Summary
Overview
Work History
Education
Skills
Awards and Recognition
Timeline
Generic

Sharon Davis

Charlotte,NC

Summary

Experienced in building and maintaining strong client relationships, optimizing end-to-end customer experiences, and driving customer satisfaction and loyalty. A professional and dynamic individual with a proven ability to implement customer-centric strategies, collaborate cross-functionally, and leverage data-driven insights to enhance processes and outcomes. Expertise lies in addressing customer pain points, managing escalations, and contributing to business growth through exceptional service delivery. Recognized for exceptional customer service, leadership in safety, and operational efficiency throughout career.

Overview

12
12
years of professional experience

Work History

International Flight Attendant

American Airlines
08.2013 - Current
  • Provide exceptional service and ensured customer safety on international flights, enhancing passenger satisfaction
  • Acted as a liaison between passengers and airline services, addressing concerns and managing escalations effectively
  • Collaborated with internal teams to refine service protocols, contributing to measurable improvements in customer experience
  • Address inquiries and solve issues professionally, while maintaining a positive and helpful demeanor
  • Received ongoing recognition for safety initiatives and operational efficiency, contributing to the success of long-term projects and enhancing team performance
  • American Airlines Non-Stop Recipient (2013-Present)
  • American Airlines Chairman Award Recipient (2019, 2023)

Corporate Travel Manager

HEALTHCARE IT LEADERS
05.2024 - 12.2024
  • Company Overview: Remote
  • Research and compare prices, availability, and quality of travel options such as flights, hotels, and car rentals to secure the best rates and accommodations
  • Negotiate hotel Contracts per project (rooms, rates, dates)
  • Coordinate and negotiate any hotel Meeting/Break Out Rooms (dates, size, layout, A/V, catering)
  • Ensure hotel billing/invoicing/reporting is customized to HIT’s requirements and included in the contract language
  • Circulate contracts for review and signatures
  • Secure/track any deposits/payments to hotel by contract dates
  • Create/update/manage/maintain accurate and timely Hotel Rooming Lists
  • Field/manage any room complaints/changes/issues from consultants or hotel management
  • Collect/organize/deliver Weekly Hotel Folios and Spreadsheets per HIT Accounting back-office requirements (or ensure hotel is completing as contracted)
  • Engage and Inform Travel Leaders (TL) of flight dates/airports/restrictions/pricing parameters etc
  • Per project
  • Field and manage calls from Consultants or Travel Leaders Agents when consultants want to deviate from Flight Parameters (pricing, routes, dates, etc.) This is often after-hours
  • Led travel procurement and negotiations, optimizing hotel contracts and accommodations for corporate and union needs
  • Established a supplier evaluation framework to assess vendor performance and identify cost-saving opportunities
  • Collaborated with legal and finance teams to handle contract modifications, extensions, and terminations
  • Collaborate with clients, vendors, travelers and company providing excellent customer service skill and maintain relations to keep a 95% retention rate
  • Remote

Hotel Contract Specialist

APFA UNION
01.2019 - 01.2024
  • Negotiate hotel contracts, improving layover accommodations and reducing costs
  • Conduct site reviews, providing detailed reports to refine hotel selections
  • Address flight attendants' concerns, fostering a supportive work environment
  • Collaborate with teams to achieve measurable improvements in service quality
  • Negotiate hotel contracts, improving layover accommodations and reducing costs
  • Conduct site reviews, providing detailed reports to refine hotel selections
  • Address flight attendants' concerns, fostering a supportive work environment
  • Collaborate with teams to achieve measurable improvements in service quality
  • Collaborate with legal and finance teams to handle contract modifications, extensions, and terminations
  • Establish a supplier evaluation framework to regularly assess the performance and capabilities of existing suppliers
  • Identify opportunities for supplier development; work closely with suppliers to improve offerings and service levels
  • Conduct supplier audits and evaluations to ensure compliance with quality standards, sustainability practices, and regulatory requirements
  • Led travel procurement and negotiations, optimizing hotel contracts and accommodations for corporate and union needs
  • Conducted supplier audits and evaluations, ensuring compliance with quality standards and contractual agreements
  • Established a supplier evaluation framework to assess vendor performance and identify cost-saving opportunities
  • Negotiated service level agreements (SLAs) and performance benchmarks to ensure consistent service delivery
  • Collaborated with legal and finance teams to handle contract modifications, extensions, and terminations

Palladium Concierge/Travel Consultant

LES CONCIERGERS/ JP MORGAN/RITZ CARLTON
01.2015 - 12.2016
  • Design personalized itineraries ensuring client satisfaction and seamless travel experiences
  • Coordinate bookings for travel and luxury services, enhancing client convenience and enjoyment
  • Developed a customer feedback loop, allowing for real-time service adjustments and a 15% increase in customer loyalty
  • Manage luxury brand shopping requests, ensuring timely and accurate fulfillment
  • Address client inquiries and complaints, providing solutions and maintaining high service standards
  • Process payments and documentation in compliance with industry regulations and company protocols
  • Curate bespoke luxury experiences, managing high-end travel arrangements and personal shopping for elite clientele, ensuring exceptional service standards
  • Meticulously craft tailored itineraries, coordinating premium flights, hotels, and exclusive services while adhering to strict quality assurance protocols
  • Resolve client inquiries and concerns promptly, driving satisfaction through proactive follow-ups and efficient transaction processing

Education

Bachelor of Science - Hospitality And Tourism Management

Strayer University
Morrow, GA

Skills

  • Client Engagement Strategies
  • Interdepartmental Collaboration
  • Data-Driven Decision Making
  • Process Improvement
  • Strategic Planning
  • Leadership Skills
  • Problem Solving Expertise
  • Process Improvement
  • Vendor and Contract Negotiation
  • Project Coordination

Awards and Recognition

Nonstop Thanks Recipient (2014-2024) – Recognized annually for a decade of exceptional service and contributions to operational success.
Safety Champion Recipient (2015) – Honored for leadership in promoting and ensuring workplace safety standards.
American Airlines Chairman Awards Recipient (2019) – Awarded for excellence in project management and operational success within American Airlines.
AAvantage Barclay Silver Elite Status – Achieved elite status through consistent high-level contributions and collaboration with American Airlines.

Timeline

Corporate Travel Manager

HEALTHCARE IT LEADERS
05.2024 - 12.2024

Hotel Contract Specialist

APFA UNION
01.2019 - 01.2024

Palladium Concierge/Travel Consultant

LES CONCIERGERS/ JP MORGAN/RITZ CARLTON
01.2015 - 12.2016

International Flight Attendant

American Airlines
08.2013 - Current

Bachelor of Science - Hospitality And Tourism Management

Strayer University
Sharon Davis