Summary
Overview
Work History
Education
Skills
Timeline
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Lisa Newton

Hartland,MI

Summary

Qualified Travel Counselor with 29 years experience in fast-paced customer service and call center environments. Personable and professional under pressure.

Overview

16
16
years of professional experience

Work History

Travel Consultant II

BCD Travel
08.2024 - Current
  • Built strong relationships with clients through exceptional communication and personalized service.
  • Organized trips for individual, family and business travelers.
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
  • Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
  • Collected, handled and documented payments for travel services and associated feels.
  • Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.

Travel Consultant II

American Express Global Business Travel
09.2022 - 05.2024
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
  • Collected, handled and documented payments for travel services and associated feels.
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
  • Completed accurate reservations for business travelers at point of sale.
  • Handled sensitive information with professionalism and discretion.
  • Informed clients of travel policies and utilized preferred vendors to maximize company profits
  • Responded to clients' questions, issues and complaints and implemented appropriate solutions.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • 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.

Senior Travel Counselor II

BCD Travel
05.2016 - 03.2020
  • Works independently without supervision.
  • Utilizes the Apollo GDS to book airline, car and hotel reservations.
  • Effectively manages GDS queues daily.
  • Works on domestic and international reservations.
  • Utilized airline terminology, codes fare basis, airline rules and tariffs.
  • Processes changes to airline reservations and tickets using BCD tools.
  • Addresses and resolves customer product complaints empathetically and professionally.
  • Ensures that special requests and reward information is applied to reservations.
  • Applies corporate discounts for airline tickets, car rentals and hotels.

Travel Counselor Online

American Express Business Travel
08.2009 - 02.2016
  • Modified business travelers airline, car and hotel reservations including exchanging tickets in emergency and non emergency situations.
  • Simultaniously worked between two GDS systems including Apollo and Sabre systems
  • Defused volatile customer situations calmly and courteously.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Accurately documented, researched and resolved customer service issues.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Met or exceeded service and quality standards every review period.
  • Developed all process controls and metrics for daily management of the Call Center.

Education

Travel certification - Tools of travel industry/ Sabre system

American Travel Schools
Huntington Woods, MI
1990

Skills

  • Skilled in call center operations and personal interactions
  • Multi GDS systems including Sabre, Apollo and Worldspan systems
  • Problem solving travel needs
  • Adheres to customer service procedures
  • Exceptional workflow management
  • Service-oriented
  • Quality assurance
  • Efficient
  • Team building
  • Microsoft Office

Timeline

Travel Consultant II

BCD Travel
08.2024 - Current

Travel Consultant II

American Express Global Business Travel
09.2022 - 05.2024

Senior Travel Counselor II

BCD Travel
05.2016 - 03.2020

Travel Counselor Online

American Express Business Travel
08.2009 - 02.2016

Travel certification - Tools of travel industry/ Sabre system

American Travel Schools

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Lisa Newton