Roberta Littlejohn
Travel Consultant
CHICAGO,IL .
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
Work History
TRAVEL MEMBERSHIP MANAGER
American Express Travel
01.2021 - Current
- As a frontline, customer-facing consultant the Membership Manager plays vital role for our most exclusive premium card members
- This is a virtual contact center role servicing phone and email request related to travel, card servicing and concierge services
- As an successful MM with a natural passion for driving customer engagement deepening relationships, and curating unforgettable experiences
- DUTIES
- Service Card Members' travel, card servicing, and concierge requests from beginning to end, displaying strong ownership and accountability while ensuring seamless delivery
- Strategically recommend personalized products and services tailored to the Members’ needs
- Build relationships with the Card Members while delivering outstanding customer service through every interaction
- Navigate multiple tools and effectively communicate through all customer channels
- Achieve accuracy with detailed and meticulous documentation
- Stay current with professional level knowledge of the Centurion products, benefits, and current offerings
- Maintain awareness of industry trends and their impacts to the Travel and Lifestyle space
- Consistently collaborate with other Membership Managers and align with Membership Executives to gain deep understanding of assigned portfolios' profile, preferences, history, and expectations functions, to negotiates critical program components based on knowledge of client requirements from initial request through contract completion and turnover
- Communicates on a timely basis, information relative to travel program operations
- Follows standard operating procedures for all event management
- The scope of this position is dependent upon assigned account/programs and may vary from client to client
- Performs other duties as required.
TRAVEL PLANNER
Loews Hotels
01.2019 - 01.2021
- Proficient in booking new and returning guest reservations, assists with guest relations, provides customer service, schedules services, and other administrative duties to ensure that guests are rewarded with an exceptional experience
- Make reservations for vacation rentals via phone, email and online chats
- I was also required too confirm online bookings with guests and be familiar with all resort and Orlando properties
- Know how to process a cancellation, alter a reservation and be familiar with company policies.
CRUISE RESERVATION SALES
Holland America Cruises
01.2016 - 01.2019
- Provide resources for our guests and assist in planning the vacation of their dreams while selling a range of travel products and services
- Also, respond to a variety of calls from direct consumers and Travel Advisors
- Responsible for utilizing superior customer service skills to build rapport, recommend and book cruises, Land and Sea Journeys, and travel options
- Along with providing quality customer service on all calls, I assist direct consumers and Travel Advisors with problems that might occur on a reservation, provide post-sales support and work across departments to provide seamless resolution.
CUSTOMER SALES/RESERVATION AGENT
telenet Global, American Express Travel
01.2014 - 01.2016
- Responsible for new bookings (Rental Car, Hotel, Air and Packages)
- All car and hotel cancelations, modifications including calling hotels or rental car companies for additional assistance
- Also, Air flight courtesy cancellations for all passengers
- Simple service request (resending emails, adding meal, wheelchair, frequent flyer and request seating)
- All member functions such as manual points’ redemption, transfer points to airline /hotel partners and assisting customer with online reservations
- Sabre and Apollo skills.
CUSTOMER SERVICE/TECHNICAL SUPPORT
Sitel Corporation, Starbucks
01.2010 - 01.2013
- Responsible for providing outstanding customer service and technical support to customers on the phone or via messages through web chat and email
- Duties also included helping customer download and usage issues with Starbuck app on Android or Apple phones
- Accountable for primarily answering customer’s emails focused on service, sales, promotions and merchandise.
READER, FIELD RESEARCHER
Knowland Group
01.2007 - 01.2009
- Field researchers take digital photo of hotel and convention centers meetings reader boards three days a week
- The qualified photos are strictly analyzed to ensure proper capture of data and uploaded then to the Knowland database
- Photos are then emailed to clients in their eight am Comp Set Report.
CUSTOMER SERVICE REPRESENTATIVE
01.2006 - 01.2009
- Handled incoming calls from customers looking to make hotel and car rental reservations
- Other duties are, responding to inquiries, resolving problems and correcting reservations errors
- Provided quotes and executed online policy changes for group rates or overseas hotels
- Used consultative selling techniques to provide leads for telesales personnel
Education
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01.2003 - 01.2006
Hospitality Management
01.1989 - 01.1993
Skills
Travel experience
Traveling abilities
International travel familiarity
Managerial skills
Timeline
TRAVEL MEMBERSHIP MANAGER - American Express Travel
01.2021 - Current
TRAVEL PLANNER - Loews Hotels
01.2019 - 01.2021
CRUISE RESERVATION SALES - Holland America Cruises
01.2016 - 01.2019
CUSTOMER SALES/RESERVATION AGENT - telenet Global, American Express Travel
01.2014 - 01.2016
CUSTOMER SERVICE/TECHNICAL SUPPORT - Sitel Corporation, Starbucks
01.2010 - 01.2013
READER, FIELD RESEARCHER - Knowland Group
01.2007 - 01.2009
CUSTOMER SERVICE REPRESENTATIVE -
01.2006 - 01.2009
MIDDLE TENNESSEE STATE UNIVERSITY - ,
01.2003 - 01.2006
KENDALL COLLEGE - , Hospitality Management
01.1989 - 01.1993