Denise Punches
Cannon Falls,MN
Summary
Highly-motivated individual with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking individual with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Dynamic Travel Sales Leader with expertise in team oversight, client relations, and project management. Proven track record of developing training materials and driving sales growth through effective customer engagement and strategic planning.
Overview
32
32
years of professional experience
Work History
Travel Sales Leader
Auto Club Group AAA
Burnsville, Minnesota
2023.10 - Current
- Lead and coordinate a distributed team of 39 employees across four states, ensuring consistent operations, communication, and service delivery.
- Serve as a primary escalation point for customer and vendor concerns, resolving complex issues with a strong focus on customer satisfaction and timely follow-up.
- Manage and track team performance using Salesforce, dashboards, and reporting tools to monitor activity, ensure accountability, and support decision-making.
- Develop, maintain, and analyze spreadsheets, reports, and tracking systems to monitor performance trends and operational effectiveness.
- Coordinate and facilitate regular meetings, training sessions, and workshops; prepare materials and communicate updates to staff across multiple locations.
- Oversee onboarding, training, and mentoring of new hires, ensuring compliance with company policies and consistent procedural knowledge.
- Conduct audits and quality reviews to ensure adherence to organizational standards, policies, and regulatory requirements.
- Create and improve workflows, forms, and internal processes to increase efficiency and consistency across teams.
- Collaborate with internal departments and external partners to coordinate events, training, and operational initiatives.
- Plan and organize events and meetings, including logistics, scheduling, and communication, improving participation and engagement.
- Maintain professional communication with diverse clients, including staff, clients, and external partners.
- Support organizational initiatives and system implementations, including serving as a pilot leader for a new reservation system rollout.
- Prepare training materials, guides, and documentation to support staff development and knowledge sharing.
- Recognized for high performance and leadership impact, including President Elite Award (2024) and Premier Performer Award (2025).
Travel Sales Development Specialist
Auto Club Group AAA
Burnsville, MN
2019.11 - 2023.10
- Exceeded goals - four state combined YTD revenue June - 121% - Sales 122% by leveraging branch events and relationship marketing skills. Exceeded Membership Goals YTD June -117% and Credit Card Goals YTD June 105%
- Resolved client inquiries and complaints by providing effective solutions that enhanced customer satisfaction.
- Developed dashboards for agents to track year progress, improving visibility and accountability.
- Developed TSDS team dashboard workshop attendance report
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
- Leader on the AAA Vacations Triple Check project, I have two team members that are also on the project.
- Created the calculator on the Triple Checks to auto calculate the 6% and remaining at 2% for new credit cards on one line
- Resolved travel agent errors with vendors, protecting client interests and eliminating unnecessary payouts.
- Led and coached my current fourteen new hires.
- Recruited and trained new employees to meet job requirements.
- Interviewed prospective employees and provided input on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Held regular one-on-one meetings with new hires to review performance and priorities and provide feedback.
- Coordinated bi-weekly training sessions for new hires with team members.
Sr. Travel Agent
Auto Club Group AAA
Burnsville, MN
2007.06 - 2019.11
- Successful travel agent with thirty two years of experience
- Achieved the President Elite award three years
- Received Premier Performer award for outstanding contributions over five years.
- Responded promptly to client inquiries and resolved issues, ensuring high levels of client satisfaction.
- Developed customized travel itineraries, incorporating client specifications to enhance travel experiences.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Researched hotels and airfare options to best meet client needs and expectations.
- Followed up with clients to notify of specials and offer assistance with future travel plans.
- Leveraged travel booking system to process travel requests, update client information and print final documents.
- Participated in travel seminars and remained up-to-date on market trends.
- Analyzed client reviews and feedback to locate process weaknesses and provide better trip experiences.
Travel Agent
American Express
Bloomington, MN
2005.12 - 2007.06
- Developed personalized travel itineraries, adapting plans based on client specifications to enhance satisfaction.
- Delivered customer support in high-volume call center, addressing inquiries and resolving issues effectively.
- Processed travel requests accurately, managed customer fees, and generated detailed reports for accounts.
Reservation Agent/Rate Desk
Northwest Airlines
Bloomington , MN
2003.11 - 2005.11
- Provided exceptional service to guests daily, resolving issues and enhancing guest satisfaction.
- Utilized Worldspan computer software to complete airline reservations
- Collaborated with rate desk team to address pricing queries and resolve ticketing issues effectively.
- Read and wrote store fare ladders while completing complex ticket exchanges.
- Provided effective and efficient services to guests measured through key performance metrics.
- Assisted customers via phone, confirming bookings, addressing inquiries, and delivering essential information.
- Researched and resolved customer issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Sr. Travel Agent
AAA Minnesota
Burnsville, MN
1993.11 - 2003.11
- Apollo Coordinator - during the transition from Worldspan to Apollo
- Informed clients of security issues and protocols for safe travel to unstable countries.
- Analyzed client reviews and feedback to locate process weaknesses and provide better trip experiences.
- Achieved top agent award two years
- Leveraged the travel booking system to process travel requests, update client information and print final documents.
- Developed strong customer relationships by providing accurate travel itineraries and expert travel knowledge.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
Education
Destination Specialist Spain - Destination Specialist Spain
Travel Institute
2014-11
Lifestyle Specialist - Honeymoons & Destination Wedding -
Travel Institute
2013-11
Destination Specialist London -
Travel Institute
2012-05
Destination St. Lucia -
Travel Institute
2011-11
Southern Europe Destination Specialist -
Travel Institute
2011-06
Lifestyle Specialist Luxury Travel -
Travel Institute
2010-12
Alaska Destination Specialist -
Travel Institute
2009-06
Hawaii Destination Specialist -
Travel Institute
2009-05
CTA - Travel
Travel Institute
Virtual1999-01
Travel Planner - Travel Planner
Dakota County Technical College
Rosemount1992-06
Skills
- Salesforce
- Microsoft Teams
- Expense Reports
- Retail sales
- Administrative tasks
- Built and maintained dashboards/reports
- International reservations
- Client networking
- Reservations management
- Client relations
- Service promotion
- Marketing
- Leisure/Corporate Travel
- High volume environments
- Client consultations
- Relationship management
- Team building
- Project management
- Training and development
- Policy enforcement
- Training and mentoring
- Complex problem-solving
Timeline
Travel Sales Leader
Auto Club Group AAA
2023.10 - Current
Travel Sales Development Specialist
Auto Club Group AAA
2019.11 - 2023.10
Sr. Travel Agent
Auto Club Group AAA
2007.06 - 2019.11
Travel Agent
American Express
2005.12 - 2007.06
Reservation Agent/Rate Desk
Northwest Airlines
2003.11 - 2005.11
Sr. Travel Agent
AAA Minnesota
1993.11 - 2003.11
Destination Specialist Spain - Destination Specialist Spain
Travel Institute
Lifestyle Specialist - Honeymoons & Destination Wedding -
Travel Institute
Destination Specialist London -
Travel Institute
Destination St. Lucia -
Travel Institute
Southern Europe Destination Specialist -
Travel Institute
Lifestyle Specialist Luxury Travel -
Travel Institute
Alaska Destination Specialist -
Travel Institute
Hawaii Destination Specialist -
Travel Institute
CTA - Travel
Travel Institute
Travel Planner - Travel Planner
Dakota County Technical College