Michelle Medina
Delray Beach,FL
Summary
Highly-motivated American Express employee with a desire to take on new challenges and new growth opportunities. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills in various situations. I am interested in the Project Analyst I (Talent Rotation Program) to assist with critical business needs while enhancing my Career Path.
Overview
24
24
years of professional experience
Work History
Learning and Performance Specialist
American Express
Sunrise - Hybrid, FL
06.2022 - Current
- Provided coaching, training, feedback, and support to over 300 front-line agents in either career development or using new business tools, such as New Hires and Sabre Red 360, to ensure successful outcomes for both learners and the company.
- Coordinated with development, production, and operations to implement new products and curricula for Platinum Villas, Centurion Travel Specialist, and Platinum Tour and Boutique agents.
- Developed my learning and training skills by taking a Harvard Learning Class on Recognizing Unconditional Biases and presented the findings to my team for their development.
- From my survey results from the learners, 100% strongly agreed or agreed the learning specialist presented the material in a way that would allow the learners to grow and use the information in their current roles.
- Guided, supported, and mentored other Trainers to have knowledge , skills, and confidence to present the information to their classes.
Centurion Travel Specialist
American Express
Work At Home
01.2019 - 06.2022
- Pivoted in Career to adapt to urgent Business Needs during Covid.
- Excelled in required metrics of OSAT and RTF scores, Revenue, Compliance and goals, including in yearly booking over two million dollars for cruises, tours, villas, yachts, and private jets.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets and customers needs.
- Provided detailed information regarding destinations, transportation options, costs and visa requirements.
- Chosen to work on Special projects including a pilot program for Essentialist
- Created and implemented new policies for more streamline workflow.
Centurion and Platinum Travel Counselor
American Express
Sunrise, FL
09.2016 - 01.2019
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Deescalated card members situations by creatively and efficiently using conflict resolutions
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Ensured compliance with company policies and procedures when dealing with customers.
- Maintained up-to-date knowledge of airline rules and regulations governing international travel.
- Chosen to represent American Express on a Familiarization Program (FAM) where I partnered with various vendors to provide in-depth information to our customers.
Adjunct Professor
Brown Mackie College
Phoenix, AZ
10.2014 - 06.2016
- Taught adults from Various Cultures, social-economic status and learning disabilities in both Mathematics and Legal Studies.
- Tailored programs and lessons to reach all students modalities to ensure learner success and growth.
- Developed and implemented course syllabi, curricula, lesson plans, and assessments.
- Incorporated latest technologies and multimedia into the classroom environment.
Teacher
Broward County Public Schools
Broward County, FL
08.2000 - 06.2014
- Managed over 30 learners at one time by establishing and enforcing rules for behavior and procedures of various ages and academic levels
- Piloted and collaborated with teachers across other departments to create innovative, cross-curricula lessons for our learners.
- Had over a 97% pass rate on State testing.
- Engaged students through lecture and discussion, increasing classroom interaction to build inclusive learning environment and understanding.
- Participated in workshops, trainings and conferences to improve educational skills.
- Met with parents and guardians to discuss students' progress and areas requiring improvement.
- Awarded in Who's Who Among High School Teachers
Education
J.D. - Law - Night Program
Nova Southeaster University
Davie, FL06-2010
Master of Science - Mathematics Education
Nova Southeastern University
Davie, FL12-2002
Skills
- Organized with a strong attention to detail
- Self-Starter with ambition, passion drive, and initiative
- Intellectual curiosity with a desire to grow, learn, and develop
- Ability to create relationships with vendors, stakeholders, and colleagues
- Exceptional written and oral skills
- Able to Multi-task and work or varies projects with successful results
Timeline
Learning and Performance Specialist
American Express
06.2022 - Current
Centurion Travel Specialist
American Express
01.2019 - 06.2022
Centurion and Platinum Travel Counselor
American Express
09.2016 - 01.2019
Adjunct Professor
Brown Mackie College
10.2014 - 06.2016
Teacher
Broward County Public Schools
08.2000 - 06.2014
J.D. - Law - Night Program
Nova Southeaster University
Master of Science - Mathematics Education
Nova Southeastern University
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