Mandy Becker
Houston
Summary
Dynamic customer service professional with extensive experience at United Airlines, excelling in ticketing systems and relationship building. Proven track record in enhancing client satisfaction and training development, while effectively resolving complex issues. Adept at optimizing workflows and ensuring policy compliance, consistently achieving performance goals in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Customer Service/Global Services Agent
United Airlines
Houston
08.2019 - 06.2025
- Managed incoming customer calls and provided assistance to Global Service Elite passengers.
- Facilitated overflow support for VIP clients, including politicians and celebrities.
- Guided customers in searching, pricing, and purchasing airline tickets through various sales systems.
- Adjusted ticket details for customers, explaining fare differences and applicable fees.
- Corrected booking errors for customers, ensuring accuracy in reservations.
- Demonstrated expertise in company and airline policies to assist passengers with upgrades.
- Researched and resolved discrepancies in customers’ loyalty accounts as necessary.
- Conducted workshops for personal development, providing constructive feedback to peers.
- Monitored call quality to ensure compliance with company standards.
- Evaluated agent performance using established scoring systems.
- Provided feedback to agents for improved customer interactions.
- Assisted in developing training materials for new hires.
- Collaborated with management to identify training needs.
- Facilitated workshops to enhance personal development and skill building.
- Developed educational materials such as handouts, presentations, and web content related to peer coaching services.
Certified Travel Agent
AffordableTours.com
Stafford
04.2015 - 10.2018
- Answer incoming sales calls
- Provide pricing, and availability for cruises
- Identify the customers best match based on their needs and preferences
- Demonstrate knowledge of company and cruise line policies.
- Meet sales and performance goals as they were presented to me
- Process customer payments
- Maintain relationship with clients by providing continued support as needed for their vacation
- Quote and book air fare, hotels, and transfers through Amadeus, travel bound, and Toureast
- Provide service to other agents’ clients as needed
- Utilize my knowledge of geography and history to provide information about destinations
- Assist with training of new employees in cases of hiring manager's absence
- Mentor new employees after training is completed
Passport processing Agent
B2B Passports
Houston
07.2014 - 10.2015
- Receive passport applications
- Ensure all passport paperwork is complete and ready for submittal to the State Department
- Prepare Passport documents for submittal to the State Department
- Use proprietary software to account for all stages of passport application to aid in tracking
- Enter details of missing documents that would prevent the processing of passport applications in to the tracking system
- Communicate with clients regarding missing documents, processing speeds, and the release of passports
- Investigate missing or delayed passports through the State Department, The US Postal Service, and Fedex
- Perform audits of applications missing documents
- Perform light accounting duties
- Ensure necessary paperwork and office supplies are stocked
- Aid in marketing
- Assisted management in administering CTA testing
- Contributed to multiple internal small focus groups aimed at designing and implementing new training and technology initiatives
Visitors Services Team Member
Houston Museum of Natural Science
Houston
05.2013 - 05.2015
- Provide customer service
- Answer Questions about museum
- Ensure museum rules are adhered to
- Aid in the training of new team members
Education
GED -
Lamar Consolidated High School
Rosenberg, TX09-2003
Some College (No Degree) - History
Arizona State University
Phoenix, AZSome College (No Degree) - History
Houston Community College
Houston, TXSkills
- Microsoft Office Suite
- Multi-line communication
- API integration
- Document scanning
- Customer relationship management
- Problem solving
- Ticketing systems
- Policy compliance
- Training development
- Call monitoring
- Workflow optimization
- Data entry accuracy
- Performance evaluation
- Product knowledge
- Relationship building
- Goal-oriented mindset
- MRI operation
- Amadeus system proficiency
- Cisco networking
- Multi-line phone systems
- Travel arrangements
- Recordkeeping proficiency
- Call management
- Meeting coordination
- Critical thinking
- Public speaking
- Customer needs determination
Timeline
Customer Service/Global Services Agent
United Airlines
08.2019 - 06.2025
Certified Travel Agent
AffordableTours.com
04.2015 - 10.2018
Passport processing Agent
B2B Passports
07.2014 - 10.2015
Visitors Services Team Member
Houston Museum of Natural Science
05.2013 - 05.2015
GED -
Lamar Consolidated High School
Some College (No Degree) - History
Arizona State University
Some College (No Degree) - History
Houston Community College
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