Denise A. Lynch

Dedicated and results-oriented Business Professional with proven experience in providing high-quality customer service, offering innovative solutions to address client requirements. Highly-skilled in developing robust approaches to engage customers, understanding customer needs by analysing data and recommending options to optimise the experience and achieve goals. Accomplished in promoting a culture of performance, enhancing competencies by facilitating mentoring, coaching, and training sessions to attain service excellence and business targets. Strategic leader and an outstanding communicator, strengthening partnerships with clients, building relationships with teams and staff, communicating with corporations, various agencies, specialists, and engaging key stakeholders.

• Frosch Travel, Virtual, CORPORATE TRAVEL COUNSELOR (REMOTE), 04/01/19, Present, Providing excellent customer service to corporate travellers., Arranging air, car, hotel and rail travel by utilizing various modes of communication channels to include email inquiries and inbound calls., Working with VIP clientele to ensure all their travel needs are met.
• American Express Global Business Travel, Virtual, SPECIALIZED CORPORATE TRAVEL COUNSELOR/SUPPORT SPECIALIST (REMOTE), 08/01/16, 02/01/19, Provide high-level of customer service by responding to inbound calls, arranging and booking international and domestic corporate travel including hotel accommodation, car and rail service., Recommend the best travel itinerary package, taking into consideration the affordability and suitability for customers., Assist travellers with expense disputes by providing service at the expense inquiry desk, analysing and conducting research and facilitating reversals., Process monthly savings report and name change exchanges, identifying opportunities to generate additional value and reduce the cost for the clients., Maintain unused tickets database, developing effective approaches to increase sales and engage clients.
• Carlson Wagonlit Travel, St. Louis, MO, INTERNATIONAL CORPORATE TRAVEL COUNSELOR (REMOTE), 10/01/15, 08/01/16, Delivered outstanding consultancy and customer service by arranging international and domestic corporate travels and recommending best packages, utilizing different modes of communication channels including inbound calls and email inquiries.
• American Express Travel Services, Atlanta, GA, EXECUTIVE TRAVEL COUNSELOR (REMOTE), 11/01/08, 09/01/15, Managed the travel arrangements of clients by responding to telephone queries, formulating best domestic and international itinerary recommendations and packages including air, hotel, and car service., Provided high-quality customer service experience, resolving customer issues with the travel itinerary, vendors, and agents by analysing problems and creating options., Supported the development of Travel Counselors, conducting mentoring, IM chat, and coaching sessions on call management, performance metrics, and policy interpretation to improve productivity and performance., Won the Trendsetter Award for exceeding all performance and leadership metrics, developing approaches to improve productivity and generate warm leads.
• Ameriplan USA, Dallas, TX, NATIONAL SALES DIRECTOR, 03/01/06, 02/01/11, Developed marketing activities and promotional materials to increase sales, creating and distributing business cards and flyers in populated areas and identifying online advertising locations., Communicated company's purpose, core values, and vision to employees by conducting training and team meetings and setting-up clear goals and targets., Enhanced competencies of the team by providing daily mentoring and coaching sessions to improve performance and increase productivity., Provided quality customer service by responding to requests and inquiries on service, discounted dental plans, and work-from-home opportunities.
• Cox Travel, Atlanta, GA, CORPORATE TRAVEL COUNSELOR/LEAD AGENT, 10/01/00, 11/01/05, Successfully completed travel arrangements for VIP Executives and groups, determining best options that would fit travel rules and regulations., Monitored performance by accurately evaluating and scoring call services, conducting call shadowing for quality assurance and customer service., Reviewed and analysed performance metrics by implementing survey techniques and determining areas for improvement., Produced regular agent and group sales report, ensuring accuracy and quality to support the management in the decision-making process., Enhanced skills and knowledge of staff and colleagues by conducting training and mentoring sessions, creating engaging personal presentations and job aide materials., Responded to customer inquiries and questions by relaying accurate and complete information and data, achieving client satisfaction.