Lisa C. Berkley
Fairburn,GA
Summary
Dedicated and driven customer service professional with a strong background in managerial skills. Seeking permanent employment in a customer service role. Committed to expanding responsibilities, career development, and achieving professional success. With over 20 years of experience as a Customer Service Agent, focused on providing world-class customer service for consumers traveling domestically and internationally. Excellent leadership skills have allowed to set high customer service benchmarks and uphold organizational reputations for excellence. Experienced with a keen eye for detail and continuously adapt to new technologies to enhance efficiency, resulting in consistently positive outcomes.
Overview
36
36
years of professional experience
Work History
Vacation Service Specialist
Delta Vacations
08.2021 - Current
- Answer calls from agents assess their situation, issue their tickets, add infants to reservations, reprice itineraries for upgrades and document what action was completed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Respond to customer and or travel agents' requests for clients on destination for delayed/cancelled/schedule changed flights, locating transportation for clients in destination. Help solve hotel stays, and car rental dilemma's while clients are in destination.
- Positively engaged with customers and maintained professional appearance as a company virtual representative.
- Knowledge of Amadeus, Sabre, Worldspan, Delta Term and Galileo CRS Systems.
- Quickly learn new skills and applied them to daily tasks, improving efficiency and productivity
- Prove successful working within tight deadlines and fast-paced atmosphere
- Delivers exceptional level of service to each customer by listening to concerns and answering questions
- Maintain energy and enthusiasm in fast-paced environment
- Maintains excellent attendance record, consistently arriving to work on time
- Participate in team-building activities to enhance working relationships.
- Develop and maintain courteous and effective working relationships.
Office Manager
Most Blessed Sacrament Catholic Church
11.2021 - Current
- Responsible for Church’s monthly budget, post Sunday offerings to parishioner’s accounts, and verify collection deposits.
- Oversaw office inventory activities by ordering and requisitions, stocking and shipment receiving.
- Recruited, interviewed and hired volunteers to train cash management procedures to new team.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Prepare & maintain parish monthly liturgical schedules and publish to website.
- Schedule facility usage of Community Center & Church.
- Coordinate all funerals & weddings at the church.
- Supported regulatory compliance by overseeing all audits to verify protocol adherence
Business Manager/Bookkeeper
Our Lady of Lourdes Catholic Church
01.2001 - 07.2021
- Responsible for Church’s monthly budget, post Sunday offerings to parishioner’s accounts, and verify collection deposits.
- Accounts Receivable/Accounts Payable, Payroll, W-2’s, Maintain employee HR paperwork, Monthly and Fiscal Year End Close-Outs.
- Prepare & maintain parish monthly calendar and publish to website.
- Schedule facility usage of Katharine Drexel Community Center & Church.
- Coordinate all funerals & weddings at the church.
- Maintained church $2.5 million Capital Campaign.
- Managed purchasing, sales, marketing and customer account operations efficiently
- Managed, trained and motivated staff to continuously improve knowledge and abilities in ParishSoft Family Suite Program.
- Demonstrated exceptional knowledge of process optimization in relation to profit and loss
- Managed daily operations of non-profit organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals
- Built loyal account base and long-term business relationships with vendor accounts
- Supported regulatory compliance by overseeing all audits to verify protocol adherence
Business Manager/Bookkeeper
Our Lady Of Lourdes Catholic Church
01.2008 - 01.2010
- Maintained 2nd $1.5 million Capital Campaign (2013 – 2015).
- Reviewed and filed financial documents, coded accounting entries for data processing and posted daily receipts and payments in accordance with all corporate protocols.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Created plans to remedy financial discrepancies and reconcile issues with records.
- Verified postings to ledgers to confirm accurate entry and account balances.
- Monitored, verified and approved invoices and reviewed balances using financial software to assess balance sheet for variances.
- Maintained and processed invoices, deposits and money logs.
- Organized and carried out proactive month-end, quarterly and year-end processes.
- Completed payroll for employees and maintained detailed records of procedures.
- Reviewed and processed employee expense reports and vendor invoices for payment.
- Reported financial data and updated financial records in ledgers and journals.
- Calculated deductions and processed payroll for employees.
- Eliminated discrepancies in finances by expertly documenting expenses, monitoring income, handling bank deposits and managing statements.
- Entered financial information and payments to guarantee accurate and on-time payments for employees and vendors.
- Verified accurate recordkeeping processes, reducing financial inconsistencies.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Tracked business revenue and expenditures and reconciled accounts to maintain high accuracy.
National Floater
Travel Force USA
01.2000 - 01.2001
- Float around to Client Companies such as American Express, MCI WorldCom and Sato Travel.
- Arranged client-specific travel for Bass Hotels, Brown and Williamson Tobacco, MCI WorldCom, Ernst & Young LLP and Lockheed Martin.
- Knowledge of Amadeus, Sabre and Worldspan CRS Systems.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Proved successful working within tight deadlines and fast-paced atmosphere
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
- Maintained energy and enthusiasm in fast-paced environment
- Maintained excellent attendance record, consistently arriving to work on time
- Managed team of 25 employees, overseeing hiring, training, and professional growth of employees
- Participated in team-building activities to enhance working relationships.
- Developed and maintained courteous and effective working relationships.
Senior Travel Consultant
Carlson Wagonlit Travel
01.1998 - 01.2000
- Responsible for arranging client-specific travel for Coca-Cola Company executives and associates; routinely train new staff and support group department handling airline contracts as well as specialized zone/block air space and ticket generation.
- Assessed client needs and recommended appropriate products and services to meet preferences and budget
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates, increasing repeat business 25%
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions
- Provided customers with brochures and publications containing travel information such as local customs, points of interest and foreign country regulations
- Communicated with clients to confirm itineraries, including methods of transportation, cultural standards, currency exchange and travel regulations
- Handled sensitive personal data with discretion, including credit cards, date of birth and home addresses
- Conducted research and prepared meticulous travel itineraries complete with pricing, accommodation, airfare, transfer and tour information
- Used Airline System to create and update client electronic records
Office Manager
First Class Travel & Cruise
01.1997 - 01.1998
- Managed operations at travel agency while selling airline tickets, making car rental and hotel reservations, sold cruise and tour packages; generated weekly ARC reports, prepared and made daily bank deposits, and supervised payroll process, handled commission reports for 10 outside agents.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue
- Compared vendor prices and negotiated for optimal savings
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping
- Managed office operations while scheduling appointments for department managers
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
Apartment Leasing Agent
McNeil Real Estate Management
01.1995 - 01.1997
- Responsible for collecting monthly rent for apartment complex, posting payment to accounts, making daily bank deposits and wire transfers, posting bills for payment by the manager; assisted leasing consultants as required; responsible for unit inspections and associated billing upon tenant vacancies; Responded to telephone inquires by prospective tenants; completed lease applications, conducted credit and reference checks and maintained lease files; coordinated with maintenance staff as required.
- Scheduled office meetings and client appointments for staff teams.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Performed research to collect and record industry data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Airline, System Trainer/Instructor
Private Jet Airlines
01.1993 - 01.1997
- QUALIFICATIONS Knowledgeable in Microsoft Windows 10, 7 and excel, Shares/System One/Amadeus; Trained staffs at various client locales nationwide at Private Jet Airlines,, Managed a staff of twenty travel counselors.
- Provided current and accurate fare, schedule, reservations and flight arrival and departure information to customers.
- Resolved customer complaints by listening to grievances, determining causes and deciding best solution.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
Supervisor
Private Jet Airlines
01.1993 - 01.1995
- Coordinated staff training in handling of international.
- Checked flight statuses and plane maintenance for customers.
- Supervised reservations made on online booking sites.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Identified individual employee's unique work styles and adapted management methods
- Worked with management team to implement proper division of responsibilities
Ticket Agent/Gate Agent
Midway Airlines
01.1989 - 01.1991
- Prepared and made regular bank deposits at all positions held; routinely assisted with variety of administrative duties including payroll and staffing scheduling Excellent communication and people skills EMPLOYMENT.
- Processed order transactions and provided customers with detailed itineraries, tickets and receipts.
- Followed-up on will-call orders to verify attendance and contacted previous or cancellation list customers to fill available or newly opened spaces.
- Provided schedule, routing and fare information to assist customers with ticket purchases.
- Directed passengers to correct loading gates or areas for departures and connections.
- Sold Airline tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes.
- Gathered supporting documents to complete end-of-shift reporting and explain discrepancies.
- Updated schedule monitors, information boards and used PA system to convey current information to customers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Processed order transactions and provided customers with detailed itineraries, tickets and receipts
- Sold airline tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes
- Input appropriate information into airline system, including customer reservations, payment sources and contact details
- Followed-up on will-call orders to verify attendance and contacted previous or cancellation list customers to fill available or newly opened spaces
- Sold airline tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events
Education
Nursing
Dillard University
Skills
- Accounts payable specialist
- MS Office/Excel expert
- Bookkeeping
- Account Reconciliation
- Superior attention to detail
- Customer Service
- Compassion
- Clerical
- Contract Negotiations
- Event Coordination
- Account Reconciliation
- Scheduling Coordination
- Travel Coordination
Timeline
Office Manager
Most Blessed Sacrament Catholic Church
11.2021 - Current
Vacation Service Specialist
Delta Vacations
08.2021 - Current
Business Manager/Bookkeeper
Our Lady Of Lourdes Catholic Church
01.2008 - 01.2010
Business Manager/Bookkeeper
Our Lady of Lourdes Catholic Church
01.2001 - 07.2021
National Floater
Travel Force USA
01.2000 - 01.2001
Senior Travel Consultant
Carlson Wagonlit Travel
01.1998 - 01.2000
Office Manager
First Class Travel & Cruise
01.1997 - 01.1998
Apartment Leasing Agent
McNeil Real Estate Management
01.1995 - 01.1997
Airline, System Trainer/Instructor
Private Jet Airlines
01.1993 - 01.1997
Supervisor
Private Jet Airlines
01.1993 - 01.1995
Ticket Agent/Gate Agent
Midway Airlines
01.1989 - 01.1991
Nursing
Dillard University
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