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Martha Wood
Midland,MI
Summary
Dynamic leader with a strong background in training and mentoring teams within the travel industry. Focused on improving booking accuracy and operational efficiency, driving seamless service experiences for Centurion, Platinum & Corporate customers.
Overview
29
29
years of professional experience
Work History
Lead Counselor
American Express, TRS
Midland, Mi
11.1997 - Current
- Direct daily operations for the front line agents servicing American Express accounts. Ensuring strict compliance with complex fare rules and Corporate guidelines and service delivery processes.
- Specialize in securing compliant air, hotel, car, rail reservations while minimizing policy violations and booking errors. improving onboarding efficiency.
- Analyzed performance data to identify areas for process improvement and operational effectiveness.
- Act as sabre system expert, training and mentoring new hires as well as existing agents to increase booking accuracy and productivity.
Floating Agent
American Express, TRS
11.1997 - Current
- Managed customer inquiries, providing timely and accurate information regarding services and products.
- Booked all aspects of corporate Travel (air, Car, hotel, limo, rail)
- Worked startup for online division in Jacksonville Florida call center
- Specialized in Private Luxury Escapes Department, designing bespoke Travel experiences including privater villas, yachts and private jets
- Served in the Cruise & Tour department coordinating Cruise vacations and guided tours packages with full service planning and logistical oversight.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Education
High School Diploma -
FCCJ
Jacksonville, FLTravel Diploma -
Academy Certified Travel School
Jacksonville, FLSkills
Proficient in Sabre
Encore
Saturn
Accomplishments
Achieved top performer status for six years, ranking in the top 3% company wide in travel performance metrics
Timeline
Lead Counselor
American Express, TRS
11.1997 - Current
Floating Agent
American Express, TRS
11.1997 - Current
High School Diploma -
FCCJ
Travel Diploma -
Academy Certified Travel School