Roberta Littlejohn

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

Summary

Overview

Work History

TRAVEL MEMBERSHIP MANAGER

TRAVEL PLANNER

CRUISE RESERVATION SALES

CUSTOMER SALES/RESERVATION AGENT

CUSTOMER SERVICE/TECHNICAL SUPPORT

READER, FIELD RESEARCHER

CUSTOMER SERVICE REPRESENTATIVE

Education

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Hospitality Management

Skills

Timeline

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