Barbara Williams
Middletown,DE
Summary
I have 35 + years Customer Service experience in the Human Resources Field. Independent Travel Agent offering more than 25 years of industry experience. Personable travel agent used to fast-paced, deadline-driven environments. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Travel Agent position. Ready to help team achieve company goals. Expert in overseas travel and cruise vacation packages. Deadline-driven travel consultant with expertise serving special needs clients. Consistently delivers best client experiences resulting in repeat business and market expansion. To seek and maintain part-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Independent Travel Agent
Global International Travel, Winter Park FL
06.2007 - Current
- Enhanced client satisfaction by providing personalized travel recommendations and itineraries.
- Streamlined booking processes for improved efficiency and reduced errors in reservations.
- Stayed current on industry trends and destination updates to provide accurate information to clients.
- Facilitated smooth group tour operations by coordinating closely with local guides and tour operators.
- Supported clients during their trips by being available 24/7 for any questions or concerns they may have encountered along the way.
- Increased repeat business by building strong relationships with clients through excellent customer service.
- Developed targeted marketing campaigns for attracting new clientele and expanding market reach.
- Organized group tours, managing logistics and ensuring a seamless travel experience for all participants.
- Created detailed travel reports for clients outlining their trip itinerary, accommodations, transportation arrangements, and activities.
- Managed customer inquiries via phone calls, emails, or walk-ins efficiently while maintaining professionalism throughout each interaction.
- Provided timely assistance to travelers in need, resolving issues promptly and professionally.
- Advised clients on best practices for international travel such as visa requirements passport processing procedures.
- Maintained accurate records of client bookings to ensure proper billing and commission tracking.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Followed up with customers to increase customer service with travel plans.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Helped customers with passport and visa applications.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
Supervisory Management Analyst
Department Of Defense
09.2010 - 12.2023
- Supervised a diverse group of five employees ranging from GS-05-GS-13. Ensured that each employee maximize their potential and fully contribute to accomplishing the organization’s mission.
- Improved operational efficiency by streamlining processes and implementing best practices in management analysis.
- Developed comprehensive reports, providing valuable insights into business performance and aiding in strategic planning efforts.
- Served as a subject matter expert on management analysis principles, providing valuable counsel to stakeholders during critical business planning sessions.
- Performed detailed financial analyses to support budgeting decisions and resource allocation efforts within the company.
- Provided expert guidance on best practices, resulting in improved overall organizational effectiveness.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased productivity.
- Spearheaded the implementation of innovative tools and technologies designed to improve workflow efficiency throughout the organization.
- Managed complex projects from inception through execution while maintaining strict adherence to budgetary constraints and timelines.
- Assisted in change management initiatives, ensuring a smooth transition during organizational restructuring efforts.
- Conducted gap analyses to pinpoint areas of weakness within the organization and develop targeted solutions for growth.
- Facilitated workshops and training sessions to enhance employees'' understanding of new methodologies and techniques in management analysis.
- Contributed significantly to the development of long-term strategies by working closely with executive leadership on risk assessment, market research, competitor analysis, industry trends evaluation.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Gathered, documented, and modeled data to assess business trends.
- Ensured branch & division chiefs were kept informed of the status of high visibility, controversial issues, problems and actions.
- Established a solid working relationship with ACC-G1 counterparts with daily/weekly interaction to monitor progress on personnel actions/submitted for approval.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Education
No Degree - Business Administration And Management
Brookdale Community College
Lincroft, NJNo Degree - Business Administration And Management
Maryland University
Aberdeen Proving Ground, MDCertificate - Travel Agent
Ashworth College
Norcross, GA05.2019
Skills
- Airline Reservation Systems
- Time management mastery
- Cultural Sensitivity
- Multilingual Proficiency
- Tour Package Creation
- Tailored travel recommendations
- Special Needs Accommodations
- Travel insurance understanding
- Event and conference organization
- Group travel coordination
- Travel itinerary planning
- Hotel Accommodations
- Itineraries
Accomplishments
Accomplishments - Supervisory Management Analyst
- Assisted ACC-APG and GDD division chiefs with hiring actions and provided guidance on ways to recruit for positions via; Merit promotion EHA, VRA, DEU, IAW the Code of regulations (CFR).
- Ensured team responded to HQ’s, ACC-APG Director, Associate Directors, ACC-APG and GDD’s division chiefs requests via email/phone in a timely manner
- Encouraged team to participate in Organizational events, and team building meetings.
- Exhibits the ability to work independently and updates management as required.
- Ensure team members have all tools available to be successful
- Ensured all team members were issued “Smart Books” that contains policies and procedures that pertains to personnel matters.
- Held staff meetings to discuss workload, teamwork and ideas to build morale within the branch (biggest challenge)
- Ensured branch & division chiefs were kept informed of the status of high visibility hiring actions, controversial issues, problems and actions.
Certification
Travel Agent
Human Resources Management
Supervisory
Received several Certificate of Achievements, Meritorious Awards and Commanders
Received awards for successful for orchestrating job fairs, excellent customer service, creating Hiring Manuals for Executive Director, 15 Division Chiefs and 8 Branch Chiefs. Orchestrated "Lunch and Learns" for newly hired managers to ensure they were acclimated with; Hiring Process, Telework Packages, Deployments, Management Employee Relations, Civilian Pay and Benefits.
Timeline
Supervisory Management Analyst
Department Of Defense
09.2010 - 12.2023
Independent Travel Agent
Global International Travel, Winter Park FL
06.2007 - Current
No Degree - Business Administration And Management
Brookdale Community College
No Degree - Business Administration And Management
Maryland University
Certificate - Travel Agent
Ashworth College
Travel Agent
Human Resources Management
Supervisory
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