Elizabeth Tierney
Glen Gardner,NJ
Summary
Motivated and professional individual with a strong track record in building productive relationships, resolving complex issues, and winning customer loyalty. With 25 years of experience in the travel industry, consistently maintaining high levels of customer satisfaction while contributing to the overall success of the companies worked for.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Client Service Manager
Berk's Furniture & Mattress
04.2022 - Current
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Kept accurate records to document customer service actions and discussions.
- Created and reviewed invoices to confirm accuracy.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Travel Consultant
American Express Global Business Travel
10.2019 - 04.2022
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for business travelers on multiple accounts.
- Provided exceptional customer service by addressing inquiries promptly and resolving issues efficiently, fostering long-term client loyalty.
- Coordinated special requests from clients such as meeting room bookings or event tickets procurement, delivering comprehensive support beyond standard itineraries.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Helped customers with passport and visa applications.
General Manager
The Honey Do Service, Inc
07.2014 - 10.2019
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Optimized supply chain efficiency through vendor negotiations, inventory control measures, and streamlined logistics processes.
- Reduced lead times through careful planning.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Customer Service Representative/ Team Leader
American Express Global Business Travel
10.2000 - 07.2014
- Customer Service Representative: Research and resolve customer service issues for air, car, hotel and transportation
- Review daily IBank reporting for possible shift in market share to maintain current contract agreements
- Research and resolved debit memos, completed frequent flyer upgrades for VIP's, review ETS reporting daily, completed credit card transfers, liaison for Avis car rental, assist agents with questions on contracts and ADP policy and procedure, completed monthly CSI reporting.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Team Leader: Oversee staff of 10 domestic agents.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained accurate records of team metrics and performance data, using insights to drive continuous improvement efforts across the call center operation.
- Coached and mentored team members for improved performance, resulting in increased call handling efficiency and reduced wait times.
- Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
Education
Travel & Tourism - Tourism And Travel Management
Hill Institute
Danville, NJ03.1990
Skills
- Client Relationship Building
- Exceptional communication
- Customer Relations
- Customer service (10 years)
- Supervising experience
- Office management
- QuickBooks
- Office Management
- GDS: Apollo (25 years)
- Call Center Operations
- Schedule Coordination
- Shipping, receiving, and warehousing
- Report Preparation
Certification
Certified Notary Public
Assessments
- Attention to detail, Proficient, 02/22, Identifying differences in materials, following instructions, and detecting details among distracting information
- Customer focus & orientation, Proficient, 01/22, Responding to customer situations with sensitivity
- Customer service, Proficient, 01/22, Identifying and resolving common customer issues
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Client Service Manager
Berk's Furniture & Mattress
04.2022 - Current
Travel Consultant
American Express Global Business Travel
10.2019 - 04.2022
General Manager
The Honey Do Service, Inc
07.2014 - 10.2019
Customer Service Representative/ Team Leader
American Express Global Business Travel
10.2000 - 07.2014
Travel & Tourism - Tourism And Travel Management
Hill Institute
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