ROSHONDA HENDRICKS

• Reviewed customer surveys and evaluations and made necessary adjustments to improve satisfaction.
• Planned strategies designed to attract customers and boost loyalty.
• Prepared new ideas, proposals and testing strategies to promote company productivity.
• Developed new products, services and promotions based on customer preferences.
• Decided on final CRM structure and architecture to capture crucial sales funnel information.
• Segmented customer database for targeted marketing activities.
• Answered customer queries and handled complaints.
• Oversaw business production processes and reported results to management.
• Coached, developed and motivated team to achieve revenue goals.
• Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
• Enhanced sales volume through skilled support to both new and inactive customers.

• Drive continuous improvement of the project delivery process by providing strong leadership.
• Manage a global frontline team.
• Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables.
• Created project plans with established timelines, assigned them to appropriate teams, and managed workflow
• Reviewed existing company contracts and negotiated contract terms and revisions with vendors.
• Assist with the RPF process
• Drive timely and effective management of client grievances via constant communications and cultivation of mutually beneficial relationships.
• Liaised with all levels of management, stakeholders and teams to ensure adherence to complex business agendas.
• improvement to workflow by implementing automation

• Liaise with American Express executives and stakeholders on travel programs, global banking compliance, policies, and training/implementing change in the agency for operational alignment
• Contributed to the integration of advanced technologies to enhance workflow efficiency and operational effectiveness.
• Increased leisure flight revenue over 65% and repeat customers by sourcing new vendors and tailoring service initiatives around customer experience
• Spearheaded the expansion of outside sales division increasing agency sales over 30% and adding 12 additional countries with destination insider
• Started zoom presentations during Covid-19 pandemic to stay connected with clients, informing them on destinations open for travel, featuring guest vendors and promotion offers
• Using data analysis to continuously find areas of improvement and present results in written reports ,including visuals to stakeholders
• Consulting corporate client CEOs, upper management, legal and accounting to setup and manage their employee travel program, policies and procedures
• Collaborate with cross functional teams on research, strategic planning,and problem solving, expense reports, audits and business forecast
• Networking with travel vendors to create and maintain strong business relationships, additional perks for clients and employees, and negotiate commission
• Enhanced customer service by implementing high touch approach which increased customer survey results over 33% since 2017

• Collaborated with American Express liaisons on training, compliance, and operational staffing needs
• Created a reservation accuracy review system decreasing agent errors over 40% and decreasing payouts and unnecessary spend over 100k annually
• Managed teams of 15-20 on sales floor, training and full cycle recruiting for multiple call centers
• Worked with CEO, COO and upper management to strategize change management implications across multiple business units
• Led the agent travel benefits and incentive program which focused on enhancing employee experience
• Assisted Operations and provided support with ad hoc projects
• Agent coaching, development and performance review

Luxury Travel Consultant September 2005- December 2007

• Assisted American Express card holders with international and domestic travel reservations
• Awards for customer service and sales