KELLY LEAB
Harriman,TN
Summary
Experienced customer service professional skilled in contract negotiation and cross-team collaboration. Manages complex travel arrangements and enhances service delivery by streamlining processes and ensuring regulatory compliance. Focused on delivering exceptional client experiences and innovative solutions.
Overview
2027
2027
years of professional experience
Work History
Customer Service Representative
Teledyne FLIR Detection
Oak Ridge, TN
01.2022 - Current
- Promptly handle customer requests and concerns.
- Utilized SAP to create notifications, sales orders, and service repairs, processed returns in SAP and RenewityRMA.
- Coordinated priorities with team members to meet customer deadlines for order returns and ensure customer needs are met.
- Created accurate quotes for customers to ensure transparency in pricing.
- Prepare orders for shipping and create return shipping labels.
- Collect payment for orders and process purchase orders.
- Work with technical staff at multiple locations to ensure customers' needs are met.
- Oversaw technicians on priority repairs and addressed customer concerns to enhance service delivery.
- Reconcile and complete the closing process of orders.
- Ensured strict adherence to federal regulations and company policies to promote ethical practices.
Senior Travel Coordinator
Direct Travel
Portland, ME
01.2016 - 01.2020
- Booked and managed several large accounts with extensive domestic and international travel arrangements, VIP Executives, clients, and meeting attendees.
- Demonstrated expert knowledge of the Apollo GDS booking system.
- Monitored emails, phone calls, and queues for travel changes and delays to ensure timely communication and adjustments.
- Resolved and provided timely solutions to travelers experiencing customer service and logistical issues.
- Negotiated contracts with hotels to secure favorable meeting space and room blocks, enhancing event logistics.
- Worked with hotels on no-show charges due to travel delays.
- Coordinated multiple conferences and projects simultaneously, successfully managing conflicting deadlines to ensure on-time execution.
Senior Travel Counselor
LEIDOS, (Formerly Science Applications International Corporation (SAIC))
Reston, VA
01.1997 - 01.2015
- Booked and managed extensive domestic and international travel arrangements for employees, VIP Executives, clients, and meeting attendees, and ensured superior customer service delivery standards.
- Leveraged industry expertise to research, identify and provide innovative, cost saving solutions to assure the lowest airfare options using preferred vendors.
- Demonstrated expert knowledge of the Apollo GDS booking system and managed the Get There/Concur queues and ticketing.
- Resolved customer service and logistical issues for travelers, including flight delays, cancellations, and itinerary changes, ensuring minimal disruption to travel plans.
- Monitored and approved travel and expense authorizations in Deltek, ensuring compliance with company policies and facilitating smooth ticketing processes.
- Negotiated hotel and car rental rates and cultivated and maintained effective relationships with hotel suppliers, car rental agencies, travel management company and airline sales representatives.
- Managed special projects for off-site meetings, supporting VIP attendees with last-minute travel changes.
- Coordinated transportation arrangements for employees, ensuring timely arrivals and departures.
- Maintained knowledge of all applicable airline regulations and international pricing and tariffs.
- Provided guidance to employees on obtaining Visa and Passport documentation.
- Developed local travel map with office, hotel, and restaurant guides, along with a travel newsletter to enhance employee experience and assist administrative assistants.
- Supported event execution by attending offsites and conferences to assist attendees.
- Prepared and reconciled weekly void/refund and exchange logs for ARC report.
- Supported Human resources activities and assisted with creating new hire packets.
Travel Consultant and Group Tour Leader
POLARIS TRAVEL
Education
The Travel School
Knoxville, TNSkills
- Customer service and support
- Travel and vendor management
- Contract negotiation and resolution
- Process and expense management
- System administration and software proficiency
- Change management strategies
- Cross-team collaboration
- Effective communication
- Software proficiency
- Change Management
- Cross Team Collaboration
- Communication
- Customer Service Policies
Timeline
Customer Service Representative
Teledyne FLIR Detection
01.2022 - Current
Senior Travel Coordinator
Direct Travel
01.2016 - 01.2020
Senior Travel Counselor
LEIDOS, (Formerly Science Applications International Corporation (SAIC))
01.1997 - 01.2015
Travel Consultant and Group Tour Leader
POLARIS TRAVEL
The Travel School