Mary Jane (MJ) Hernandez
Pembroke Pines,United States
Summary
Original Travel Agent with over 33 years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Punctual self-starter with unprecedented skills in Corporate Travel Consultant with laser-like focus on marketing and providing customer satisfaction. Exceptional scheduler with expertise in time management. Career success in travel and hospitality for private, global and corporate customers. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
31
31
years of professional experience
Work History
Senior Corporate Travel Consultant
American Express, Global Business Travel
Pembroke Pines, FL
02.1998 - Current
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Collaborated with colleagues to implement best practices across department and exceed team goals.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Responded to clients' questions, issues and complaints and found appropriate solutions when needed.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Implemented automated office systems, optimizing client and data communications as well as records management.
- Developed process improvements and long-term business strategies through analysis of customer feedback
- Helped senior managers make effective decisions based on current and accurate reporting
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness
- Monitored market trends and activities to maintain competitive rates and strategies, increasing net revenue
- Collaborated with colleagues to implement best practices across department and exceed team goals
- Responded to clients' questions, issues and complaints and found appropriate solutions when needed
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives
- Arranged travel accommodations for groups, couples, executives and special needs clients
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
- Took proactive approach to identifying and resolving issues that could have negative impact on business operations and revenue generation
Government Travel Counsultant
Carlton Wagonlit Travel
Coral Gables, FL
04.1992 - 02.1998
- Booked domestic and international car, hotel and rail services.
- Made alternate booking arrangements if changes arose before or during trip.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Capitalized on emerging industry and market trends to enhance business and customer relations strategies.
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness.
- Collaborated with colleagues to implement best practices across department and exceed team goals.
- Resolved financial inconsistencies through collection of outstanding fees, management of refunds and delivery of travel documentation.
- Strengthened quality controls to enhance revenue and control downtime.
- Discussed security issues and protocols with individuals traveling to highly insecure countries or areas.
- Improved workplace productivity 100% by effectively coordinating appointment schedules and itineraries and managing accounts and budgets.
- Responded to clients' questions, issues and complaints and found appropriate solutions when needed
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
- Made alternate booking arrangements if changes arose before or during trip
- Booked domestic and international car, hotel and rail services
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness
- Took proactive approach to identifying and resolving issues that could have negative impact on business operations and revenue generation
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings
- Maintained consistent record of completing projects in accordance with schedule and budget requirements
- Discussed security issues and protocols with individuals traveling to highly insecure countries or areas
Education
Diploma For Tourism - Tourism And Travel Services Marketing Operations
ACT Travel School
Pompano Beach, FL08.1988
High School Diploma -
Churchland High School
Portsmouth, VA06.1987
Skills
- Needs Assessment
- Travel Planning
- Foreign Country Regulations
- Transportation Coordination
- Reservations Booking
- CRM Software
- Critical Thinking
- Tour Package Sales
- Active Listening
- Payment Processing
- Travel and Accommodations Explanation
- Travel Date Coordination
- Travel Package Documentation
- Travel Cost Computation
- Customer Service
- Travel Itineraries
- Tour and Travel Quotes
- Transportation Booking
- Travel Agent CMS
- Detail-Oriented
- Relationship Building
- Microsoft Office
- Cancellation Policies
- Customer Inquiry and Response
- Employee Training
- Corporate Travel
- Government Travel
- Hotel Accommodations
- Travel Bookings Processes
- Loyalty Programs
- Problem Solving
- Conflict Resolution
- Travel Destination Advice
- International and Domestic Travel
- Airline Policies
Accomplishments
Working for the American Express for 24 years but, been in the Travel Tourism industry for 33 years. I received multiple awards from Trendsetters, Pacesetters and Star Performer.
Languages
English
Native or Bilingual
Timeline
Senior Corporate Travel Consultant
American Express, Global Business Travel
02.1998 - Current
Government Travel Counsultant
Carlton Wagonlit Travel
04.1992 - 02.1998
Diploma For Tourism - Tourism And Travel Services Marketing Operations
ACT Travel School
High School Diploma -
Churchland High School
Gardening, listening to podcast
I loved gardening from planting new flowers during spring season. Being able to grown my own herbs, vegetables and fruits, to me is very therapeutic. and listening to podcast about life in generals and self love.
Gardening, listening to podcast
I loved gardening from planting new flowers during spring season. Being able to grown my own herbs, vegetables and fruits, to me is very therapeutic. and listening to podcast about life in generals and self love.
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