SHIRLEY ARNDT

• Calculated premiums and established payment methods for sales.
• Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
• Worked with customers to understand needs and provide excellent service.
• Build good working relationships with customers.
• Work independently in the absence of supervision.
• Assist eligible people in finding and enrolling the the right Medicare Advantage plan to fit their needs and budget utilizing a proprietary point of sale tool.
• Utilized multiple insurance carrier's websites to verify coverage and other information.
• Utilized Centers for Medicare and Medicaid Services website to verify eligibility.

Provided exceptional customer service to clients while searching for the lowest cost for airfare, car and hotel reservations.

Provided solutions and acceptable options while adhering to client’s and GBT’s policies.

Utilized all tools to provide my clients with the best possible solution to their travel needs.

• Worked closely with clients to understand unique needs and meet specific travel desires.
• Informed clients of travel policies and utilized preferred vendors to maximize company profits.
• Organized trips for individual, family and business travelers.
• Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
• Collected, handled and documented payments for travel services and associated feels.
• Completed accurate reservations for business travelers at point of sale.
• Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
• Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
• Maintained and updated corporate traveler profiles with current information.
• Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures.
• Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
• Arranged travel accommodations for groups, couples, executives and special needs clients.
• Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.

• Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
• Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.·
• Provided outstanding customer service to clients for international and domestic travel including air, car, limo and hotel reservations. Investment banking roadshow backup.
• Trained 9 Travel Counselors the account specific manual. To ensure smooth transitions to team, every record was quality checked. Verified each record had all the necessary elements while adhering to account policy. Provided coaching and feedback daily to each counselor.
• Resolved customer service issues during a special project for the Quality Service Center saving over $7000.00.
• Created and produced a Basic International training manual for counselors learning international for the first time. Facilitated the training of 17 travel counselors using this manual.

Provided in-depth research, root causes analysis, data tracking and trending of debit memos. Identified top errors in number, exposure and dollars paid.

Provided Network Leadership with tracking reports and process improvement planning with training solutions to reduce dollars paid.

Co-facilitated training of 25 temporary travel counselors. Provided coaching and feedback to counselors in a learning lab environment to ensure a high level of performance and understanding of account policy.

Provided direct coaching and feedback to team of 15 travel counselors. Assessed skill and readiness levels to provide team with additional projects.

Utilized live call monitoring with immediate feedback. Provided feedback on recorded calls in a timely fashion every month.

Completed monthly one on one coaching/review and mid-year reviews, providing timely communications on their performance. Motivated each counselor to complete and implement a development plan.

Interviewed candidates for Team Leader Assistant program. Once accepted into program, developed Team Leader assistants through call monitors and direct coaching and feedback while evaluating skill levels.

Tracked and trended internal customer service issues to identify coaching and development opportunities for a team of 12 travel counselors enrolled in the Team Leader Assistant program.

Responsible for ensuring all pre and post customer service issues were resolved within stakeholder goal. Reduced closure time from 56 days to 21 days achieving our stakeholder goal.