Gladys Swanson
Madison
Summary
Senior VIP Corporate Travel Counselor with extensive experience in managing high-level domestic and international travel for C-suite and executive clientele. Adept in utilizing multiple GDS systems, providing high-touch service, resolving travel disruptions, and maintaining client satisfaction in fast-paced, remote, and onsite environments. Demonstrated success in operations management, team leadership, client relations, and implementation of travel technologies.
Overview
37
37
years of professional experience
Work History
Senior VIP Corporate Travel Counselor
Encore Travel
10.2024 - Current
- Specialize in personalized domestic and international travel arrangements for VIP and executive-level clients.
- Utilized Sabre and Apollo GDS platforms to manage complex itineraries with precision and discretion.
- Provide high-touch service in a remote environment, ensuring seamless travel experiences aligned with client preferences and corporate policies.
- Collaborate with internal teams and vendors to resolve urgent issues and deliver white-glove support during travel disruptions.
- Consistently meet and exceed service-level expectations, supporting high-volume and fast-paced travel demands.
Senior VIP Corporate Travel Counselor
American Express GBT / Ovation Travel Group
03.2020 - 06.2024
- Provided end-to-end planning of domestic and international itineraries for VIP clientele.
- Used Sabre and Apollo to manage bookings, ensuring accuracy and responsiveness to executive traveler needs.
- Maintained superior service levels and consistently met performance metrics.
Senior VIP Corporate Travel Counselor
Carlson Wagonlit Corporate Travel
05.2012 - 10.2014
- Handled VIP and C-suite level travel services for both domestic and international itineraries.
- Used Sabre and Apollo GDS to manage bookings, ensuring adherence to travel policies and traveler preferences.
- Supported online booking tools and served as point-of-contact during high-volume service periods.
Corporate Transient Sales Manager
Trump International Hotel and Tower
04.2008 - 04.2009
- Managed corporate sales efforts targeting VIP business travelers and executive clients.
- Negotiated and maintained high-value corporate contracts with a focus on premium service delivery and account satisfaction.
- Conducted customized presentations and proposals tailored for executive decision-makers and VIP client segments.
Operations Manager
BCD Travel
02.2004 - 04.2008
- Managed VIP corporate travel services for two major law firms, including senior partners and legal executives.
- Oversaw daily operations, staff training, and performance, ensuring excellence in domestic and international itinerary planning.
- Ensured discretion, speed, and reliability in servicing complex, high-touch travel needs.
- Developed tailored service procedures to meet VIP client expectations and firm-specific travel policies.
Business Leader
American Express (formerly Rosenbluth International)
01.2002 - 01.2008
- Led a team of 23 associates supporting high-profile clients and executive travelers across company-owned centers and on-site locations.
- Oversaw delivery of premium domestic and international travel services for C-suite executives and VIPs, ensuring policy compliance and personal preferences.
- Managed service performance, new client implementations, and technology rollouts—including corporate self-booking tools—to enhance VIP traveler experience.
- Developed strong relationships with travel managers and executive stakeholders, ensuring white-glove service and retention.
- Directed integration of new technology and procedures to elevate client value, reduce costs, and streamline high-end travel logistics.
Service Manager / Lead Agent / Travel Counselor
Carlson Wagonlit Travel / Accenture
01.1995 - 01.2002
- Managed travel operations, including budgeting, performance metrics, and client account success.
- Led international department and supported corporate policy development and vendor management.
- Ensured service excellence and exceeded client savings objectives.
Key Facilitator / Lead Agent / Travel Counselor
American Express
01.1988 - 01.1995
- Delivered travel services using Sabre, Worldspan, and Apollo GDS platforms.
- Led training seminars, conducted system implementations, and supervised international/VIP departments.
- Provided high-touch service to top-tier clients and assisted with sales support.
Skills
- VIP Corporate Travel Management
- Domestic & International Itinerary Planning
- C-Suite & Executive Client Relations
- Sabre
- Apollo
- Worldspan GDS Systems
- High-Touch Customer Service & Support
- Vendor & Contract Negotiation
- Remote Work Efficiency
- Onsite & Virtual Team Leadership
- Travel Policy Compliance
- Crisis Management & Issue Resolution
Timeline
Senior VIP Corporate Travel Counselor
Encore Travel
10.2024 - Current
Senior VIP Corporate Travel Counselor
American Express GBT / Ovation Travel Group
03.2020 - 06.2024
Senior VIP Corporate Travel Counselor
Carlson Wagonlit Corporate Travel
05.2012 - 10.2014
Corporate Transient Sales Manager
Trump International Hotel and Tower
04.2008 - 04.2009
Operations Manager
BCD Travel
02.2004 - 04.2008
Business Leader
American Express (formerly Rosenbluth International)
01.2002 - 01.2008
Service Manager / Lead Agent / Travel Counselor
Carlson Wagonlit Travel / Accenture
01.1995 - 01.2002
Key Facilitator / Lead Agent / Travel Counselor
American Express
01.1988 - 01.1995
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