Diana I Stout
Phenix City,AL
Summary
Experienced luxury travel specialist. Excellent customer service experience committed to providing through travel and lifestyle experiences to clients. Critical thinker connects seemingly separate details and keep up-to-date on regulations. Proficient in critical thinking, effective communication and solutions-oriented problem-solving.
Overview
8
8
years of professional experience
Work History
Regulatory Compliance Analyst
American Express
08.2022 - Current
- Researches customer complaints regarding travel booking errors and other travel related claims of failure to adhere to the travel and lifestyle services department compliance regulations.
- Utilize Sabre to research PNR history to identify and determine the root cause of alleged travel booking errors, validate or invalidate claims based on research.
- Conduct voice file reviews to validate or invalidate claims of misadvisement for travel booking errors made by travel counselors.
- Collaborates with travel vendors to investigate complaints and provide customers with fair resolutions.
- Determine resolutions on travel complaint cases after thorough investigation of the claim, including determining and approving financial compensation to settle claims and make customer's financially whole.
- Delivers case resolution outcomes to customer's and ensures that any concerns with pre or mid travel reservations are addressed.
Centurion Membership Manager
American Express
06.2021 - 08.2022
- Provided super service to Centurion Members through strategic problem solving, friendly communication and resourceful ability to answer all questions that arise.
- Collaborate with Membership Executive to understand the profile, preferences and history (travel, lifestyle and card) of each Member in the team's portfolio.
- Utilized Sabre to book luxury and executive level travel reservations including, hotels, and ground transportation.
- Processed air ticket exchanges, including processing the use of air travel credits and MCO's.
- Interpreted and advised customers of air ticket fare rules, hotel cancellation and penalty policies.
- Assisted card members with various concierge requests mostly that related to travel, such as, dining reservations, tours, and event tickets.
- Delivered a streamline travel service, booked and maintained complex travel itineraries in an organized and systematic manner.
- Provide card services including transaction, billing, credit, membership rewards, and more, displaying-in depth knowledge of company's services and products.
Travel Consultant - Platinum Travel
American Express
09.2018 - 06.2021
- Educated card members on utilizing travel benefits so they could make the most of their membership.
- maintained working knowledge of current destinations to consult card members in the best way possible.
- Build strong relationships with the customer base to foster loyalty and repeat business.
Diamond Desk Coordinator
Hilton Worldwide
05.2016 - 08.2018
- Use effective sales techniques to meet guests needs and maximize revenue.
- Effectively overcome barriers to satisfy guests.
- Consistently meet or exceed target for sales conversion and average daily room rate.
- Offer ancillary products or services as required
- Build trust with guests by listening and asking engaging, needs-based questions.
- Use appropriate resources to offer effective solutions that meet the guests' travel needs.
- Make sound decisions to resolve issues at the first point of contact.
Education
Master of Arts - Leadership
Liberty University
Lynchburg, VA12-2020
Bachelor of Arts - Multidisciplinary Studies
Liberty University
Lynchburg, VA08-2017
Skills
- Customer Service
- Problem solving and attention to detail
- Client Relationships
- Research and Analysis
- Luxury Travel Knowledge
- GDS, Sabre
Timeline
Regulatory Compliance Analyst
American Express
08.2022 - Current
Centurion Membership Manager
American Express
06.2021 - 08.2022
Travel Consultant - Platinum Travel
American Express
09.2018 - 06.2021
Diamond Desk Coordinator
Hilton Worldwide
05.2016 - 08.2018
Master of Arts - Leadership
Liberty University
Bachelor of Arts - Multidisciplinary Studies
Liberty University