Eela Muzzarelli

Assist in troubleshooting client issues and identifying solutions

• Escalating complex issues to appropriate departments
• Maintain detailed case updates / Provide thorough reports back on findings and solutions
• Continue to maintain deep knowledge of Gant products or services to provide accurate information to account managers, fellow employees, and clients
• Follow up on cases with clear and precise documentation and actions taken
• Escalate unresolved issues to appropriate internal teams or external vendor partners
• Contribute to the development of client service procedures, policies, and standards
• Provide technical and product support both internally and with Gant clients/accounts
• Generate reports as requested
• Follow up with clients to ensure the problem is solved
• Document and track support issues and actions taken
• Provide training and support to internal teams and clients
• Manage multiple priorities and requests
• Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
• Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
• Managed approximately 30 incoming calls, emails, and chat messages from accounts daily.
• Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
• Conducted case management activities and services with a multidisciplinary team.
• Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.

• Promote and maintain the highest level of customer service in the industry
• Help us innovate to improve the customer experience and create a stronger company
• Efficiently arrange airline, hotel, car, rail, and ground transportation for both domestic and international reservations through a multi-channel platform
• Ensure traveler receives proper travel-related services following company travel policy
• Assist and educate travelers on passport and visa requirements
• Assist and educate travelers on Concur navigational support
• Diplomatically resolve travel-related issues
• Able to provide basic Concur navigational support
• Booked private jets and arranged car, greeter, and support services for VIP travelers.
• Increased client satisfaction by providing personalized and efficient corporate travel planning services.
• Developed strong vendor relationships to ensure access to the best travel options available for clients.
• Managed administrative functions such as billing, expense, and commission tracking.
• Established a reputation as a reliable resource for colleagues seeking assistance with challenging bookings or unique situations requiring creative solutions.
• Managed complex itineraries for high-profile executives, ensuring seamless travel experiences.
• Developed a loyal clientele base due to excellent listening and research skills and a keen understanding of travel budgets.
• Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
• Managed 25 incoming calls, emails, and team messages from travelers, travel champions, and colleagues daily.
• Contributed insights during team meetings on potential improvements in internal processes that could result in better client outcomes or operational efficiencies.
• Coordinated crisis management efforts during unexpected events or emergencies, minimizing disruption to client travel plans.
• Participated in professional development opportunities to stay current on industry trends and enhance skill sets, ultimately providing even better service to clients.
• Maintained detailed records of all bookings and expenses, supporting accurate billing and reporting processes.
• Acquired expertise in various global regions through extensive research on local customs regulations and transportation options which allowed offering tailored advice based on client needs and preferences.

• Maintained an up-to-date knowledge of industry best practices through continuous learning opportunities, such as workshops, conferences, or online classes.

• Working for various corporate/high-end boutique executive travel agencies beneath the Travel Savers umbrella (1099 + W2) in both an interim, full time & contracted capacity
• Providing excellent customer service to C-Suite executives, VIP, EVIP & high-ranking military and government officials (domestic + international)
• Consistently recognized for being a top producer in high-volume call center atmospheres.
• Active - accredited IATA member
• Strong operational understanding/proficiency (domestic + international) with all major airline carriers (commercial & private), train & light rail, rental car agencies, black-town car & limousine service, as well as riverboat - cruise ships & chartered helicopters and seaplane carriers.
• Client - customer base includes: Department of Defense clientele served: USMC, Navy, Army, Air Force, Dept
• Of Homeland Security, Capitol Police
• Government Clientele Served: Bureau of Land Management, BLM, Department of The Interior, DOI, National Aeronautical Space Agency, NASA, Department of Children & Family Services, Bureau of Indian Affairs-U.S.V.I
• Police Department, U.S.V.I
• Office of the Governor
• Corporate - Tech
• Sector Clientele Served: Robert Half Technologies, Cognizant Technology Consulting, Cognosante Consulting, Dell Computers, DirectTV Corporate
• Finance Clientele Served: Deutsche Bank, Scotiabank, Cathay Bank & countless others..
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained a high client retention rate by providing exceptional customer service and anticipating client needs.
• Conducted regular account reviews to identify areas for improvement and ensure continued success.
• Managed 30 calls a day, emails, and tasks from outside clients and Travelers.
• Develop, communicate, oversee, and execute strategic business plans with clearly stated goals and objectives.
• Ensure continuous monitoring, measuring, benchmarking, and reporting of service level agreements and key performance indicators with the development of an action plan for any substandard performance for account retention.
• Managed 30 calls from accounts, travelers, and potential accounts.
• Negotiate with vendors to secure the best rates and services.
• Monitor and manage travel budgets.
• Conduct post-travel evaluations to identify areas for improvement.
• Assist with visa and passport applications as needed.

• Arranged routine and complex domestic and international business travel for air, car, hotel, limousine, and rail utilizing both SABRE & APOLLO for Financial / Banking clients
• Provided consultative multi-country routing for best fares and preferred carrier usage
• Counseled clients on efficient, multi-city/multi-country routing for the lowest available fares, and preferred carrier usage
• Ensured optimum customer service while coordinating client travel policy responsibilities
• Effective use of computer systems and exceptional telephone service techniques
• Ensured optimum customer servicing while coordinating interdepartmental responsibilities
• Research and resolve client inquiries
• Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
• Coach, develop, and mentor more junior Travel Counselors on the team
• Provide training and support to employees on travel-related matters.
• Manage travel-related software and tools.
• Ensure compliance with company travel policies and regulations.

• Travel agent /cruise pro! Acting as an invaluable resource, helping clients save time and money, and avoid the stress of vacation planning
• As a Smart Cruiser travel agent, acting as a 'fulfiller of dreams', offering all the tips needed about various ships, associated activities, and destinations!
• Designed personalized vacation experiences based on a thorough understanding of each client's interests, budget constraints, and desired outcomes.
• Arranged travel accommodations for groups, couples, executives, and special needs clients.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Improved overall revenue by upselling additional services such as excursions, insurance, and upgraded accommodations when appropriate.

• GDS: Sabre Red / Sabre / Apollo / Worldspan
• Collect payment for transportation and accommodations from the customer
• Assist with transfers, changes, and cancellations
• Converse with customer to determine destination, international or domestic, mode of transportation, travel dates, financial considerations, and accommodations required
• Monitor and sort global distribution systems (GDS) queues (or similar programs) to maintain control
• Stay educated on airline rules, regulations,s, and current guidelines
• Compute the cost of travel and accommodations, using Sabre, calculator, computer, carrier tariff books, and online hotel rate books, or quote package tour costs
• Book transportation and hotel reservations, using Sabre or telephone
• Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers
• Provide customers with pertinent web links, e-mails, brochures, and publications containing travel information, such as local customs, points of interest, or foreign country regulations
• Print or request transportation carrier e-tickets, using a computer printer system or system link to the travel carrier

• Day to day activities included: assisting active-duty military staff & their families w/ their travels, moves, Permanent Change of Station 'PCS', Defense Personal Property 'DPS', Honorable - dishonorable discharge, and deceased
• Websites: https://www.cwtsatotravel.com, http://www.marines.mil/unit/29palms/pages/default.aspx
• Active IATA Member
• Authorized travel agent who can sell international and/or domestic tickets on behalf of IATA member airlines
• It also allows access to IATA's Billing and Settlement Plan (BSP), an efficient interface for invoicing and payment between the agent, airlines and transport providers

• Specified appropriate products and materials to meet project objectives and design scheme.
• Participated in furniture selection and documentation of specifications.
• Developed key client relationships, providing design solutions that met needs and budgets without compromising quality or design intent.
• Determined personalized needs, tastes and design preferences through thorough client consultations.
• Illustrated visual concepts during client presentations through detailed plans and sketches.
• Balanced aesthetics with functionality by choosing appropriate materials, finishes, and furnishings that met client needs.
• Conducted site visits and meetings with clients to gather necessary information for successful project execution.
• Transformed uninspiring areas into warm and inviting living spaces using various lighting fixtures, materials, and products.
• Implemented multiple high-end residential and commercial interior design projects within cost, quality and timeframe targets.
• Conducted site visits to ensure design implementations were executed according to plan, maintaining high standards of quality.
• Enhanced client satisfaction by developing personalized design solutions tailored to individual preferences and needs.

• Designed floor plans, elevations, 3D perspective views, and material boards for review and presentation.
• Selected and sourced materials, furniture, and accessories for aesthetically pleasing spaces.
• Managed budgets and timelines effectively to deliver projects on schedule and within budget constraints.
• Collaborated with architects and contractors to ensure seamless integration of design elements.
• Worked closely with vendors to negotiate cost-effective pricing for materials while maintaining high-quality standards.
• Interfaced effectively with contractors and vendors to resolve issues and discuss ideas.
• Developed key client relationships by providing design solutions that met needs and budgets without compromising quality or design intent.
• Presented compelling design proposals to clients, securing new projects and repeat business.
• Streamlined internal processes through the implementation of project management software tools which improved overall team efficiency.

• Designed floor plans, elevations, 3D perspective views, and material boards for review and presentation.
• Selected and sourced materials, furniture, and accessories for aesthetically pleasing spaces.
• Developed key client relationships, providing design solutions that met needs and budgets without compromising quality or design intent.
• Participated in furniture selection and documentation of specifications.
• Developed space planning concepts, color palette selections, and textile presentations.
• Coordinated installations of fixtures, furniture, andartwork ensuring proper placement alignment within each space accordingto plan specifications.
• Transformed outdated living spaces into modern environments that reflected current trends while adhering to clients'' preferences.