Tammy Jo Chapman
Saint Joseph
Summary
Seasoned VIP Associate with 39 years in the travel and customer service industry. Proven expertise in itinerary planning, cost-saving strategies, and enhancing client satisfaction. Recognized for high productivity and efficient task completion, excelling in fast-paced environments through strong organizational skills and adaptability.
Overview
31
31
years of professional experience
Work History
VIP Travel Consultant
Direct Travel
San Francisco
12.2024 - Current
- Coordinated comprehensive travel arrangements, optimizing client experiences for flights, hotels, and ground transportation.
- Utilized GDS systems efficiently for booking and confirming travel plans.
- Navigated multiple applications including GDS, Avenir (Spotnana) VIP agent, and Microsoft Office to manage travel bookings.
- Resolved travel plan issues promptly, enhancing customer satisfaction and loyalty.
- Assisted customers in making changes to existing itineraries or canceling trips.
- Responded promptly to clients regarding visa, passport, and security inquiries.
- Ensured adherence to safety regulations in trip planning, prioritizing client safety and compliance.
Senior Travel Consultant
Altour Travel
New York
06.2022 - 11.2024
- Coordinated international and domestic corporate travel for multi-account office, managing client communications via calls and emails;
- Facilitated ticketing, exchanges, and addressed customer service inquiries to enhance client satisfaction;
- Managed and trained teams in quality control and ticketing processes to ensure operational excellence
- Acquired proficiency in Sabre Red 360 for improved travel management.
- Comfortable working with multiple screens, applications, GDS, booking tools and other platforms.
- Leveraged remote work skills to provide consistent support as a virtual agent.
- Adapted to varying work hours and assignments to meet client needs.
Corporate Group and Events Coordinator
AMEX GBT
Mesa
09.2021 - 04.2022
- Coordinate all international and domestic corporate travel for McKinsey Group and Events Department;
- Coordinated event travel logistics for all McKinsey offices worldwide.
- Facilitated ticketing and exchange processes.
- Utilized multiple screens and applications, including GDS, booking tools, Microsoft Office, Microsoft Teams, Profile Connect, Salesforce, and hotel booking platform to streamline operations.
- Delivered virtual support to clients, ensuring timely and efficient service.
- Seasoned virtual agent;
- Trained in new Sabre Red 360, Native Sabre, Apollo and Worldspan.
- Flexibility with hours and department rotation;
- Previous Management, Trainer, Quality Control and Ticketing experience
Travel Consultant
Bakkt Bank of America
Scottsdale
04.2021 - 09.2021
- Assisted clients with domestic and international corporate and leisure air, car, and hotel reservations, ensuring seamless travel experiences.
- Modified reservations to accommodate client needs and preferences, maintaining high customer satisfaction.
- Work in multiple systems and Galileo GDS;
- Supported customers by addressing inquiries and resolving issues, enhancing overall service quality.
Work At Home Corporate Travel Consultant
Direct Travel
Mesa
06.2018 - 03.2020
- Coordinated travel arrangements for multiple corporate accounts, ensuring seamless travel experiences;
- Responded promptly to client inquiries via email and phone, enhancing client satisfaction.
- Supported customer service, quality control, and ticketing departments to maintain operational standards;
- Trained in New Sabre Red 360 and Native Sabre;
- Assisted with employee lay-offs due to the Coronavirus pandemic's effect on the travel industry.
Government Travel Consultant
El Sol Travel
Tempe
05.2017 - 06.2018
- Coordinate all federal government domestic and international travel for various departments and installations;
- Coordinated PCS (Permanent Change Station) travel for service members and dependents across multiple installations;
- Managed travel arrangements for AWOL service members and military police, facilitating timely responses to travel needs.
- Coordinated disaster travel for SBA and SBA ODA travelers across the United States and territories, ensuring adherence to guidelines.
- Provide travel and passport requirements for international travel;
- Managed quality control and ticketing processes to ensure compliance and accuracy;
- Assisted with customer service inquiries to address travel-related concerns;
Travel Consultant
American Express Platinum Travel
Phoenix
06.2016 - 05.2017
- Coordinate all business and leisure travel arrangements for American Express Platinum Travel Clients;
- Provide travel and passport requirements for international travel;
- Arranged land tours and cruises for clients to enhance their travel experience.
- Resolved customer service inquiries, ensuring client satisfaction and timely information delivery.
- Responded to client calls and emails promptly, enhancing communication and service quality.
- Facilitated onboarding of new hire associates through double-jacking, improving training effectiveness.
Cruise Line Customer Service Associate
Norwegian Cruise Lines
Mesa
09.2014 - 06.2016
- Informed clients of essential travel information, including travel times, transportation connections, and medical and visa requirements to facilitate smooth travel experiences;
- Answered inquiries about schedules, accommodations, procedures, and policies to ensure informed client decisions;
- Plan routes, itineraries and accommodation details and compute fares and fees, using schedules, rate books and computers;
- Upsold accommodations and amenities to enhance guest experiences.
Customer Service Agent
FidelisCare New York
Getzville
10.2013 - 06.2014
- Resolved concerns regarding medical claims and prescription issues, ensuring timely support and satisfaction.
- Educated callers on government healthcare policies to enhance understanding and access.
- Assist with online payment tools and online provider networks.
- Coordinated referrals to Sales Department, facilitating seamless transitions for clients.
- Allocated primary doctors to enhance patient care and management.
Financial Aid Customer Service Associate/School Representative
ACS INC
Niagara Falls
06.2010 - 10.2013
- Government Contracted Agent for the U.S. Department of Education;
- Trained school financial aid officers on department of education policies and procedures, enhancing compliance and service delivery;
- Informed borrowers on federal student aid programs and procedures, facilitating better understanding and access to resources;
- Assist callers with navigating the Student Aid websites;
- Educated colleges on accurate information input for timely student loan payments, improving overall processing efficiency;
- Aid in getting student loan approvals for students and parents;
- Troubleshoot computer and browser compatibility;
- Updated content for the online Federal Student Aid Handbook and manuals.
Customer Service Associate
GEICO
Getzville
04.2009 - 06.2010
- Identified gaps in coverage, educated clients and offered solutions to best fit client needs;
- Promoted additional company products to clients, enhancing client satisfaction and driving sales growth.
- Verified policy accuracy, advised state DMV rules, restrictions and guidelines;
- Licensed in various states to assist clients in all aspects of new and existing auto policies;
Supervisor and Corporate Travel Consultant
The Travel Team
Buffalo
04.2005 - 04.2009
- Office Overseer of day to day operations of team of 10 consisting of client needs, regular associate evaluation and guidance;
- Implemented disciplinary procedures to enhance schedule adherence.
- Assessed staffing needs for quality control and regulated overtime.
- Monitored phone standards to maintain service quality and performance.
- Delivered training on HR topics and operational requirements.
- Managed ticket issuance and delivery while overseeing STP site operations.
- Supervised evening operations for all offices, managing existing clientele.
- Identified client expectations to set benchmarks and achieve goals.
Corporate Travel Consultant
Stovroff and Taylor Travel
Williamsville
10.2003 - 04.2005
- Coordinated travel arrangements for multi-account corporate office, ensuring seamless travel experiences;
- Facilitated client interactions regarding on-site SABRE, WORLDSPAN, and APOLLO accounts, enhancing customer support.
- Provided support for client questions regarding online booking tools.
- Managed timely responses to client emails and calls to foster communication.
- Assisted in customer service, data management, quality control, and ticketing, contributing to operational efficiency;
- Conducted new hire training;
Business Leader of Operations, Supervisor and Work At Home Travel Consultant
Rosenbluth International
Tampa
09.1998 - 09.2003
- Managed daily operations to enhance client satisfaction and ensure thorough associate evaluations and guidance.
- Oversaw quality control, schedule adherence, staffing needs, and overtime management to maintain operational efficiency.
- Established work flow process consistent with company guidelines for Intelli-Center Office and Remote Offices ranging in size from 6 to 135 associates;
- Performed associate evaluations and managed disciplinary processes.
- All aspects of customer service inquiries, client sales, ticket issuance and delivery;
- STP site operations, ARC closing, office commission checks and office supplies;
- Oversaw beta testing of computer systems and corporate discount faring, outlining data needed to meet client expectations.
- Provided support and resources to business units across Florida, facilitating smooth operations and collaboration.
Lead Supervisor and Corporate Travel Consultant
Carlson Wagonlit Travel
Tampa
11.1994 - 09.1998
- Oversaw daily operations of team of 23-26, addressing client needs and providing regular associate evaluations and guidance.
- Yearly and monthly associate reviews;
- Disciplinary procedures and schedule adherence;
- Staffing needs, regulation of overtime and time sheet completion;
- Ensure phone standards are met and maintained;
- Conducted training sessions on HR topics and operational requirements.
- Handled customer service inquiries and facilitated client sales by issuing and delivering tickets, enhancing client satisfaction.
- Managed daily operations of STP site, ensuring compliance with protocols and streamlining operational processes.
- Respond to client emails and calls in a timely manner
Education
Travel and Hospitality - Tourism and Customer Service
The Boyd School
Pittsburgh, PA06.1984
College Prep and Art -
Lackawanna Senior High
Lackawanna, NY06.1983
Skills
- Corporate Travel Management
- Government Travel Management
- VIP Travel Management
- Airline Ticketing
- Travel Operations
- Business Travel Management
- Team leadership
- Operations leadership
- Project Management
- Quality Control
- Employee Relations
- Training mentorship
- Client Relations
- Written Communication
- Phone Communication
- Team Player
- Time Management
- Self-Motivation
- Multitasking
- Conflict Resolution
- Exceptional Customer Service
- Account Management
- Talent Acquisition
- Microsoft Outlook
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Organizational Skills
- Event Planning
- GDS experience
- Sabre
- Sabre Red 360
- Apollo
- Galileo
- Worldspan
- Multitasking
Timeline
VIP Travel Consultant
Direct Travel
12.2024 - Current
Senior Travel Consultant
Altour Travel
06.2022 - 11.2024
Corporate Group and Events Coordinator
AMEX GBT
09.2021 - 04.2022
Travel Consultant
Bakkt Bank of America
04.2021 - 09.2021
Work At Home Corporate Travel Consultant
Direct Travel
06.2018 - 03.2020
Government Travel Consultant
El Sol Travel
05.2017 - 06.2018
Travel Consultant
American Express Platinum Travel
06.2016 - 05.2017
Cruise Line Customer Service Associate
Norwegian Cruise Lines
09.2014 - 06.2016
Customer Service Agent
FidelisCare New York
10.2013 - 06.2014
Financial Aid Customer Service Associate/School Representative
ACS INC
06.2010 - 10.2013
Customer Service Associate
GEICO
04.2009 - 06.2010
Supervisor and Corporate Travel Consultant
The Travel Team
04.2005 - 04.2009
Corporate Travel Consultant
Stovroff and Taylor Travel
10.2003 - 04.2005
Business Leader of Operations, Supervisor and Work At Home Travel Consultant
Rosenbluth International
09.1998 - 09.2003
Lead Supervisor and Corporate Travel Consultant
Carlson Wagonlit Travel
11.1994 - 09.1998
Travel and Hospitality - Tourism and Customer Service
The Boyd School
College Prep and Art -
Lackawanna Senior High