Shebra Schultz

• Managed high volumes of inbound and outbound calls and emails across multi-line systems to build and maintain a strong pipeline of prospective customers.
• Supported the Field Sales Team through timely email communication and efficient booking management, contributing to the achievement of daily sales lead quotas and revenue targets.
• Communicated policies and procedures clearly to customers while resolving conflicts promptly through effective corrective action plans.

• Assisted customers with booking and modifying cargo and pet reservations via phone and email, ensuring a smooth and efficient reservation process.

· Served as a 24/7 on-call support Manifest Team member

· Supported families during the CO 3407 and CO 1404 incidents through confidential communication

· Coordinated family travel, hotel, and car arrangements

• Collaborated with Preferred Accounts on specialized contract terms and high-revenue group travel, guiding travel options, fare rules, and contract interpretation to enhance customer satisfaction.
• Facilitated fare-rule waivers for agencies using Sales Insight and other internal resources, and improved support for clients' unique travel needs.
• Executed outbound sales calls to inform customers of schedule changes, contract deadlines, and pricing responses, ensuring timely communication and client awareness.

• Analyzed fares and reviewed group bookings to confirm ticketing before departure, coordinated contracted rates with Revenue Management, and supported international group requests from offshore teams to streamline operations.
• Developed and delivered training materials for the Assembly Travel Department, tested EZR releases, and collaborated with systems analysts and corporate technicians to enhance the group travel product.
• Calculated and documented domestic and international taxes, stored fares in U.S. and foreign currencies, and performed currency conversions to ensure compliance and accuracy.

• Created and modified domestic and international group reservations, including OnePass and MeetingWorks bookings, resolving passenger concerns to enhance customer satisfaction.
• Processed group communications and corrected schedule changes, promptly notifying group leaders and agencies to ensure seamless group travel coordination.
• Completed day-to-day duties accurately and efficiently.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.

• Provided high-volume customer service for domestic reservations, facilitating bookings and addressing OnePass inquiries for callers.