
D-FW TOURS
01.2002 - 01.2004
Travel Counselor
AMERICAN EXPRESS TRAVEL
01.1997 - 01.1999
Bachelor of Science - Tourism
San Sebastian College