Dean Ross
Jacksonville,FL
Summary
Operations / Customer Service Professional with strong business acumen and leadership. Possess significant strength in all aspect of customer relations. Areas of expertise include Call Center Training, Mentoring, Performance measurement, Problem identification and resolution. Achieved exemplary results in fast paced, dynamic and competitive environments.
Overview
19
19
years of professional experience
Work History
Senior Travel Consultant
Egencia LLC
Jacksonville, FL
04.2016 - Current
- Provide quality servicing, timely and accurate completion of travel arrangements.
- Provide travel services to Egencia account specific client base employee per their company guidelines.
- Managed client itineraries in compliance with company policies.
- Provide navigational and technical obstacles troubleshooting support when using company website and app for booking services.
- 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.
- Provide comprehensive experience to clients by booking airfare, hotel and car rental arrangements suitable for client needs to achieve best available value.
Senior Travel Consultant
BCD Travel
Jacksonville, FL
06.2015 - 03.2016
- Optimized client travel economy, using Global Distribution Systems including Sabre Travel Network to locate best value reservations.
- Advised clients on visa, passport and security requirements active in destination countries to assist in travel preparation and prevent complications to entry into foreign countries.
- 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.
Executive Travel Consultant
American Express Travel
Jacksonville, FL
04.2013 - 04.2015
- Provide travel services to American Express Centurion Card-Members (Luxury Brand).
- Verified client personal details accuracy and completed customer profiles for company databases, establishing positive client relationships.
- Provided comprehensive experience to clients by booking airfare, hotel and car rental arrangements suitable for client needs to achieve best available value.
- Enhanced customer satisfaction ratings, researching travel options, negotiated rates, presenting best deals and resolving issues efficiently.
Performance Coach Team-Quality Mentor
American Express TLS
Jacksonville, FL
05.2008 - 04.2013
- Manage new hire on-boarding processes for Virtual and Call Center employees.
- Developed employees to meet performance expectations within a specified timeframe.
- Coach and provided ongoing feedback to the employees and their leaders to enhance the customer experience.
- Supported site-level coaching and developmental needs through structured processes.
- Increased employee and customer relations / retention
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Partner with Training to identify on-going training/quality initiatives to support improved performance and associate development.
- Drive customer service, sales, and quality metrics to achieve departmental goals.
Executive Travel Consultant
American Express CTN
Jacksonville, FL
11.2004 - 05.2008
- Provide travel services to our American Express Centurion Card-Members (Luxury Brand).
- Responsible for quality servicing, timely and accurate completion of travel arrangements, as well as the sales of value added services.
- Assisting Card-Members with all travel needs including Air,Car, and Hotels both Domestic and International, Vacation Planing, Membership Reward Redemption, Tours and Cruises.
Education
MBA - Business Administration
Webster University
St Louis, MO |Jacksonville, FL Campus05.2020
Skills
- Strong organizational skills
- Active listening skills
- Employee and client retention
- Sabre GDS
- Apollo GDS
- Amadeus GDS
- Professional written and verbal communication skills
- Adaptive team player
- Excellent Multi-task skills
- Results driven (departmental goals)
- Performance assessment
- Employee coaching & feedback
- Salesforce
Skills
- Sabre GDS
- Apollo GDG
- Performance Management
- Coaching and Development
- Microsoft Office
Timeline
Senior Travel Consultant
Egencia LLC
04.2016 - Current
Senior Travel Consultant
BCD Travel
06.2015 - 03.2016
Executive Travel Consultant
American Express Travel
04.2013 - 04.2015
Performance Coach Team-Quality Mentor
American Express TLS
05.2008 - 04.2013
Executive Travel Consultant
American Express CTN
11.2004 - 05.2008
MBA - Business Administration
Webster University
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