PHYLLIS GRAVES
Atlanta,GA
Summary
Luxury Travel Consultant with over 20 years of experience excelling at prioritizing and completing multiple tasks simultaneously and following through to achieve project goals. Punctual self-starter with unprecedented skills in organization, being detailed oriented, accurate, and efficient. Excellent reputation for resolving problems and improving customer satisfaction. Excellent interpersonal and communication skills.
Overview
27
27
years of professional experience
Work History
Luxury Travel Consultant
FROSCH
09.2022 - Current
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Collected, handled and documented payments for travel services and associated feels.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Handled sensitive information with professionalism and discretion.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures.
- 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.
- 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.
- 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.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness.
Senior Travel Consultant
BCD Travel - Stryker
03.2018 - 09.2022
- Book reservations for travel, hotels, rental cars, ground transportation for executives, employees, doctors, and physician assistants
- Assessed client needs and recommended appropriate products and services to meet preferences and budget.
- Conduct research and prepare meticulous travel itineraries complete with pricing, accommodation, airfare, transfer and tour information.
- Communicated with clients to confirm itineraries, methods of transportation, and travel regulations.
Travel Consultant International/VIP
BCD Travel - CNN/Warner Media/HBO
02.2011 - 02.2018
- Arrange domestic/international business travel itineraries for top level executives and talent.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Worked closely with clients to understand unique needs and meet specific travel desires
- Organize and managed international/domestic relocation travel.
- Informed clients of travel policies and utilized preferred vendors to maximize company profit
- Respond to requests for price quotations utilizing automated system for domestic and international itineraries
- Anticipate and provide assistance on potential challenges that may arise for the customer
- Proactively provide feedback to management to avoid future customer issues
- Research then resolve customer service inquiries
- Handled sensitive information with professionalism and discretion.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
Team Lead
BCD Travel - American Cancer Society
10.2008 - 05.2009
- Managed 5 corporate agents
- Quality Control, Ticketing, and Invoicing daily
- Researched then resolved customer service inquiriesic/international business travel itineraries for individuals, groups, executives, and VIP's
- Trained new team members by relaying information on company procedures and safety requirements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Senior Travel Consultant
BCD Travel
09.2001 - 10.2008
- Worked on 3 different accounts over a 7 year period
- Booked complex travel itineraries for executives and employees to include flights, rental cars, hotels, and car services
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
Senior Travel Consultant
Carlson Wagonlit Travel
09.1996 - 04.1999
- Arranged domestic/international business travel then performed quality control on reservations
- Negotiated rates for airline, car rental, hotel, and rail with client preferred suppliers
- Researched then resolved customer service inquiries
- Developed and implemented quality customer service
Education
Bachelor of Science - Communications
Appalachian State University
Travel Management Degree - undefined
American Career Training & Travel School
Skills
- Worldspan and Sabre Reservation Systems
- MS Office Suite (Word, Excel, PowerPoint, Outlook), PeopleSoft
- Strong domestic and international knowledge
- Excellent customer service skills; ability to work effectively across all levels of organization, interfacing with supervisors, managers, executives
Additional Information
- ACHIEVEMENTS / AWARDS , Circle of Excellence winner for the year for Customer Service 10 Eagle Awards for Excellence in Customer Service 4 Eagle Awards for Excellence in Quality and Accuracy
Timeline
Luxury Travel Consultant
FROSCH
09.2022 - Current
Senior Travel Consultant
BCD Travel - Stryker
03.2018 - 09.2022
Travel Consultant International/VIP
BCD Travel - CNN/Warner Media/HBO
02.2011 - 02.2018
Team Lead
BCD Travel - American Cancer Society
10.2008 - 05.2009
Senior Travel Consultant
BCD Travel
09.2001 - 10.2008
Senior Travel Consultant
Carlson Wagonlit Travel
09.1996 - 04.1999
Bachelor of Science - Communications
Appalachian State University
Travel Management Degree - undefined
American Career Training & Travel School
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