Glenda Hefner
Venice,FL
Summary
Accomplished travel professional adept at managing complex corporate travel plans spanning domestic and international destinations. Seeking to leverage my vast experience working in a remote call-center environment, and my demonstrated abilities to provide excellent customer service utilizing my strong written and verbal communication skills and problem-solving abilities.
Overview
42
42
years of professional experience
Work History
Corporate Travel Agent – Business Travel
AMERICAN EXPRESS GLOBAL BUSINESS TRAVEL
01.1988 - 08.2024
- Coordinated domestic and international travel arrangements, including researching and booking airline flights, hotel, car rental, limousine, and train reservations for corporate clients and groups up to 150
- Managed complex itineraries for high-profile executives, ensuring seamless travel experiences
- Communicated travel rules and regulations to clients, per each company policy and offered effective advise
- Answered calls by utilizing the Avaya and Cisco Finesse call management systems and other software
- Responded to emails via Outlook and Salesforce
- Streamlined booking process for more accurate and timely reservations, improving overall service quality
- Collaborated with other agents to resolve any issues promptly, maintaining client trust and satisfaction
- Educated clients on travel policies and procedures, ensuring adherence to corporate guidelines and budgetary constraints
- Coordinated crises management efforts during unexpected events or emergencies, minimizing disruption to client travel plans
- Assisted clients with passport and visa processing
- Consistently met or exceeded performance targets by staying focused on key priorities and managing time effectively
- Collaborated with preferred vendors to maximize company profit
- Worked closely with team members to develop solutions and meet deadlines for special projects
- Reached out to airlines, hotels, rental car companies and other services to proactively resolve issues
- Established a reputation as a reliable resource for colleagues seeking assistance with challenging bookings or unique situations requiring creative solutions
- Developed process improvements and long-term business strategies through analysis of customer feedback
- Mitigated financial discrepancies by accurately collecting airline fees and managing refunds promptly.
- Assisted in training new hires, sharing best practices and ensuring new team members were equipped to provide excellent service to clients
- Contributed insights during team meetings on potential improvements in internal processes that could result in better client outcomes or operational efficiencies
- Furloughed in Oct 2020 due to Covid-19, and returned to work in May 2022
Health Concierge
CVS Healthcare
12.2021 - 04.2022
- Provided targeted, personalized service to members regarding their healthcare benefits
- Handled customer service inquires via telephone, internet, or written correspondence
- Utilized resources to assist customers in understanding components of healthcare products including claims, usage, balances, and cost sharing
- Answered questions and resolved issues as single point of contact
- Educated and assisted customers on various elements of benefit plan information and available services to enhance overall customer service experience
- Proactively accessed customer issues and anticipated their needs
- Helped members navigate enrollment process and choose pre-approval procedures and available products
- Verified patient insurance eligibility and entered patient information into system
- Managed sensitive information with discretion, maintaining strict confidentiality in accordance with HIPAA regulations.
Leisure Travel Agent
Travel One
Southfield, MI
02.1983 - 12.1987
- Researched and created memorable travel itineraries for clients, including booking and ticketing airline flights, hotel, car rental, train, tour packages and cruise vacations
- Arranged travel accomodations for groups
- Established base of loyal clientele by following up and addressing concerns professionally and efficiently, promoting repeat business from satisfied clients
- Possessed keen understanding of the clients budgetary constraints and worked within those guidelines
- Managed administrative functions such as billing, expense, and commission tracking
- Assisted in training new hires, sharing best practices and ensuring new team members were equipped to provide excellent service to clients
- Developed strong vendor relationships to ensure access to the best travel options available for clients
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers
Skills
- Microsoft Office
- Active listening
- Strong verbal and written communication
- Exceptional customer service
- Detail oriented
- Accurate documentation
- Creative problem-solving abilities
- Call center experience
- Remote worker
- Self-directed
Education
Travel and Tourism Certificate - Travel And Tourism
American Travel School
Ferndale, MI12.1982
Awards
- Two-time recipient of the American Express Travel Pacesetter Award
Community Service
- Gleaners Community Food Bank, Taylor, MI
- Salvation Army Annual Back-to-school backpack drive, Southfield, MI
- Adopt-a-family For Christmas Campaign Taylor Public Schools, Taylor, MI
- Starfish Family Services, Inkster, MI
- Detroit Rescue Mission Ministries, Detroit, MI
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Work-life balanceWork from home option401k matchPaid time offLanguages
English
Native or Bilingual
Timeline
Health Concierge
CVS Healthcare
12.2021 - 04.2022
Corporate Travel Agent – Business Travel
AMERICAN EXPRESS GLOBAL BUSINESS TRAVEL
01.1988 - 08.2024
Leisure Travel Agent
Travel One
02.1983 - 12.1987
Travel and Tourism Certificate - Travel And Tourism
American Travel School
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