James Pence
San Tan Valley,Arizona
Summary
Experienced Travel Counselor with 38+ years in travel planning, including AAA service and group coordination. Strong in customer service, public speaking, and problem-solving, with deep knowledge of cruises, international travel, and tailored trip planning.
Overview
9
9
years of professional experience
Work History
Travel Counselor
Aaa Ncnu
Gilbert, Arizona
10.2016 - 02.2026
- Advised AAA members on vacation planning, fares, and travel documentation requirements.
- Booked flights, hotels, cruises, and rental cars using reservation systems.
- Resolved itinerary changes and travel issues with clear member communication.
- Processed payments, refunds, and ticket exchanges following AAA service standards.
- Explained destination options, travel policies, and insurance coverage to members.
- Coordinated international travel details, including passports, visas, and special requests.
- Maintained accurate member records, trip files, and booking confirmations.
- Promoted AAA travel services and membership benefits during counselor conversations.
- Handled travel arrangements for groups, couples, executives, and special needs clients.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discretion.
- Responded immediately to clients' questions, issues, and complaints, and found effective solutions when required.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Coordinated flights, ground transportation and other special requests for clients.
- Maintained accurate records of all transactions including invoices, contracts and cancellations policies.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Searched for the best deals on hotels, cruises, flights and vacation packages.
- Conducted research on various tourist attractions to recommend to customers based on their interests.
- Maintained up-to-date knowledge of travel advisories, visa requirements, and vaccination policies.
- Negotiated competitive rates with travel suppliers to ensure the best deals for clients.
- Handled customer inquiries regarding existing reservations or modifications to existing bookings.
- Tracked client travel preferences and history to provide tailored travel advice.
- Built and maintained strong relationships with vendors and suppliers in the travel industry.
- Assisted in the development of travel insurance policies to protect clients against unexpected events.
- Managed travel documentation, ensuring all necessary passports and visas were obtained in a timely manner.
- Managed financial transactions related to travel bookings, including invoicing and payments.
- Stayed informed of emerging travel trends and technologies to enhance service delivery.
- Arranged transportation logistics for clients and hotel reservations using computer or telephone.
- Computed costs of travel and accommodations using a calculator, computer or quoted package tour costs.
- Communicated security issues and protocols to clients traveling to unstable countries or locations.
- Participated in ongoing training sessions to enhance travel expertise with company and travel partners.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings, and rental car reservations.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds, and providing accurate travel documentation.
- Fostered a positive and collaborative work environment, sharing travel tips and insights with colleagues.
- Utilized GDS systems efficiently for booking and confirming travel plans.
- Monitored changes in travel reservations and informed clients of any updates or adjustments.
Education
Bachelor of Science - Business Education
University of Akron
Akron, OH05-1984
Skills
Was a travel agent for over 38 years with the last 9 years being a Travel Counselor with AAA I have gone on many destinations and have gone on 56 cruises!
I have typing skills
Not afraid to speak in public and will do presentations!
Love putting together groups!
Timeline
Travel Counselor
Aaa Ncnu
10.2016 - 02.2026
Bachelor of Science - Business Education
University of Akron