Tonya J. Williams
Berwyn,PA
Summary
Dynamic VIP Travel Manager at Reed & MacKay, recognized for exceptional client satisfaction and retention. Expert in executive travel management and client relationship building, I excel in problem resolution and mentorship. Proven track record of enhancing service quality and compliance while managing high-transaction accounts with precision and care.
Overview
34
34
years of professional experience
Work History
VIP Travel Manager
Reed & MacKay
Philadelphia, PA
05.2016 - Current
- Managed portfolio of high-end C-Suite corporate clients
- Supervise VIP consultants in delivering white-glove, high-touch travel services for top-tier VIP and executive clients, managing complex international and domestic itineraries.
- Provide consultative guidance and coaching to consultants to help enhance our clients' experience in providing cost-effective travel decisions, aligned with company policies and preferences.
- Consistently receive outstanding client feedback for issue resolution, proactive communication, and attention to detail.
- Maintain strict compliance with Reed & MacKay procedures, while ensuring a seamless client experience both online and offline.
- Train, mentor, and shadow new agents, offering guidance on workflows, best practices, and service excellence.
- Demonstrate leadership by fostering positive team morale, supporting colleagues with questions and escalations, and modeling the company values.
- Successfully manage daily challenges and non-aligned issues while preserving the client’s perception of a smooth, professional process.
- Recognized for exceptional customer service, and problem resolution.
- Trusted contributor to onboarding and training initiatives.
- Strengthened client loyalty through consistent, high-quality service.
Virtual Travel Consultant
Reed & MacKay
05.2016 - Current
- Selected as dedicated agent for high-touch, high-demand corporate account.
- Achieved top rankings in client satisfaction, retention, and referrals.
- Mentored new employees by demonstrating patience, empathy, and professionalism.
- Traveled off-site with senior leadership to assess needs of travel managers and address concerns.
- Supported newly acquired offices by resolving service challenges through employee feedback.
- Recognized as top performer in client satisfaction and retention metrics.
- Played crucial role in enhancing client relationships and ensuring account stability.
Leisure Travel Agent
AAA Mid-Atlantic
Ardmore , PA
04.2015 - 05.2016
- Planned and booked vacation travel, ranging from cost-effective to luxury options, both international and domestic.
- Customized travel experiences from initial consultation to post-trip follow-up.
- Delivered personalized service to AAA members and non-members, fostering strong client loyalty.
- Ensured a streamlined booking process through proactive communication and exceptional customer care.
- Increased repeat bookings and referrals by providing tailored travel solutions.
Specialized Corporate Travel Consultant
American Express Travel
Philadelphia , PA
11.1992 - 06.2013
- Delivered comprehensive corporate travel services for individual, group, and relocation trips.
- Ensured compliance with client travel policies and regulations.
- Coordinated airfare, hotel, and car rentals for domestic and international travel.
- Maintained detailed client profiles and quality-controlled online booking tools.
- Analyzed call volumes and trends; produced daily, weekly, and monthly reports.
- Mentored colleagues to enhance performance and exceed service expectations.
- Managed sensitive information with professionalism and discretion.
- Negotiated rates and resolved issues to maximize customer satisfaction.
Education
Coursework Completed - Incomplete
Immaculata University
Malvern, PA01.2013
Diploma -
Overbrook High School
Philadelphia, PA01.1987
Skills
- Executive travel management
- Corporate and leisure consulting
- Leadership and mentorship
- Client relationship management
- Policy compliance and risk management
- Problem resolution and escalation
- Process improvement and quality control
- International and domestic planning
- High-transaction account management
- Customer satisfaction and retention
Timeline
VIP Travel Manager
Reed & MacKay
05.2016 - Current
Virtual Travel Consultant
Reed & MacKay
05.2016 - Current
Leisure Travel Agent
AAA Mid-Atlantic
04.2015 - 05.2016
Specialized Corporate Travel Consultant
American Express Travel
11.1992 - 06.2013
Coursework Completed - Incomplete
Immaculata University
Diploma -
Overbrook High School