Summary
Overview
Work History
Education
Skills
Websites
Addedvalue
References
Timeline
Generic

Danielle Robillard

Troutdale,OR

Summary

  • Complex Logistics
  • Deadline Management
  • Creative Problem Solving
  • Negotiation
  • SLA Compliance Process Improvement
  • Database Management
  • Relationship Building
  • Networking
  • Customer Service Client Support
  • Cross-Functional Collaboration
  • Written & Verbal Communication

Overview

18
18
years of professional experience

Work History

Senior Travel Consultant

Anthony Travel for Arizona State University
08.2022 - Current
  • Assist with billing issues and questions
  • Upgrade services and devices.
  • Compiled reports on customer feedback to improve service levels.
  • Liaised with airlines and hotels regarding special requests from customers.
  • Monitored changes in rules and regulations concerning international travel and visas.
  • Provided detailed information on destinations, weather conditions and visa requirements.
  • Maintained up-to-date knowledge of all aspects of the travel industry including fares, tariffs and regulations.
  • Prepared monthly financial statements for management review.
  • Answered queries via phone or email contact regarding visas, passports, currency exchange rates.
  • Resolved customer complaints in a timely manner.
  • Organized complex itineraries, including flights, transfers, hotels, and car hire.
  • Managed online booking systems for airline tickets and hotel reservations.
  • Developed and maintained relationships with key travel suppliers to secure the best deals for clients.
  • Negotiated contracts with airlines, hotels and other service providers to ensure competitive prices for customers.
  • Developed strategies to increase sales and profitability of the business.
  • Assisted in training new staff members in use of reservation systems and customer service techniques.
  • Ensured that all bookings were accurately entered into the system and invoiced correctly.
  • Provided comprehensive experience to clients by booking airfare, hotel and car rental arrangements suitable for client needs to achieve best available value.
  • Managed client itineraries in compliance with company policies as well as Fly America Act and Open Skies Amendment.
  • Modified existing tickets and reservations to provide clients flexibility in travel while advising on penalties and cancellation fees to find optimal solutions within company policies.
  • Supervised performance of other company consultants to achieve intra-departmental consistency in quality of service.
  • Assisted clients in troubleshooting technical obstacles to using company website and app for booking services.
  • Corresponded with airline employees to verify accuracy of advertised rates and inquire as to availability of fares lower than publicly advertised.
  • Collaborated with company executives and quality assurance professionals to provide data relevant to continuous process improvement.
  • Communicated with VIP clients to develop familiarity with common needs within client's industry and accommodate travel preferences to exceed client expectations and cement relationships.
  • Fostered a positive and collaborative work environment, sharing travel tips and insights with colleagues.
  • Monitored changes in travel reservations and informed clients of any updates or adjustments.
  • Stayed informed of emerging travel trends and technologies to enhance service delivery.
  • Built and maintained strong relationships with vendors and suppliers in the travel industry.

Deloitte Lead | BCD Travel

01.2007 - 01.2020
  • Leading provider of global corporate travel management services, solutions, and support, operating in 109 countries worldwide
  • Assisted agents, PPMD Desk, and Blended Desk with resolving issues as Floating Lead during absence of other Leads
  • Trains Agents in building accurate and complete air and hotel pricing records, as well as interpreting airline regulations
  • Informs Agents of booking policies and procedures; verifies execution of procedures to avoid debit memos
  • Utilizes proprietary tracking software to monitor agent activity, provide quality assurance, and ensure 80%+ service level, per SLA (less than 30 calls holding and all calls answered within five minutes)
  • Monitors 20+ queues to correct Agent errors and/or follow up on tickets pending approval from senior management
  • Recognized by BCD management for proactively taking ownership of queues for 100+ Agents (2-5 queues per Agent) on furlough due to COVID-19; prevented loss of thousands in revenue by resolving all pending tickets/invoices
  • Updates and submits detailed client profile changes to back-office, ensuring accuracy and completeness
  • Liaises between client executives/support and services providers to create reservations, implement itinerary changes, process billing, negotiate fees with providers, and follow up on tickets/invoices ($1 billion in airline sales per annum)
  • Arranges complex air travel, airport shuttle, car service, and when required, off-campus hotel accommodations for Deloitte University (client’s Texas training center) attendees
  • Counsel agents on performance and adherence.

Deloitte Principal, Partner & Managing Director Desk

  • Created new reservations for executive level clients by determining service needs or changes to existing arrangements
  • Reviewed client profile to determine airline, hotel, and car service preferences; identified optimal service options, airline frequent flyer numbers, hotel frequent guest numbers, and preferred car rental memberships
  • Coordinated with airlines to ensure client seating preferences on flights and negotiate upgrades when requested/possible
  • Liaised with hotel sales departments and rental car companies to verify rate availability and negotiate rates, if needed
  • Researched alternate airline tickets and hotel accommodations in the event of price caps
  • Processed cancellations and itinerary changes; negotiated fees and restrictions on applying unused tickets to future trips
  • Processed billing; included contacting airlines, hotels, and car companies to request waivers for change/cancellation fees
  • Followed up to ensure tickets were issued and distributed to clients, as well as accurate invoices for expense reports.

Elite VIP

  • Managed after-hours calls (4pm – 4am) from high-level executives seeking to coordinate or change travel records
  • Reviewed company profiles to determine air, car, and hotel policy specifications for executive level management
  • Received notice of an incoming typhoon in China during a major client event for 100+ senior executives; determined availability of return flights/hotels for extended stays and coordinated emergency accommodations within 24 hours.

Deloitte Consultant (Blended)

  • Previous Positions: Online Services (OFS) - Deloitte Consultant (Blended)

Education

Masters - Legal Studies

University of Arizona
Tucson, AZ
05-2024

Skills

  • Complex Logistics
  • Deadline Management
  • Creative Problem Solving
  • Training and mentoring
  • Exceptional customer service
  • Complex Problem-Solving
  • Negotiation
  • SLA Compliance
  • Process Improvement
  • Database Management
  • Relationship Building
  • Networking
  • Customer Service
  • Client Support
  • Cross-Functional Collaboration
  • Written & Verbal Communication

Addedvalue

  • Calmly and effectively resolves emergency events while managing communications, logistics, and conflict resolution
  • Provides high-level support to priority stakeholders as primary point-of-contact for inquiries, issues, and special requests
  • World traveler with strong understanding of diverse cultures
  • Critical thinker with strong project management skills
  • Navy Relief Society volunteer

References

References available upon request.

Timeline

Senior Travel Consultant

Anthony Travel for Arizona State University
08.2022 - Current

Deloitte Lead | BCD Travel

01.2007 - 01.2020

Deloitte Principal, Partner & Managing Director Desk

Elite VIP

Deloitte Consultant (Blended)

Masters - Legal Studies

University of Arizona

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Danielle Robillard