Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Rebecca Nelson

Martinsburg

Summary

Experienced travel industry professional with 20+ years of expertise in customer service, ticketing, reservations, and back-office operations. Proven track record of delivering high-quality service in fast-paced environments, both customer-facing and behind the scenes. Adept at managing schedule changes, nonrefundable ticket tracking, and ensuring data accuracy. Strong communicator with deep knowledge of ARC systems and Max Back Office. Seeking a full-time remote position to leverage travel industry experience in a support or agent role.

Overview

41
41
years of professional experience
1
1
Certification

Work History

CTSS Support Services/Support Consultant IIItant

BCD Travel
07.2006 - Current
  • Ensure data accuracy across all reservations and ticketing entries
  • Perform audits and resolve discrepancies in booking information
  • Work closely with support teams to uphold client travel policy compliance
  • GDS (sabre,apollo, amadeus)
  • Policy Devlopment & Compliance
  • ARC
  • Schedule Changes
  • AGM
  • Max Back Office

Nonrefundable Ticket Tracker

BCD Travel
01.2006 - 01.2020
  • Managed database of nonrefundable airline tickets across multiple accounts
  • Tracked, updated, and applied unused ticket values to future bookings
  • Communicated regularly with clients and agents regarding available credits

Customer Service Representative

US Airways
01.1984 - 07.2005
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Reservations Specialist

US Airways
01.2000 - 01.2005
  • Handled domestic and international booking inquiries and modifications
  • Assisted customers with complex itinerary planning and fare rules
  • Provided ticketing support including refunds, exchanges, and special requests

Customer Service Gate Agent

US Airways
01.1988 - 01.2000
  • Managed boarding and departure processes for daily flights
  • Delivered prompt and professional assistance to passengers at the gate
  • Coordinated with ramp and operations teams to ensure smooth workflow

Ticket Counter Agent

US Airways
01.1984 - 01.1988
  • Issued tickets, checked in passengers, and handled baggage processes
  • Resolved customer concerns and ensured efficient front-line service

Education

High School Diploma -

Western Beaver
Industry, PA
06-1983

Skills

  • Airline booking systems
  • Advanced ARC processing
  • Nonrefundable Ticket Management
  • Max Back Office
  • Data Quality Control
  • Schedule Change Management
  • Strong customer service
  • Online customer service support
  • Problem-Solving & Communication

Certification

Tsa Security awareness.

customer service excellence certicate

Timeline

CTSS Support Services/Support Consultant IIItant

BCD Travel
07.2006 - Current

Nonrefundable Ticket Tracker

BCD Travel
01.2006 - 01.2020

Reservations Specialist

US Airways
01.2000 - 01.2005

Customer Service Gate Agent

US Airways
01.1988 - 01.2000

Customer Service Representative

US Airways
01.1984 - 07.2005

Ticket Counter Agent

US Airways
01.1984 - 01.1988

High School Diploma -

Western Beaver

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