Dawn Coley
Litchfield Park
Summary
Personable, customer-oriented, results-driven travel coordination professional with extensive experience in the travel industry. Seeks to contribute skills to an established company. Flexible team player with a solid foundation in proactive sales. Comfortable in high-touch, telephony, and multi-channel environments. Excellent track record of managing KPIs and performance metrics.
Overview
32
32
years of professional experience
Work History
SR. Travel Consultant
Altour travel
01.2023 - Current
- Delivered exceptional travel service experience to corporate customers
- Assisted St Jude Children’s Hospital customers with often complex international & domestic travel requests
- Assisted with completion of international & domestic travel reservations, utilizing highest quality customer service skills
SR. Travel Consultant
Corporate Travel Management
01.2021 - 01.2023
- Delivered exceptional travel service experience to corporate customers
- Assisted with completion of international & domestic travel reservations, utilizing highest quality customer service skills
Customer Service Representative
Slavic 401K
01.2021 - 12.2021
- Provide outstanding customer assistance via telephone relating to customers’ 401K plans
- Attend to customer queries, requests & concerns in a multi-channel environment
SR. Travel Consultant
Travel And Transport
01.2014 - 12.2020
- Assisted United Nations customers with often complex international & domestic travel requests
- Monitored flights across various shifts for UN Senior Officers
- Provided consultative advice, solutions & recommendations, applying problem-solving abilities to meet complex, often urgent client needs with exceptional customer service
- Assisted with creation of weekly Senior Officer flight reports to UN Travel Administrators
International Travel Counselor
AdTrav
01.2013 - 12.2014
- Managed end-to-end international & domestic travel booking process for corporate clients, with excellent customer service
International Travel Counselor
AMerican Express Travel
01.2009 - 12.2013
- Delivered exceptional travel service experience to corporate customers
- Assisted with completion of international & domestic travel reservations, utilizing highest quality customer service skills
Service Center Supervisor ESC Symphonie
Carlson Wagonlit Travel
01.2006 - 12.2009
- Promoted to Supervisor role, overseeing 15-20 service center agents & monitoring schedule adherence, call quality
- Managed Team Service Levels for incoming calls
- Provided agents with constructive feedback to meet CWT goals
- Fostered a positive, enthusiastic & energetic working environment for all staff
ESC Symphonie Support Agent
Carlson Wagonlit Travel
01.2005 - 12.2006
- Handled up to 60 calls per day, specializing in irate callers
- Provided coaching & mentoring to other agents
- Acted as liaison between agents & management regarding agent performance, feedback, etc
Senior Travel Counselor
Carlson Wagonlit Travel
01.2003 - 12.2005
- Hired to handle Domestic & International reservations for all accounts & the After Hours Emergency Center
- Floor-walked for new OJT agents
- Jumped in to take on supervisor responsibilities as needed
International Agent; Lead Agent for CSC
Rosenbluth Travel
01.2001 - 12.2003
- Assisted customers with international & domestic travel reservations
- Monitored agents’ calls & gave relevant feedback
- Co-created training manual used for new CSC agent training
Senior Travel Consultant
Carlson Wagonlit Travel
01.1993 - 12.2001
- Lead for Support Team, also assisting with OJT floor-walking
- Helped to start QC team; developed company’s QC checklist
Education
Travel Agent Certification -
South Eastern Travel Academy
Kissimmee, FLDiploma -
Glen Burnie High School
Glen Burnie, MDSkills
- Exceptional customer service
- Extensive International experience: Asia, Africa, Middle East, Europe
- Sabre GDS systems expertise
- Exceptional Client Service
- Call Center Management
- Proficient in Fare Structures
- High-Quality Client Support
- Team Development
- Integrity
- Discretion
- Process Improvement
- Effective Problem Resolution
- Rapid Learning Ability
- Training and mentoring
- Effective Time Management
Timeline
SR. Travel Consultant
Altour travel
01.2023 - Current
SR. Travel Consultant
Corporate Travel Management
01.2021 - 01.2023
Customer Service Representative
Slavic 401K
01.2021 - 12.2021
SR. Travel Consultant
Travel And Transport
01.2014 - 12.2020
International Travel Counselor
AdTrav
01.2013 - 12.2014
International Travel Counselor
AMerican Express Travel
01.2009 - 12.2013
Service Center Supervisor ESC Symphonie
Carlson Wagonlit Travel
01.2006 - 12.2009
ESC Symphonie Support Agent
Carlson Wagonlit Travel
01.2005 - 12.2006
Senior Travel Counselor
Carlson Wagonlit Travel
01.2003 - 12.2005
International Agent; Lead Agent for CSC
Rosenbluth Travel
01.2001 - 12.2003
Senior Travel Consultant
Carlson Wagonlit Travel
01.1993 - 12.2001
Diploma -
Glen Burnie High School
Travel Agent Certification -
South Eastern Travel Academy
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