Charilene Lucas
Stafford,VA
Summary
Seasoned travel and tourism professional with more than 20 years’ experience assisting customers fulfill their domestic and international travel needs. Extensive knowledge of many of the top travel destinations and proficiency in the latest travel coordination and booking software. Gifted at developing custom-built travel itineraries that exceed expectations while still fitting into clients’ budgets. Dedicated to helping clients reach their dreams of traveling the world. Extensive knowledge and experience working with employee benefits, health plans, open enrollment requirements, designing and managing employee benefit plans for private, government and nonprofit employees. Former claim office director responsible for medical, AD&D, life, Medicare supplement, short term and long-term disability claims and other special risk coverage programs. Working knowledge of flood insurance, homeowners’ insurance and FEMA disaster relief programs.
Overview
39
39
years of professional experience
Work History
Travel Consultant
CL Tours & Travel, LLC
04.2001 - Current
- Coordinate transportation, accommodations, and itineraries for domestic and international trips for clients based on client’s needs, budgets, and expectations
- Develop client intake forms and interview processes that enhance the ability to understand client requirements and led to a 20 percent increase in customer satisfaction
- Network with representatives of hotel chains, airlines, tourist attractions, and other destinations to create deals that saved clients and average of 25 percent per trip
- Utilize the latest sales techniques to upsell products and services to enhance client’s overall experience
- Manage 5 agents to ensure they properly handled client requests and fulfilled their duties as expected
- Handle customer service issues, including unhappy clients, missed flights, overbooked hotels, mistakes in the itinerary, and other last-minute problems
- Educate clients on travel requirements for international destinations, including visas, vaccinations, passports, and customs
Cash Office Associate
Ross Dress for Less
10.1986 - 08.2013
- Balance cash registers from previous business day
- Prepare cash registers for current business day
- Count and balance safe
- Prepare bank deposit for management approval
- Order cash from bank
- Complete daily logs and prepare paperwork for Home Office
- Enter data in computer and transmit to Home Office
- Train new employees on proper cash handling procedures
- Train new management on the Cash Office function
- Travel to other stores to train new employees and management
- (part-time)
Director of Health Programs
Center for Nonprofit Advancement
08.2003 - 08.2008
- Director of a health program for 350 non-profit member organizations in DC, MA and VA
- Managed the Center’s comprehensive program that included several medial insurance options, dental, vision, short term and long-term disability, life insurance, COBRA coverage and retirement plans
- Planned several open enrollment and benefit update events for member organizations
- Supervised a staff of 5 support staff members
Disaster Relief Specialist
FEMA
10.2001 - 09.2003
- Work at FEMA Disaster Relief Call Center in Maryland
- During disasters was required to worked 24-hour shifts registering citizens for FEMA assistance
- Ability to work in a high stress and fast paced work environment
- Provided information on applying for flood insurance and filing claims with homeowner insurance carriers
Regional Claims Director
Hartford Insurance Group
08.1986 - 08.2001
- Managed a staff of 100 claims examiners and support staff
- Director of the Special Risks Claims Department
- The office was responsible for the payment of medical, AD&D, life, Medicare supplement, short term and long term disability claims and other special risk coverage programs
Education
Certificate - General Studies
Northern Virginia Community College
Annandale, VA01.1986
Skills
- Problem management
- Communication skills
- Computer skills
- Motivational interviewing
- Human resources
- Call center
- Customer service
- Management
Timeline
Director of Health Programs
Center for Nonprofit Advancement
08.2003 - 08.2008
Disaster Relief Specialist
FEMA
10.2001 - 09.2003
Travel Consultant
CL Tours & Travel, LLC
04.2001 - Current
Cash Office Associate
Ross Dress for Less
10.1986 - 08.2013
Regional Claims Director
Hartford Insurance Group
08.1986 - 08.2001
Certificate - General Studies
Northern Virginia Community College
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