Josephine Leon
Wake Forest,NC
Summary
Currently, seeking challenging environment that will afford the opportunity for professional and personal growth and am highly motivated self-starter with over thirty years of Customer Service experience working in the Travel Industry. Detail-oriented Corporate Travel Agent adept at managing complex corporate travel plans spanning domestic and international destinations. Well-versed in airline, hotel and car rental policies and procedures. Navigates complex world of fees, transactions and regulations with practiced ease. Polished and professional Corporate Travel Agent with thorough understanding of needs and desires of corporate travelers. Sets up airline tickets, car rentals, hotel stays and other vital services for complex, international and domestic trips. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Corporate Travel Agent/Lead Agent
Corporate Travel Management North America INC
Wilmington, NC
11.2012 - Current
- Responsible for providing full service travel assistance to Mayo Clinic-which includes arranging routine, and complex domestic and international itineraries.
- Provides consultative services to accomplish best routing and fares for our clients.
- Help maintain exceptional and consistent relationship with our client and assist in researching and resolving any client inquiries/customer service issues.
- Help motivate team as well as communicate goals and objectives, along with encouraging team so that we can provide best customer service to our clients.
- Managed corporate travel itineraries for executives, ensuring compliance with company policies.
- Coordinated complex travel arrangements using industry-specific software and tools.
- Streamlined booking processes to improve efficiency and reduce turnaround time.
- Provided expert advice on travel regulations, safety protocols, and best practices.
Senior Corporate Travel Agent
Travel Experts
06.2010 - 11.2012
- Provided full service travel assistance to corporate Clients
- Offered travel support to independent agents from Accredited Virtuoso agencies based in US and Canada as well as provide technical assistance with airline computer system as well as all ticketing transactions and help in structuring fare calculations
- Provided any and all quality assurance assistance.
- Provided technical and administrative support to Virtuoso accredited travel agents to assure success of business.
- Negotiated contracts with airlines and hotels to secure favorable rates and terms for corporate travel programs.
Senior Travel Counselor
Casto Travel
Santa Clara, CA
11.2004 - 05.2008
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Handled all travel needs for several fortune 500 companies, such as Intel/Hewlett Packard/Network Appliance.
Fulfillment Associate
Navigant International
Englewood, CO
02.2003 - 11.2004
- Primarily responsible for EC fulfillment for Rocky Mountain location that accounts that utilized online tools such as Get There, Concur Solutions.
- Extensive work on Sabre and Apollo. Maintained productivity and accuracy to ensure optimal customer satisfaction.
- Reviewed daily queues to ensure all transactions are processed in timely manner.
- Collaborated with cross-functional teams to streamline logistics and enhance service delivery.
- Assisted in the training of new fulfillment associates, sharing best practices and offering support as needed.
Quality Assurance Specialist
Trip.com/Cendant Travel
Denver, CO
10.2001 - 02.2003
- Trip.com group/Cendant Travel
- Mentored junior QA staff, providing guidance on testing methodologies and tools usage.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Travel Company Duties included verification of online reservation requests with regards to faring information along with airline contracts
- Issued tickets and handled exchanges and any ticketing services
- Provided all customer resolution to any inquires.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Corporate Travel Consultant
Professional Travel
Colorado Springs, CO
09.1998 - 10.2001
- Booked transportation and coordinated schedules for conferences and meetings.
- Provided exemplary customer service to new and existing clients, resulting in lasting relationships and secure new travel assignments.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Coordinated logistics for domestic and international travel arrangements, ensuring compliance with company policies.
Reservations Agent
Thor24
Broomfield, CO
05.1997 - 09.1998
- Handled billing information over phone.
- Coordinated booking confirmations and itinerary changes for clients promptly.
- Enhanced client satisfaction by resolving issues swiftly and professionally.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Resolved various issues and discrepancies for customers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Corporate Travel Counselor
American Express Global Business Travel
Denver, CO
06.1992 - 05.1997
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Managed corporate travel arrangements, ensuring compliance with company policies and client requirements.
Ticket Agent
Continental Airlines
San Jose, CA
12.1987 - 06.1992
- Assisted customers with reservations, cancellations, and flight changes, enhancing overall satisfaction.
- Resolved customer inquiries and complaints effectively, fostering positive relationships and loyalty.
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Investigated complaints to define and correct weak areas.
- Handled passenger reservation requests and passenger Check-in along with handled operations at airport such as baggage claim, ticket counter, gates and ramp operations at San Jose Airport.
Education
Associate of Arts - Business Administration And Management
Wake Technical Community College
Raleigh, NC01-2010
Associate of Arts - Travel And Tourism
Condie Business College
San Jose, CA01-1987
Skills
- Self-sufficient
- Goal-oriented individual
- Effective time management
- Motivated self-learner
- Corporate travel management
- Company guidelines and procedures
- Effective communication
- Outstanding customer support
Certification
Travel and Tourism
Timeline
Corporate Travel Agent/Lead Agent
Corporate Travel Management North America INC
11.2012 - Current
Senior Corporate Travel Agent
Travel Experts
06.2010 - 11.2012
Senior Travel Counselor
Casto Travel
11.2004 - 05.2008
Fulfillment Associate
Navigant International
02.2003 - 11.2004
Quality Assurance Specialist
Trip.com/Cendant Travel
10.2001 - 02.2003
Corporate Travel Consultant
Professional Travel
09.1998 - 10.2001
Reservations Agent
Thor24
05.1997 - 09.1998
Corporate Travel Counselor
American Express Global Business Travel
06.1992 - 05.1997
Ticket Agent
Continental Airlines
12.1987 - 06.1992
Associate of Arts - Travel And Tourism
Condie Business College
Associate of Arts - Business Administration And Management
Wake Technical Community College