BRENDA HERRERA
Frederick,MD
Summary
Seasoned Accountant, Sales Agent executive and 2 years of Supervisory experience, bringing more than 24 years of experience directing Airlines, Hotel, car rental and accounting systems for diverse business groups. Industrious and cost-conscious with excellent project abilities. Practiced customer service professional with travel service expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information. Diversity awareness
Overview
24
24
years of professional experience
Work History
Customer Care Specialist
Trip Masters
09.2023 - 04.2024
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Collaborated with other teams such as marketing, sales, and operations in order to ensure a high level of service for all customers.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Special Project Supervisor
Tripmasters Inc
03.2020 - 09.2023
- Evaluated completed projects to identify areas for improvement, lessons learned, and best practices to be implemented in future initiatives.
- Optimized resource allocation by regularly monitoring project progress and adjusting priorities as needed.
- Established strong relationships with stakeholders through effective communication of project status updates and progress reports.
- Contributed to company growth by successfully completing projects that directly impacted revenue generation or cost savings initiatives.
Accountant and Refund Specialist
Trip Masters
01.2014 - 03.2020
- Created Airline reservations through Amadeus and Sabre distribution systems.
- Work with processing refunds through different Global Distribution Systems GDS (Amadeus and Sabre)
- Work in disputing chargebacks with different financial Institutions (Banks and Airlines)
- Work in disputing Debit Memos directly with Airlines through ARC (Airlines Reporting Corporation )
- Worked with numerous Airlines directly in comprehensive refund request.
- Worked in reconciling over a million in Airline sales every week and submitted the weekly report through the Airline Reporting Corporation (ARC)
- Gathered financial information from clients, prepared documents, and closed books.
- I reconciled different Vendors like Hotel Beds, Expedia,Travco, W2M, Alliance, Viator, etc.
- Work with customers directly providing them with important information about travel.
Sales Agent Executive
Trip Masters
02.2000 - 01.2014
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions, and concerns about comprehensive travel plans
- Created customizable trips that included Air fare, Hotels , trains, car rental and activities.
- Trained and developed new sales team of about 10 associates in products, selling techniques, and company procedures.
- Spoke to customers in Spanish or English language to increase loyalty and establish relationships.
- Explained features and advantages of Travel products or services to promote sales.
- Assisted call-in customers with questions and orders.
Education
Some College (No Degree) - Accounting And Business Management
Frederick Community College
Frederick, MD08-2023
Associate of Arts - ARC Specialist Certification
The Airlines Reporting Corporation (ARC)
Arlington, VA01.2021
Associate of Arts - Brokerage Relationship & Disclosure
Real Estate Continue Education
Frederick MD11.2020
GED -
Instituto National Central De Secretariado
Guatemala City10.1994
Skills
- Successfully led a team of 10-15 employees, fostering a collaborative and productive work environment
Mentored and coached team members,
Managed team schedules and workload distribution to ensure project deadlines were met - Inventory Assessment
- Microsoft Office
- Extravagance and Fraud Detection
- Financial Statements
- Financial Reporting
- Accounts Payable
- Discrepancy Reconciliation
- Customer Service Excellence
- Payment Processing
- Data Entry
- Customer Service
- Senior Leadership Support
- Documentation and Reporting
- Customer Relations
Languages
Spanish
Professional
English
Professional
Timeline
Customer Care Specialist
Trip Masters
09.2023 - 04.2024
Special Project Supervisor
Tripmasters Inc
03.2020 - 09.2023
Accountant and Refund Specialist
Trip Masters
01.2014 - 03.2020
Sales Agent Executive
Trip Masters
02.2000 - 01.2014
Some College (No Degree) - Accounting And Business Management
Frederick Community College
Associate of Arts - ARC Specialist Certification
The Airlines Reporting Corporation (ARC)
Associate of Arts - Brokerage Relationship & Disclosure
Real Estate Continue Education
GED -
Instituto National Central De Secretariado
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