Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Hi, I’m

Karolyn Baker

Mesquite,TX

Summary

Experienced Operations Supervisor with over 10 years in travel and hospitality management, specializing in reservations and itinerary management. Proven track record of leading high-performing teams to optimize reservation processes, enhance customer satisfaction, and exceed performance targets. Skilled in utilizing GDS Sabre, managing complex itineraries, and fostering a customer-first approach. Committed to driving operational excellence through strategic leadership, effective team development, and a customer-first approach in dynamic, fast-paced environments.

Overview

11
years of professional experience

Work History

SAHM

Caretaker
11.2021 - 08.2024

Job overview

  • Assisted clients with activities of daily living, promoting independence and quality of life.
  • Managed household tasks such as cleaning, laundry, and grocery shopping, maintaining a 100% adherence to cleanliness and nutritional standards.
  • Streamlined household routines, reducing time spent on daily chores by 30% while enhancing the overall quality of the living environment.
  • Contributed to a positive atmosphere for clients by using effective communication and active listening skills.
  • Participated in ongoing professional development opportunities to stay current on best practices in caregiving techniques, enhancing the quality of care provided.

AmaWaterways

Reservations Manager
09.2019 - 09.2021

Job overview

  • Streamlined reservation processes for increased efficiency and improved guest experience.
  • Managed team of reservation agents, ensuring high-quality service and accurate bookings.
  • Established and maintained strong relationships with clients and travel agencies, leading to repeat business and referrals.
  • Evaluated employee performance and conveyed constructive feedback to improve skills and encourage continuous improvement. Implemented a performance tracking system that improved team productivity by 20%.
  • Monitored and utilized GDS and CRM software effectively for tracking leads, managing customer data, and quality control.

Omni Hotels And Resorts

Reservation Sales Specialist
09.2015 - 12.2019

Job overview

  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
  • Provided customers with information about availability and pricing for over 62 properties.
  • Worked closely with front desk to achieve full occupancy of property.
  • Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
  • Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
  • Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
  • Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
  • Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.

Virgin America

Airline Reservation Sales Chat/Email Support
02.2014 - 08.2015

Job overview

  • Delivered exceptional service under pressure by maintaining composure during peak hours or difficult situations involving flight delays or cancellations.
  • Managed approximately 30 incoming calls, emails, and faxes per day from customers.
  • Streamlined response times for chat and email support, effectively reducing customer wait time.
  • Maintained high levels of accuracy in data entry, ensuring all reservation details were correct and up to date.
  • Proactively identified potential issues before they escalated by monitoring flight statuses closely, leading to smoother customer experiences overall.
  • Managed multiple chat lines while prioritizing tasks effectively, resulting in efficient handling of high chat volumes without sacrificing quality of service.
  • Managed high volume of emails daily, ensuring timely responses and resolution of issues.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.

Education

University of North Texas
Denton, TX

Bachelor of Science from Hospitality Administration And Management
05.2017

Skills

  • Critical Analytical Thinking
  • KPI Management
  • Virtual Travel Management
  • Coaching and Mentorship
  • Team Performance Optimization
  • Global/Multinational Travel Knowledge
  • Regulatory Compliance (DOT, TSA, Passports, Visas)
  • Microsoft Office Proficiency
  • CRM System and Reservation Software Proficiency
  • Global Distribution Systems (GDS)- Sabre Proficiency
  • Customer Relationship Management
  • Organizational and Time Management
  • Excellent verbal and written communication
  • Attention to Detail
  • Problem-Solving and Decision-Making

Affiliations

National Society of Minorities in Hospitality

Timeline

Caretaker

SAHM
11.2021 - 08.2024

Reservations Manager

AmaWaterways
09.2019 - 09.2021

Reservation Sales Specialist

Omni Hotels And Resorts
09.2015 - 12.2019

Airline Reservation Sales Chat/Email Support

Virgin America
02.2014 - 08.2015

University of North Texas

Bachelor of Science from Hospitality Administration And Management

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Karolyn Baker