Summary
Overview
Work History
Education
Skills
Technology And Tools
Timeline
Generic

Christina Graham

Middleburg,FL

Summary

Travel Industry experience of 35+ years as a Senior Support Specialist, VIP Travel Consultant and delivering exceptional Customer Service. Have a proven ability with back-office operations, troubleshooting, and organizational skills. Known for strong team collaboration within teams and adapting to changing needs, ensuring reliable and effective support. Skilled in problem-solving, communication, and process improvement, consistently delivering impactful results.

Overview

37
37
years of professional experience

Work History

CTSS / DQS & AGM - Senior Support Specialist III

BCD Travel
01.2018 - Current
  • Analyze DQS data to pinpoint invoice error root causes and recommend corrective actions.
  • Collaborate with cross-functional teams to ensure data accuracy for Global accounts monthly reporting.
  • Utilize AGM - Amadeus accounts for large Global accounts, addressing invoicing errors and service fees.
  • Resolve customer service issues through internal OneTouch cases, consistently meeting management's fulfillment timelines.
  • Possess a comprehensive understanding of front-line operations processes and relevant technologies utilized.
  • Act as a subject matter expert, offering guidance on DQS and AGM processes to team members.
  • Demonstrate strong communication and writing skills in all professional interactions.

CTSS / NRT - Senior Support Specialist III

BCD Travel
12.2016 - 01.2018
  • Managed MAX Back Office database for nonrefundable airline tickets across multiple global accounts.
  • Tracked and updated unused ticket values, ensuring accurate application for future bookings.
  • Communicated with internal account contacts to resolve issues regarding available ticket values.
  • Collaborated with cross-functional teams, effectively addressing escalated client issues in a timely manner.
  • Conducted regular audits of ticket data to maintain accuracy and compliance with company policies.

CTSS / Senior Support Service Specialist

BCD Travel
08.2010 - 12.2016
  • Managed ticketing processes, including exchanges and refunds, ensuring accuracy and compliance.
  • Performed daily corrections in ARC system to maintain data integrity and operational efficiency.
  • Analyzed refund reports for multiple Global accounts, identifying trends and discrepancies for resolution.
  • Addressed customer service challenges by communicating with airline Sales Support offices globally.
  • Coordinated responses to schedule changes, minimizing disruptions for customers.
  • Consistently achieved performance benchmarks in service quality, response time, and customer satisfaction ratings.


Senior Corporate Travel Consultant

BCD Travel
01.1999 - 01.2010
  • Managed a corporate travel office for a Fortune 500 company, in-house, Regency Centers, Headquarters, Jacksonville, FL.
  • Arranged logistics for 450+ employees across 40 US states, ensuring policy compliance and cost-efficiency.
  • Spearheaded migration to online Concur Cliqbook Travel platform, improving reporting and traveler compliance by 85%.
  • Negotiated airline, hotel and car rental contracts, reducing annual travel spend by 20%.
  • Provided concierge-level service for C-suite executives and VIPs. Coordinating both domestic and international travel by arranging for airfare, hotel and rental car reservations.
  • Coordinated and managed corporate events, meetings, and conferences for clients, delivering exceptional experiences that exceeded expectations.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.

Travel Consultant

BCD Travel
05.1988 - 08.1999
  • Coordinated international and domestic travel, arranging airfare, accommodations, and rental cars.
  • Planned leisure travel experiences, including cruises, honeymoons, family vacations, and guided tours.
  • Provided clients with comprehensive visa and passport information to facilitate travel processes.
  • Acted as liaison between clients, BCD, and vendors to resolve concerns through detailed research.
  • Assisted clients in managing flight changes and cancellations to reduce travel disruptions.
  • Maintained extensive knowledge of Travel Industry Standards and Best Practices for optimal service.
  • Monitored industry trends and destination updates to provide informed travel planning advice.
  • Developed personalized itineraries tailored to client preferences and budget considerations.

Education

High School Diploma -

NB Forrest Sr. High School
Jacksonville, FL
06.1988

Skills

  • GDS (Sabre, Amadeus, Apollo)
  • MAX Back office, AGM and SAP
  • Data Quality Service (DQS)
  • Nonrefundable Ticket Management (NRT)
  • ARC Reports
  • Demo reconciliation
  • Travel Policy Compliance
  • Excellent communication skills, both verbal and written
  • Global Travel Program Management
  • Customer Service
  • VIP & Executive Travel
  • Vendor & Supplier Negotiations

Technology And Tools

  • Sabre / Amadeus / Apollo
  • Zoom
  • MS Teams
  • Salesforce
  • MAX Back office
  • DQS (Data Quality Service)
  • AGM (Amadeus Agency Manager)
  • SAP
  • Decision Source
  • My ARC (Airline Reporting Corporation)
  • BSP for Canada Global accounts
  • Debit Memo Production Reporting Services


Timeline

CTSS / DQS & AGM - Senior Support Specialist III

BCD Travel
01.2018 - Current

CTSS / NRT - Senior Support Specialist III

BCD Travel
12.2016 - 01.2018

CTSS / Senior Support Service Specialist

BCD Travel
08.2010 - 12.2016

Senior Corporate Travel Consultant

BCD Travel
01.1999 - 01.2010

Travel Consultant

BCD Travel
05.1988 - 08.1999

High School Diploma -

NB Forrest Sr. High School

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