Gregorio Martinez
Glendale,AZ
Summary
Sales-oriented travel expert with exceptional administrative skills and a proven track record of success at renowned agencies. Demonstrates expertise in delivering outstanding customer service and resolving conflicts for maximum client satisfaction. Committed to providing exceptional service and quality, leveraging extensive hands-on experience in the leisure and entertainment travel industry.
Overview
12
12
years of professional experience
Work History
Entertainment Travel Manager
Corporate Travel Management
01.2023 - Current
- Arrange flights, accommodations, and ground transportation for corporate employees based on their travel needs and business preference
- Maintained detailed records of client preferences and requirements, delivering personalized service at every touchpoint.
- Created comprehensive pre-travel documentation packages, equipping travelers with essential information before departure.
- Streamlined booking processes for increased efficiency, implementing a user-friendly online reservation system.
- Coordinated complex multi-city itineraries that catered to individual preferences while maximizing group cohesion.
- Managed budgets and monitored expenses to ensure financial objectives were met consistently across all bookings.
- Trained junior staff members on best practices in customer service, leading to improved overall team performance.
- Provide efficient and seamless customer service to employees, addressing inquiries and concerns promptly
- Ensure travel plans that align with company policies and budget constraints
- Provide recommendations for cost-effective and efficient travel options
- Negotiate with vendors to secure competitive rates and discounts
- Address and resolve any issues or complications related to travel arrangements
- Ensure all travel documentation, including visas and passports, are in order
- Sabre Red 360 trained (Native Sabre and Command Helper expert)
- Utilize Adobe Power Point and Presentation, Windows Office (PowerPoint, Excel, OneNote, Windows Word, Slack, Webex), and Canvas.
- Organized large-scale group travel arrangements, ensuring seamless logistics for both domestic and international trips.
- Developed tailored travel packages for corporate clients, resulting in repeat business and client satisfaction.
- Resolved unforeseen issues during trips swiftly, minimizing disruption and maintaining client satisfaction levels high.
- Conducted regular market research to stay informed on emerging trends and offered innovative solutions accordingly.
- Negotiated competitive rates with vendors to provide cost-effective travel options for clients.
Centurion Mebership Executive/Luxury Travel Expert
American Express
05.2017 - 05.2022
- Maintained 'Book of Business' for revenue and research opportunities to build client loyalty and revenue through daily phone outreaches
- Crafted procedures and templates to be followed by Membership Team to execute and exceed goals
- Provided weekly updates on 'Book of Business' revenue
- Provided daily updates on incoming 'Voice of Customer' surveys
- Provided Monthly reports on portfolio and standings compared to other 'Book of Businesses'
- Provided coaching opportunities to each Team Member to help achieve their individual goals and the Team goals
- Utilized Adobe Power Point and Presentation, Windows Office, PowerPoint, Excel, OneNote, Windows Word, Slack, Webex, and Canvas
- Stepped in to assist with air, hotel, car, restaurant, and leisure bookings when Team was busy
- Key responsibility was to educate and elevate the Centurion Members experience with American Express Centurion and lead a Membership Team of 12 to manage my portfolio of 756 Centurion Members
- Leading my Membership Team of 12, we assisted and followed through on all requests from start to finish; including reaching out after each interaction to ensure my client's experience exceeded their expectations
- I also took the lead on keeping up team morale through daily interactions and monthly report meetings.
- Provided exceptional customer service to address member concerns or complaints promptly, maintaining overall satisfaction levels.
- Spearheaded initiatives to diversify membership demographics, fostering a more inclusive community within the organization.
- Collaborated with marketing team to create promotional materials showcasing the value of membership, resulting in increased interest and inquiries.
- Developed comprehensive reports on membership performance metrics, enabling data-driven decision-making processes within the organization.
- Conducted market research to identify trends, preferences, and opportunities within the membership demographic for tailored programming offerings.
- Boosted new member acquisition through effective outreach and networking events.
- Strengthened relationships with existing members by regularly organizing exclusive events and workshops.
- Coordinated with other departments to develop cross-functional strategies that maximize member benefits across various programs and services.
- Trained junior staff members on best practices for engaging with prospective and current members effectively.
- .Implemented an efficient CRM system for tracking interactions with current and prospective members while optimizing workflows for improved productivity among staff.
- Organized quarterly member surveys to gather feedback on their experiences, using insights gained to continually improve offerings and processes.
- Managed annual renewal campaigns to ensure timely communication and follow-up with expiring memberships.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
- Managed sales plan activities and product launches resulting in expanded revenues and branding.
- Boosted brand awareness, implemented promotional campaigns, and employed sales tactics as part of territory development.
- Maintained accurate records of bookings, payments, and any changes made during the planning process for easy reference later on as needed.
- Conducted extensive research on destinations to stay informed about local customs, attractions, regulations, and safety concerns.
- Streamlined booking processes for faster service and improved client experience.
- Assisted corporate clients with coordinating meetings, conferences, and other events at domestic or international destinations.
- Monitored world events closely to advise clients on potential travel risks and provide alternative options when necessary.
- Developed strong relationships with clients through excellent communication skills, resulting in repeat business and referrals.
- Organized group tours, managing logistics to ensure smooth operations and positive experiences for participants.
- Implemented innovative marketing strategies to attract new clients and increase company revenue.
- Offered comprehensive support during unforeseen circumstances such as cancellations or delays further strengthening customer loyalty.
- Collaborated with team members to share knowledge, ensuring that all staff were up-to-date on industry trends and best practices.
- Expanded company''s expertise by continuously updating personal knowledge of airline policies and procedures alongside hotel offerings.
- Enhanced customer satisfaction by providing personalized travel recommendations and tailored itineraries.
- Negotiated with vendors to secure the best rates and exclusive deals for clients.
- Coordinated with other industry professionals like tour guides or transportation providers to ensure seamless travel experiences for clients.
- Provided exceptional customer service by proactively addressing client inquiries via phone calls or emails in a timely manner.
- Utilized various booking platforms to efficiently arrange flights, accommodations, transportation, and activities for clients.
- Resolved customer issues promptly, maintaining a high level of professionalism and empathy.
- Educated customers regarding passport requirements and visa applications ensuring proper documentation prior their trips.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Followed up with customers to increase customer service with travel plans.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Updated and maintained customer databases to increase customer retention.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Developed process improvements and long-term business strategies through analysis of customer feedback.
- Implemented automated office systems, optimizing client, and data communications as well as records management.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
Customer Service Representative
Bank of America
11.2016 - 04.2017
- Kept daily knowledge on market shifts and changes that could affect my clients' portfolios
- Face to Face client interaction
- Financial Reports
- Key responsibility was to educate clients for potential upgrades to their accounts and diversify their personal and business portfolios with Bank of America.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Inbound Sales Specialist/Loan Processor
Wells Fargo
03.2016 - 10.2016
- Scripted Call Center experience
- Educated each inbound caller on products and services beneficial to their home mortgage with Wells Fargo
- Built Book of Business with steady stream of recurring clients
- Kept up to minute knowledge on financial/home markets and how the impacted the mortgage industry
- Enhanced overall customer experience by providing tailored solutions that met individual needs and preferences.
- Processed loans in a timely and efficient manner
- Worked with clients from beginning stages of loan preparation to the final steps
- Utilized Windows 10, PowerPoint, Excel, and Windows Word
- Key responsibility was to make outbound calls on leads provided by management and secure clients business with refinancing home loans
- Optimized workflow by prioritizing tasks based on urgency, complexity, and potential impact on sales performance.
- Observed operational responsibilities through various departments to educate myself on the loan processing cycle.
- Proactively identified opportunities for cross-selling and upselling to maximize revenue generation per transaction.
Corporate Trainer
The Cheesecake Factory
04.2012 - 01.2016
- Talent Acquisition
- Corporate Trainer
- International Traveling Trainer
- Assistant Server Manager
- Utilized Adobe Power Point and Presentation, Windows Office, PowerPoint, Excel, and Windows Word
- Key responsibility was to oversee and manage with keeping up to date information on existing and new training material
- I utilized the materials to train existing and new employees on procedures, restaurant openings, new concepts, and fundamentals of the company
- Every three months I would travel to the corporate office to attend training seminars
- Additionally, I would travel, both domestically and internationally, to assist and supervise new restaurant openings.
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Enhanced corporate culture by conducting team-building activities and workshops.
- Developed training programs to meet company objectives.
- Supported company growth by designing targeted training programs for new hires.
- Supervised a team of trainers, providing guidance on instructional design techniques and delivery methods that maximized learner outcomes.
- Monitored compliance with mandatory training requirements, reducing regulatory risks for the organization.
- Evaluated employee performance and provided actionable feedback for improvement, leading to higher overall success rates.
- Leveraged industry best practices to continuously update and refine training content, ensuring relevance and applicability in a dynamic business environment.
- Delivered impactful presentations at industry conferences, raising brand awareness while sharing best practices with peers.
Education
Bachelor of Science - Business Leadersip
Univeristy of Arizona, Global Campus
Tucson, AZ07.2026
High School Diploma -
Suns-Diamondbacks Educational Academy
Phoenix, AZ12.2004
Skills
- Account Development
- Account Management
- Client Relationship Building
- Team Leadership
- Microsoft Office
- Finance Development
- Luxury Travel Industry Expert
- Sabre Red 360
- Tour Industry
- Cruise Industry
- Concierge
- Leisure Travel
- Corporate Travel
- Teamwork and Collaboration
Activities
In my spare time I like to read, cook, study, travel, and learn new language. I also provide my time to veteran charities and organizations, as I have service members in my immediate and extended family.
Timeline
Entertainment Travel Manager
Corporate Travel Management
01.2023 - Current
Centurion Mebership Executive/Luxury Travel Expert
American Express
05.2017 - 05.2022
Customer Service Representative
Bank of America
11.2016 - 04.2017
Inbound Sales Specialist/Loan Processor
Wells Fargo
03.2016 - 10.2016
Corporate Trainer
The Cheesecake Factory
04.2012 - 01.2016
Bachelor of Science - Business Leadersip
Univeristy of Arizona, Global Campus
High School Diploma -
Suns-Diamondbacks Educational Academy
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