Carmen Naser
Palm Beach,FL
Summary
High-performing remote inbound sales & luxury hospitality professional with 15 years of elite travel industry experience, combining consultative sales mastery at American Express with extensive aviation logistics and service recovery leadership at Delta Air Lines. Proven track record of navigating complex reservation systems (Deltamatic) and managing high-volume call cues, consistently exceeding strict monetary KPIs. Expert at executing consultative discovery, overcoming objections, and building immediate rapport to secure high-value travel bookings and card products. Equipped with a dedicated, hardwired remote office environment and advanced multi-monitor proficiency, eager to leverage deep global geographical knowledge to drive revenue as an Inbound Sales Consultant for Viking Cruises.
Overview
12
12
years of professional experience
Work History
Credit Card Products- Remote/Hybrid
American Express
Sunrise, Florida
01.2026 - Current
- Drive high-value inbound sales revenue by executing consultative discovery on 60+ premium client calls daily, aligning customer travel preferences with co-branded luxury products (Hilton, Marriott, Delta).
- Exceed strict corporate sales KPIs, consistently maintaining a 51% card conversion rate against a baseline company goal of 30%.
- Maximized customer lifetime value by overcoming objections and utilizing reward point mechanics to curate luxury travel bookings.
- Provided dedicated support to premium cardmembers by addressing inquiries and resolving issues promptly. Provided personalized support and assistance to high-value and premium cardmembers, ensuring professionalism, empathy, and meticulous attention to detail.
- Utilized advanced communication and relationship-building techniques to present tailored solutions and close revenue opportunities during first customer interactions.
- Collaborated with internal travel and lifestyle teams to ensure seamless delivery of high-touch service.
- Provided dedicated support to premium cardmembers by addressing inquiries and resolving issues promptly. Provided personalized support and assistance to high-value and premium cardmembers, ensuring professionalism, empathy, and meticulous attention to detail.
Station Manager
Delta Air Lines, Inc
02.2021 - 01.2025
- Spearheaded station operations and guest relations excellence, ensuring elite service delivery, loyalty retention, and premium brand compliance for an international aviation hub.
- Airport Operations: Directed airport operations, overseeing daily activities for over 3,000 travelers to ensure exceptional hospitality and operational excellence.
- Lounge Operations: Managed Sky Club operations, delivering superior hospitality experiences that consistently met and exceeded performance and satisfaction benchmarks.
- Navigated complex logistics and reservation disruptions daily, utilizing Deltamatic GDS to execute rapid service recovery for premium, high-value passengers.
- Led cross-functional teams to optimize revenue performance through adherence to time-performance metrics and logistics efficiency while upholding premium-tier hospitality standards.
- Coordinated initiatives with airline partners and community stakeholders to enhance customer satisfaction and implement innovative service solutions.
- Resolved high-stakes service conflicts, cultivating long-term client relationships and transforming operational challenges into opportunities for customer loyalty and brand advocacy.
Operations Service Manager
Delta Air Lines, Inc
02.2015 - 02.2021
- Daily Operations: Oversaw daily operations supporting 3,000 + travelers, leading cross-functional teams to ensure exceptional service delivery and operational excellence.
- Performance Optimization: Synchronized customer satisfaction, employee engagement, operational metrics, and financial objectives while balancing multiple priorities.
- Issue Resolution: Addressed intricate travel challenges by negotiating effective solutions, delivering exceptional service recovery to uphold Delta's reputation.
- Regulatory Compliance: Coordinated airport authority, TSA, corporate leadership, hotels, and business vendors to ensure seamless travel experiences and operational support.
- Client Relations: Cultivated relationships with premium and business travelers through proactive communication and targeted problem resolution.
- Frontline Training: Mentored and developed frontline teams to foster a culture of accountability, collaboration, and exceptional hospitality.
Education
High School Diploma -
Churchill High School
Livonia, MISkills
- Consultative discovery & closing
- Inbound sales consultant
- KPI achievement
- Overcoming objections & follow-up
- Consultative recommendations
- High-net-worth relationship management
- Luxury travel expertise
- Multi-monitor technical proficiency
- Core software literacy
- Cross-channel communication
- Virtual environment schedule adherence
- Exceptional interpersonal skills
Timeline
Credit Card Products- Remote/Hybrid
American Express
01.2026 - Current
Station Manager
Delta Air Lines, Inc
02.2021 - 01.2025
Operations Service Manager
Delta Air Lines, Inc
02.2015 - 02.2021
High School Diploma -
Churchill High School