JANNIE SALCE
BROOKLYN
Summary
Results-driven professional with extensive experience in customer service and travel consultancy. Expertise in active listening and critical thinking to resolve issues efficiently, enhance client loyalty, and streamline booking processes for improved operational efficiency.
Overview
33
33
years of professional experience
Work History
Customer Service Representative
American Airlines
Jamaica, NY
06.1993 - Current
- Resolved customer inquiries and issues promptly to enhance satisfaction and loyalty.
- Educated passengers on flight policies, procedures, and ticketing processes to ensure compliance.
- Collaborated with team members to streamline service operations and improve response times.
- Monitored system updates and communicated changes to customers for accurate information delivery.
Ultramar/Travel and Transport
Senior Travel Counselor
New York, NY
06.2013 - 06.2020
- Solid and documented experience in fulfilling a minimum of 30 or 40 request per day for international and domestic air,car and Hotel Reservations for Multiple Accounts.
- Used Knowledge of Sabre GDS to calculate segment costs on international and domestic routes.
- Interacted with Traveler and /or travel arrangers in providing 1st level support for customer Service and technical issues.
- Maintained strong working relationships with Travel arrangers in order to get Travelers itineraries in order and updated.
- Maintained favorable working relationship with all company employees to foster and promote a cooperative and harmonious working climate.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Senior Travel Consultant
American Express
White Plains, NY
06.2005 - 09.2012
- Developed tailored travel itineraries to enhance client experiences and satisfaction.
- Managed complex travel arrangements using advanced booking systems and tools.
- Collaborated with vendors to negotiate competitive rates and secure exclusive offers.
- Mentored junior consultants on best practices in customer service and travel planning.
- Provided useful travel materials such as guides, maps and event programs.
- Conducted comprehensive destination research to provide clients with up-to-date information and expert advice on travel options.
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions.
- Increased client satisfaction by providing personalized travel recommendations and itinerary planning.
- Assessed client needs and recommended appropriate products and services to meet preferences and budget.
- Delivered exceptional service through prompt responses to customer inquiries via phone, email, or chat platforms.
- Streamlined booking processes for improved efficiency and reduced errors in reservations.
- Resolved customer issues effectively, maintaining a positive reputation for the company within the highly competitive travel market.
Education
Associate of Science - Tourism And Travel Management
Kingsboro Community College
Brooklyn, New York06-1993
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Payment processing
- Product knowledge
Languages
Spanish
Full Professional
Timeline
Ultramar/Travel and Transport
Senior Travel Counselor
06.2013 - 06.2020
Senior Travel Consultant
American Express
06.2005 - 09.2012
Customer Service Representative
American Airlines
06.1993 - Current
Associate of Science - Tourism And Travel Management
Kingsboro Community College