Jennifer Gonzalez-Corona
San Antonio
Summary
Resourceful Travel Counselor known for high productivity and efficient task completion. Skilled in itinerary planning, destination knowledge, and customer service management. Excel in communication, problem-solving, and adaptability to ensure client satisfaction and repeat business. Committed to providing personalized travel experiences through effective listening and flexibility.
Overview
26
26
years of professional experience
Work History
Travel Advisor
CTP
San Antonio
02.2024 - Current
- Handled travel documentation and ensured compliance with regulations.
- Tracked reservations using computer software programs such as Sabre 360 GDS system.
- Addressed client inquiries and resolved issues promptly and effectively.
- Provided travel information to customers and answered questions regarding passports, visas, transportation.
- Researched availability of airfare and hotel rooms using reservation systems.
- Created travel itineraries and made adjustments to meet client specifications.
- Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
- Ensured all reservations were accurately documented in agency's system prior to client departure date.
- Suggested additional services such as car rentals or hotel.
Commercial/D&G Travel Counselor Sme
CWT
San Antonio
06.2022 - 02.2024
- Utilized Sabre 360, Power Express and Power Hotel
- Created travel itineraries and made adjustments to meet client specifications.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discretion.
- Researched hotels and airfare options to best meet client needs and expectations.
- Helped clients purchase flight tickets, arrange car rentals and locate other forms of transportation.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
- Communicated security issues and protocols to clients traveling to unstable countries or locations.
- Offered one-on-one support for team members to drive continuous improvement.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
- Assisted in developing and refining standard operating procedures for US Soil agents.
SME/ COINBASE
TaskUs
San Antonio
03.2021 - 06.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Helped clients navigate online systems within established frameworks to obtain services.
- Accurately documented calls and caller information and made updates to data.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Implemented additional services to maintain exceptional client service ratings.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Consulted with customers regarding needs and addressed concerns.
Store Manager a
Circle K
San Antonio
11.2000 - 11.2020
- Prioritized sanitation, safety and health standards in work areas to meet OSHA requirements.
- Rotated inventory from oldest to newest to maintain fresh stock.
- Minimized financial discrepancies by accurately controlling monthly operations budget.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Built loyal customer base by delivering excellent service and stocking in-demand products.
- Oversaw all store operations while generating $60,000 in monthly sales.
- Restocked inventory upon shipment arrival and checked merchandise into PDI system to maintain accurate records.
- Reorganized sales floor to optimize customer flow and improve product visibility.
- Implemented succession planning by training and developing 8 associates into leadership positions.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Shared product knowledge with customers and offered personal recommendations to boost upselling and cross-selling goals.
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Opened and closed store by processing daily paperwork, balancing register drawers, producing staffing schedules and preparing deposits.
- Oversaw merchandising and displays, signage, decorations and cleaning to maintain safety and readiness for customers.
- Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
- Updated store pricing, signage and merchandising to promote specials, sales and discounts.
- Met budget targets by controlling expenses and eliminating wasteful behaviors.
Telephone Banker
Washington Mutual Insurance Association
San Antonio
07.2006 - 12.2006
- Boosted customer satisfaction with knowledgeable answers and fast service for diverse needs.
- Helped customers complete withdrawals, deposits and transfers as well as open new accounts and obtain balance information.
- Maintained performance standards against targets such as call abandonment, turnaround time and accuracy of solutions offered.
- Delivered answers to customer questions and concerns regarding account issues.
- Answered each call within company time frame to minimize wait times.
- Toggled back and forth between two systems to complete customers banking transactions over the phone.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
Education
High School Diploma -
Tom C. Clark
San Antonio, TXSkills
- Travel planning
- Itinerary creation
- Client relationship management
- Fare research
- Payment processing
- Customer service
- Attention to detail
- Active listening
- Visa and passport regulations
- High volume environments
- Excellent customer service
- Travel arrangements
- Travel industry experience
Timeline
Travel Advisor
CTP
02.2024 - Current
Commercial/D&G Travel Counselor Sme
CWT
06.2022 - 02.2024
SME/ COINBASE
TaskUs
03.2021 - 06.2022
Telephone Banker
Washington Mutual Insurance Association
07.2006 - 12.2006
Store Manager a
Circle K
11.2000 - 11.2020
High School Diploma -
Tom C. Clark