Summary
Overview
Work History
Education
Skills
Previous Experience
Timeline
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Karen Schmidt

Chicago,IL

Summary

Tourism consulting professional well-versed in client sales and service, training and education, project management, and product development. Tactical leader and problem solver with analytic mindset to identify and resolve technology needs.

Overview

32
32
years of professional experience

Work History

Senior Product Technology Consultant and Trainer

Sabre Inc & American Airlines
05.1996 - 05.2023
  • Managed North American territory providing sales support and training for high profile travel agency accounts, representing over 10M in annual company revenue
  • Exceeded sales goals by conducting comprehensive assessments of client systems, providing recommendations for improvements and upgrades
  • Improved client satisfaction by implementing technology solutions tailored to client's specific needs
  • Drove product penetration and adoption by developing and delivering delivered custom virtual and on-site workshop training for front-line sales teams in North America and Asia
  • Developed and maintained training curriculums across multiple product lines; managed physical training office technology needs
  • Mentored and trained fellow instructors to boost resources and and support company growth
  • Managed projects to facilitate transition from competitor technology to Sabre system solutions from needs assessment to planning, implementation, and post-project support including issue escalation and resolution
  • Acted as customer advocate to drive product development discussions
  • Directed IT services, counseled executives and collaborated with senior management on strategic planning for new solutions
  • Consistently surpassed annual customer satisfaction goals

Service Representative, Admirals Club: O'Hare

American Airlines
10.1995 - 05.1996
  • Provided superior customer service including airport check-in, reservations, ticketing, revenue conversion, and problem resolution
  • Provided specialized services to American Airlines premium passengers, including domestic and international upgrades and AAdvantage award information
  • Consistently surpassed department membership sales goals
  • Received continual praise and recognition from customers for outstanding service

International Resolution Desk Representative

American Airlines
03.1993 - 10.1995
  • Conducted new hire, tactical, and recurrent training for American Airlines reservations sales force in areas of product knowledge, effective sales techniques, customer service, and all policy and procedural information
  • Developed system-wide training procedures, curricular and materials for use across international markets
  • Identified and researched departmental and individual training needs to increase productivity
  • Provided problem resolution for the International Reservations Sales Department for internal and external customers
  • Provided coaching and counseling to reservations team members
  • Consistently exceeded goals, earning second highest performance evaluation score in the department

Reservation Sales Representative

American Airlines
03.1991 - 03.1993
  • Provided fare, schedule, baggage, passport, and visa information to American Airlines customers, resulting in new and upgraded sales
  • 18-month special assignment - Member of Quality Improvement Team focused on identifying problems, evaluating processes and developing initiatives impacting improvements in the overall reservations environment
  • Member of a TDY team testing the streamlining of airport processes at Oklahoma City Airport resulting in the development of airport gate readers

Education

Associates Degree in Travel And Tourism -

Pima College
Tucson, AZ

Skills

  • Client Relationship Management
  • Workflow Management
  • Business Analysis
  • Project Management
  • Training Development and Delivery
  • Customer Sales and Service
  • Global Business Experience

Previous Experience

Branch Manager and Travel Consultant, Various corporate and leisure travel companies, Assisted with start-up operations, extensive customer contact and overall office administration., Skilled in new business development, sales presentations and organizational development

Timeline

Senior Product Technology Consultant and Trainer

Sabre Inc & American Airlines
05.1996 - 05.2023

Service Representative, Admirals Club: O'Hare

American Airlines
10.1995 - 05.1996

International Resolution Desk Representative

American Airlines
03.1993 - 10.1995

Reservation Sales Representative

American Airlines
03.1991 - 03.1993

Associates Degree in Travel And Tourism -

Pima College

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Karen Schmidt