Crystal Bretz
Jacksonville,FL
Summary
Hands-on leader with 25 years of service and sales experience. Excellent focus on process improvement and passion for service delivery. Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
37
37
years of professional experience
Work History
PGA Tour travel
08.2016 - Current
- Responsible for booking Air, Car and Hotels for our players, caddies and PGA Tour staff
- Handling all aspects of ticketing and exchanges, both international and domestic
- Ensuring all corporate contracts and policies are followed while leveraging benefits for our players
- Has created training materials including formatting and content
- Entrusted to handle high touch clients and situations
- GDS Worldspan, Galileo, Travelport Smartpoint.
American Express
08.1993 - 06.2015
- Team leader responsible for coaching and developing teams up to 25 direct reports by providing meaningful coaching session, team meeting, statistic data and call monitor feedback
- Successfully transitioned team members from working in the office to virtual positions while maintaining productivity
- Handling the customer relationship including customer escalations and follow up, while minimizing financial impacts to the company
- Managing relationships with vendors and marketing partners
- Continually assessing business process and changes in a challenging environment
- Was a diversity leader for our network for more than 15 years, responsible for developing presentations and training for senior leadership and staff
- Coordinated national events and launched new platforms for communicating for the national diversity team
- Lead employee engagement teams and coordinated events inclusive of our in-office staff as well as our virtual employee base
- Have planned and executed large-scale network wide events including finding appropriate venues to selecting vendors and managing budgets
- Responsible for hiring, training and productivity management of newly hired employees
- Was the highest-ranking leader for team productivity of 131 teams in for the last two years consecutively and within the top five teams for the last 5 years
- GDS Sabre.
Carson Travel Network
02.1991 - 08.1993
- Responsible for booking and tracking of group cruises and incentive travel including coordinating air and tours
- GDS Sabre
Sunstate Vacation Travel Agency
03.1987 - 02.1991
- Responsible for Air, Car, Hotel and Cruise bookings
- GDS Sabre
Education
Travel -
Advanced Career Training
Business Administration -
St Johns River Junior Collage
St. Joseph’s Academy
Instructional System Design -
North Florida University
01.2013
Skills
- Consultative Sales
- Data analysis and reporting
- Team leadership and motivation
- Adaptive coaching techniques
- Project management experience
- Microsoft Office Suite
- Event planning and coordination
- Travel Coordination
- Performance Improvements
- Customer service excellence
Timeline
PGA Tour travel
08.2016 - Current
American Express
08.1993 - 06.2015
Carson Travel Network
02.1991 - 08.1993
Sunstate Vacation Travel Agency
03.1987 - 02.1991
Travel -
Advanced Career Training
Business Administration -
St Johns River Junior Collage
St. Joseph’s Academy
Instructional System Design -
North Florida University