Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Carmen Naser

Palm Beach,FL

Summary

Service-driven Travel Consultant with a strong airline and travel industry background, including extensive leadership at Delta Air Lines. Proven ability to deliver concierge-level service for VIP clients, manage complex international travel arrangements, and provide expert resolution in high-pressure environments. Adept at coordinating multi-leg itineraries, supporting C-suite and entertainment industry travelers, and ensuring seamless, policy-compliant travel experiences. Skilled in supplier coordination, client relationship management, and enhancing customer loyalty through personalized service.

Overview

30
30
years of professional experience

Work History

Station Manager

Delta Air Lines
02.2021 - 01.2025
  • Oversaw daily operations for over 3000 travelers per day, ensuring seamless coordination of arrivals, departures, and special services, including last-minute changes, group bookings, and elite customer support.
  • Delivered High-touch, white glove service to elite and VIP travelers, coordinating complex itineraries and ensuring all personal preferences and travel policies were meticulously met.
  • Managed high-profile accounts, ensuring seamless coordination of complex international itineraries for VIP clientele.
  • Delivered exceptional service through prompt responses to customer inquiries via phone, email, or chat platforms.
  • Promoted company''s brand through participation in networking events and online presence, attracting new clients and fostering loyalty among existing customers.
  • Promoted the company's brand through participation in networking events and online presence, attracting new clients and fostering loyalty among existing customers.

Operations Service Manager

Delta Air Lines
02.2015 - 02.2021
  • Delivered premium service for Delta Sky Club elite travelers and C-Suite clients.
  • Handled international travel documentation, including visas/passports.
  • Supported ground transportation, hotel, and air arrangements for executive travelers.
  • Liaised with hotels and vendors to secure upgrades and fulfill rider-style requests.
  • Created recognition experiences and personal arrangements, and elevated customer satisfaction.
  • Streamlined booking processes for improved efficiency and reduced errors in reservations.

Operations Service Manager

Delta Air Lines
12.2012 - 02.2015
  • Promoted dedicated customer service and support by promptly resolving customer complaints.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.
  • Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.

Airport Passenger Service Agent

Delta Air Lines
11.1994 - 12.2012
  • Advised clients on travel details including customs, documentation, local highlights, and safety.
  • Fostered long-term customer relationships with responsive, personal travel planning support.
  • Played a key role in streamlining check-in and gate operations, increasing customer satisfaction.
  • Streamlined booking processes for increased efficiency and reduced client wait times.

Education

CTA - Travel And Tourism

Travel Training Center
Dearborn, MI

Skills

  • Effective communicator
  • Geographical knowledge
  • VIP concierge service
  • Meticulous attention to detail
  • Airline Reservations & CRS Systems (Deltamatic)
  • Customer-focused sales strategies
  • Travel documentation expertise
  • Proficient in multiple communication platforms
  • Experienced in coordinating travel arrangements worldwide
  • Proficient in Microsoft Office Suite
  • Conflict Resolution & Problem Solving
  • Loyalty & Rewards Program Management

Accomplishments

  • President of the Airlines Council of PBI-Led initiatives to elevate customer experience at PBI.
  • Led Delta teams to win multiple "Station of the Month" awards.
  • Produced Delta's first "I Love Delta" video at PBI.
  • Developed and launched an internal image room for staff professionalism.
  • Led successful community outreach events with Special Olympics, Relay for Life, and more.

Timeline

Station Manager

Delta Air Lines
02.2021 - 01.2025

Operations Service Manager

Delta Air Lines
02.2015 - 02.2021

Operations Service Manager

Delta Air Lines
12.2012 - 02.2015

Airport Passenger Service Agent

Delta Air Lines
11.1994 - 12.2012

CTA - Travel And Tourism

Travel Training Center

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Carmen Naser