Veronica TACU
Roy
Summary
Experienced professional with a strong background in travel counseling, customer service, and performance coaching. Proven ability to adapt quickly, communicate effectively, and manage complex initiatives. Seeking to contribute, enhance, and innovate within a dynamic organization.
Overview
6
6
years of professional experience
Work History
Performance Coach
American Express Global Learning & Knowledge Management
07.2024 - Current
- Supported a Learning and Performance Specialists with material facilitation for over 50 new hire colleagues.
- Assisted new hires with call flow and meeting required metrics through one-on-one coaching.
- Integrated various teaching strategies into the platinum department to drive engagement with Platinum Card Members.
- Analyzed and monitored calls, providing weekly feedback and best practices.
- Fostered a collaborative environment in class, during on-the-job training, and post-certification.
- Class coach for return-to-work colleagues.
- Assisting in taking escalation calls from new hire colleagues.
Travel Consultant
Travel & Lifestyle Services
08.2022 - Current
- Coordinated travel arrangements, including flights, hotels, and ground transportation, for diverse card types.
- Liaised with vendors to negotiate modifications and cancellations.
- Optimized membership benefits for cardmembers.
- Leveraged Sabre, Opus, WDE, Travel Assist (Copilot), and various airline websites.
Reservation Agent
Costco Travel
Issaquah
10.2019 - 04.2022
- Assisted members in booking vacation packages, including destinations in the US, Canada, Hawaii, Costa Rica, Las Vegas, and Florida.
- Provided expert advice and answered questions regarding vacation planning for various destinations.
- Helped members navigate the consumer site for booking and travel information.
- Managed high-volume calls while multitasking and delivering excellent customer service.
- Researched and planned personalized travel, including domestic and international bookings.
- Assisted the hotel department by running reports, emailing vendors, managing hotel queues, and handling travel-related emails.
- Trained in Sabre and Compass software for efficient booking and customer service.
Education
History and International Relations -
University of Colorado
01.2018
Bachelor's degree -
University Of Moldova
01.2009
Paralegal -
Skills
- Communication
- Teamwork
- Critical thinking
- Time management
- Leadership
- Adaptability
- Project Management
- Performance coaching
- Training facilitation
- Call monitoring
- Team collaboration
- Effective communication
- Problem solving
- Performance monitoring
- Coaching and mentoring
- Training delivery
- Performance improvement
- Leader
Professional Overview
Experienced professional with a strong background in travel counseling, customer service, and performance coaching. Proven ability to adapt quickly, communicate effectively, and manage complex initiatives. Seeking to contribute, enhance, and innovate within a dynamic organization.
Timeline
Performance Coach
American Express Global Learning & Knowledge Management
07.2024 - Current
Travel Consultant
Travel & Lifestyle Services
08.2022 - Current
Reservation Agent
Costco Travel
10.2019 - 04.2022
History and International Relations -
University of Colorado
Bachelor's degree -
University Of Moldova