Karen Fortes
Brockton,MA
Summary
Experienced in the corporate, educational, and leisure travel industry with a strong background in creating personalized travel itineraries and delivering exceptional customer service. Expertise lies in destination knowledge, travel planning, and booking management. Highly regarded for effective collaboration with teams, adaptability to changing circumstances, and consistently achieving high levels of client satisfaction. Reputation for reliability, flexibility, and a results-focused approach. Dedicated professional committed to providing top-notch travel experiences.
Overview
20
20
years of professional experience
1
1
Certification
Work History
VIP Travel Advisor Corporate Travel
Massachusetts Financial Services - MFS
10.2022 - Current
- Conducted thorough research on destinations and accommodations to provide accurate information to travelers.
- Delivered exceptional customer service by promptly addressing inquiries via phone, email, or in-person meetings.
- Booked transportation using booking engines Amadeus and Sabre GDS, made hotel reservations and collected payments to optimize trip planning.
- Enhanced client satisfaction by providing personalized travel recommendations and itineraries.
- Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
- Educated clients on necessary travel documents, insurance options, and safety precautions for each destination.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Assisted clients with flight changes and cancellations (Exchanges, refunds) to minimize travel disruptions.
- Helped customers with passport and visa applications.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Increased sales revenue through upselling relevant products and services to travelers.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Maintained detailed records of client interactions, bookings, and payments for easy reference.
- Stayed current on industry trends and news, allowing for quick adaptation to changes in the market.
- Resolved customer complaints promptly and professionally, resulting in improved customer satisfaction ratings.
- Referenced company contracts and rate desk to balance rate and revenue for client and company.
- Input data into Concur to improve business efficiency and reduce costs by automating operations workflow.
- Maintained favorable working relationships with co-workers to foster and promote cooperative working environment.
Call Center Representative – Traveler Customer Advisor
Grand Circle Travel
09.2021 - 09.2022
- Handling service calls to make reservation changes, process payments, respond to any customer inquiries and to educate customers on their air itinerary and tour itinerary
- Main job is to advise, book and make any changes to airlines reservations using code based software
- Demonstrated the ability to balance company values and performance goals
- Achieved monthly performance goals and have the ability to drive in time of changes, Especially in the travel industry
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
International Flights Specialist
American Council for International Studies (ACIS)
03.2011 - 04.2020
- Led overall individual and group flight reservations accurately by requesting, managing, pricing, and ticketing
- Ensured smooth workflow by timely addressing customer concerns
- Supported staff members by managing new assignments and tasks
- Reviewed group space regularly to identify opportunities for improvements
- Maintained company budget when booking group space as well as followed airline policies during cancelling, refunding, and ticketing group space
- Established solid relationships with co-workers and management
- Provided excellent customer service to gain and maintain clientele
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Travel Coordinator Specialist
Education First (EF)
12.2006 - 04.2009
- Identified and resolved clients' problems at all levels
- Prepared client packages while focusing on fare requirements, company rules, and international tariff requirements
- Oversaw air travel for high school students, travelling on educational tours
- Estimated travel costs, applicable taxes, and tariffs for groups
- Avoid errors in travel arrangements by maintaining impeccable financial and administrative records as well as dealt with refunds, cancellations, and reissuing tickets
- Satisfied customers and manager with quality of flights and keeping the cost down
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Delivered prompt service to prioritize customer needs.
Office Administrator/ Flight Coordinator
TACA Airlines
02.2005 - 11.2006
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
- Maximized office space utilization by maintaining a clean, organized work environment that encouraged productivity and efficiency.
- Safeguarded company information by maintaining strict confidentiality protocols and ensuring secure document storage practices.
- Facilitated smooth operations by maintaining updated inventory records, anticipating supply needs, and placing timely orders for essential materials.
- Managed executive travel arrangements, optimizing itineraries for cost-effectiveness and time management.
- Maintained confidentiality of sensitive information, adhering to strict data protection policies.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Grew over $130,000 sales within three hours by providing assistance in event organization within office with local radio station.
- Contributed to organization of events to increase sales for the airline.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Master of Science - Management
Lasell College
Newton, MA05.2011
Bachelor of Science - Travel & Tourism Management
Johnson & Wales University
Providence, RI05.2004
Skills
- Outstanding customer support
- Effective communication skills
- International compliance expertise
- Hotel reservations
- Problem-solving expertise
- Team-oriented approach
- Bilingual
- Geographic knowledge
- Budget management proficiency
- Travel planning research
- Corporate travel coordination
- Customized travel packages
Affiliations
- AAA Travel Agency
Certification
- CTC - Certified Travel Counselor
- Certified Amadeus, TACA Airlines and Grand Circle
- Certified SABRE, Johnson & University, Education First and American Counsel for International Studies
Languages
Spanish
Native or Bilingual
Timeline
VIP Travel Advisor Corporate Travel
Massachusetts Financial Services - MFS
10.2022 - Current
Call Center Representative – Traveler Customer Advisor
Grand Circle Travel
09.2021 - 09.2022
International Flights Specialist
American Council for International Studies (ACIS)
03.2011 - 04.2020
Travel Coordinator Specialist
Education First (EF)
12.2006 - 04.2009
Office Administrator/ Flight Coordinator
TACA Airlines
02.2005 - 11.2006
Master of Science - Management
Lasell College
Bachelor of Science - Travel & Tourism Management
Johnson & Wales University
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