Janet Souza
Kailua,HI
Summary
Travel and customer support professional with Sabre reservations expertise, DTS support, and strong problem-solving skills. Supports Marines and families with accurate bookings, fare rule guidance, and policy-based travel decisions. Delivers dependable service through careful itinerary review, clear communication, and timely resolution of customer concerns.
Overview
22
22
years of professional experience
Work History
Travel Experience Counselor Tech II
Carlson Wagonlit Sato Travel
Marine Corp Base Hawaii, HI
02.2023 - Current
- Processed government air, car , and hotel reservations in the Sabre travel management system for Marines and their families located on MCBH and Camp Smith. Assisted with DTS reservations.
- Assisted travelers who were traveling to multiple international destinations, with routing , ticketing and advising all fare rules and restrictions.
- Reviewed itineraries for accuracy, fare rules, and government travel compliance.
- Helped resolve ticketing issues, ticket exchanges, cancellations and refunds.
Reservations , Sales And Service Representative
United Airlines
Honolulu, HI
09.2020 - 06.2022
- Upsold seat assignments and upgrades to customers in a fast-paced environment.
- Conferred with customers by telephone in a high volume contact center, delivering timely travel support and information.
- Navigated multiple computer systems and applications, utilizing search tools to effectively resolve passenger travel concerns.
- Informed passengers of current COVID-19 restrictions for their travel route and destination, ensuring compliance and safety.
Customer Care Representative
United Airlines
Honolulu, HI
03.2005 - 08.2020
- Responded quickly to meet top tier customer needs and resolve post travel problems.
- Conferred with customers by telephone or email to provide feedback and a resolution to their inquiries.
- Assessed validity of complaints by obtaining and examining relevant information. Investigated to determine possible causes.
- Referred unresolved customer grievances to designated departments for further investigation.
- Maintained up-to-date records of customer interactions and transactions by recording details of inquiries or complaints.
- Collected and analyzed customer experience information, reporting findings to headquarters.
- United 100 award recipient.
Skills
- Sabre reservations expertise
- DTS reservations proficiency
- Customer relationship management
- Customer service excellence
- Customer problem-solving
- Travel compliance
- Customer conflict resolution
- Policy adherence
- Team collaboration
- Professional under pressure
- Customer empathy
Timeline
Travel Experience Counselor Tech II
Carlson Wagonlit Sato Travel
02.2023 - Current
Reservations , Sales And Service Representative
United Airlines
09.2020 - 06.2022
Customer Care Representative
United Airlines
03.2005 - 08.2020