Samantha Ward
Kingsley,PA
Summary
Support professional with over 6 years of experience in delivering exceptional customer service in dynamic environments. Skilled in troubleshooting, documentation creation, and cross-team collaboration to resolve complex issues. Strong communication abilities complemented by a passion for technology and continuous learning. Currently pursuing a Computer Science degree, with a focus on transitioning into the tech sector.
Overview
9
9
years of professional experience
Work History
Inbound Sales Consultant
Viking Cruises
08.2023 - 07.2025
- Delivered personalized travel consultations for high-net-worth clients via inbound sales calls (no cold calling).
- Achieved and exceeded monthly conversion metrics (80%+ calls-to-rooms booked; peak performance at 120%).
- Maintained deep product knowledge to provide curated cruise recommendations.
- Built strong client relationships through ethical, empathetic, and results-driven communication.
- Tools: Reservation system, Microsoft Teams, SharePoint, Excel, OneNote.
Air Reservation Specialist
AmaWaterways
04.2019 - 08.2023
- Managed complex air travel logistics for luxury cruise passengers, including block space, free sell, and deviations.
- Handled ticketing, cancellations, schedule changes, and emergency rebookings with precision and calm under pressure.
- Collaborated cross-functionally to ensure seamless guest travel experiences.
- Created internal reference tools and trained colleagues in workflow best practices.
- Tools: Sabre, Microsoft Excel, Teams, OneNote.
Travel Consultant – Mexico & South Pacific
Costco Travel
01.2017 - 01.2019
- Booked and managed vacation packages including air, hotel, and activities.
- Volunteered to learn and support South Pacific bookings using Sabre due to department understaffing.
- Developed training reference guides later adopted by onboarding teams.
- Tools: Sabre, internal reservation system, Excel.
Education
B.S. - Computer Science
Pennsylvania State University
01.2029
Skills
- Technical troubleshooting and ticketing
- Customer-focused problem solving
- Sabre and reservation systems
- Knowledge base documentation
- VR and immersive technology
- Quality assurance and bug reproduction
- Microsoft Suite proficiency
- Intercom and Jira familiarity
- Self-taught in React and JavaScript
- Full-stack system knowledge
- Organizational skills
- Emotional intelligence
- Adaptability in fast-paced environments
Timeline
Inbound Sales Consultant
Viking Cruises
08.2023 - 07.2025
Air Reservation Specialist
AmaWaterways
04.2019 - 08.2023
Travel Consultant – Mexico & South Pacific
Costco Travel
01.2017 - 01.2019
B.S. - Computer Science
Pennsylvania State University