Traveling to new and familiar destinations
I enjoy trivia nights out or a night in with a good book
Enjoy participating in local kickball teams
Catherine McCormack
Cleveland
Summary
Dynamic customer service professional with a strong background in travel planning, client relationship management, and effective problem-solving. Expertise in coordinating complex itineraries and swiftly resolving travel-related issues, ensuring personalized recommendations that enhance client satisfaction. Proficient in mentoring new hires and skilled in utilizing software systems such as Salesforce, Galileo, and Microsoft Office, while efficiently multitasking across various programs and projects. Highly adaptable and committed to delivering exceptional service in fast-paced environments, fostering positive experiences for clients and colleagues.
Overview
16
16
years of professional experience
Work History
Associate Travel Advisor
AAA Western and Central New York
07.2023 - 08.2025
- Assisted a wide range of clients in planning trips by creating personalized, budget-conscious itineraries tailored to their travel needs.
- Assisted with travel emergencies for branches afterhours.
- Booked comprehensive global travel arrangements, including flights, rental cars, hotels, transfers, cruises, and tours across various destinations and budget levels.
- Maintained accurate records of sales performance, monitored goals and KPIs, and consistently met or exceeded expectations.
- Mentored new hires, providing guidance on troubleshooting software and resolving travel-related emergencies.
- Utilized Microsoft Office, Excel, Salesforce, and Galileo on a daily basis to manage travel bookings and client information efficiently.
- Coordinated with vendors to negotiate rates and secure the best deals for clients.
- Maintained an organized database of client profiles to streamline future travel planning.
- Ensured compliance with travel policies while booking arrangements for corporate clients.
- Processed payments and managed financial transactions for travel bookings efficiently.
- Resolved booking discrepancies and issues promptly to ensure client satisfaction.
- Educated clients on travel insurance options and benefits to safeguard their trips.
- Delivered exceptional customer service by promptly addressing inquiries via phone, email, or in-person meetings.
Member Contact Center Representative
AAA Western and Central New York
03.2022 - 07.2023
- Answered inbound membership and emergency roadside assistance calls, providing prompt, courteous, and effective support.
- Delivered high-quality service by assisting members with inquiries, resolving issues, and ensuring a positive experience.
- Recommended appropriate products, services, and upgrades to enhance member value and satisfaction.
- Served as a Lead Buddy, mentoring and guiding new employees through the “Buddy System” to support their onboarding and development.
- Contributed to emerging projects, including SureCritic and the Outbound Call Team, adapting quickly to new processes and initiatives.
- Efficiently multitasked across 3–4 software programs simultaneously in a fast-paced environment.
Quality Inspector
Lockheed Martin
06.2020 - 07.2021
- Ensured all safety and quality procedures were strictly followed throughout the inspection process.
- Performed detailed inspections by taking precise measurements, recording data accurately, and adhering to specific work instructions.
- Compiled weekly reports to maintain and track chemical inventory.
- Collaborated effectively within a team while also performing tasks independently with minimal supervision.
- Successfully identified, documented, and resolved more than 200 product deformities, improving overall product quality.
- Trained new team members on inspection procedures, safety protocols, and workflow processes.
- Played a key role in establishing and supporting new and emerging quality programs.
- Efficiently multitasked across four different programs simultaneously.
Server/Bartender
The Pub/MCE
05.2009 - 08.2019
- Operated a 40-seat bar during peak hours, providing efficient, high-quality service in a fast-paced environment.
- Performed thorough quality control and inventory tracking to ensure optimal product usage and reduce waste.
- Successfully multitasked and consistently completed all assigned duties with accuracy and professionalism.
- Quickly and accurately handled cash transactions and completed end-of-day financial reports.
Education
High School Diploma -
Lakewood High School
Lakewood, Ohio, US06.2006
Skills
- Customer Service - Expert - 1 year ago / 20 years
- Microsoft Office - Intermediate - Currently used / 15 years
- Problem Solving - Expert - 1 year ago / 25 years
- SalesForce - Intermediate - 1 year ago / 2 years
- Time Management - Expert - Currently used / 25 years
- Creativity and innovation
- Geographical awareness
- Administrative tasks
- Mentoring and training
- Itinerary development
- Data entry
- Exceptional communication
Interests
Timeline
Associate Travel Advisor
AAA Western and Central New York
07.2023 - 08.2025
Member Contact Center Representative
AAA Western and Central New York
03.2022 - 07.2023
Quality Inspector
Lockheed Martin
06.2020 - 07.2021
Server/Bartender
The Pub/MCE
05.2009 - 08.2019
High School Diploma -
Lakewood High School