Jackie Moenck
La Crescent,MN
Summary
- 10 years of experience as a Front Desk Receptionist/Admin
- 6 years of Data Integrity Auditor experience via Telecommute
- 4 years as a Travel Agent for Military and Government Services
- 1 year as a Group Coordinator for Military and Government Services
- 3 years as a Corporate Travel Agent
- Supervisor comments include, “ Intelligent, highly motivated, positive “can do” attitude, excellent team player, and role model.”
- Recognized for strong work ethic, trustworthy, results-driven, customer focused, with exceptional communication and time management skills under minimal to no supervision
- Has provided exceptional customer service for over 20 years in a variety of work settings
- Knowledgeable in Sabre, Matrix FW, Matrix QR, Microsoft operating systems
- Skilled problem solver whom is able to excel in a fast paced environment
Overview
25
25
years of professional experience
Work History
Group Air Coordinator
ADTRAV
05.2024 - Current
- Provide support to the Group Air Agents to ensure the service levels expected of our clients are being met
- Monitor the group air inbox and distribute emails to agents as needed.
- Assist with onboarding new clients into the group air program
- Review meetings and make sure they are set up correctly
- Work directly with the airline and client to book and manage block air space
- Create profiles in GDS for upcoming groups
- Manage groups in GDS and internal systems
- Conduct quality assurance checks on meetings and air reservations and provide information to management
- Ensure all department processes are properly documented, communicated, and trained on
- Be responsive to clients throughout the meeting process
- Meet all KPIs as required for the position
- Create, maintain, and generate daily, weekly and monthly reports for management (e.g., KPI, SLA)
- Document all information in the CRM and upload new request information as needed
- Utilize various applications, including CRM and various internal applications
- Adhere to company policies and procedures
- Provide training for new employees within the department
Front Desk Receptionist
COLGAN AIR SERVICES
10.2013 - Current
- Provided high level of customer service, secretarial, clerical and administrative support
- Greeted, assisted and directed guests, workers, visitors and the general public
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees
- Resolved customer issues quickly and notified supervisor immediately when problems escalated
- Answered multi-line phone system and transferred callers to appropriate department or staff member
- Scheduled, coordinated and confirmed appointments and meeting
- Maintained confidentiality of sensitive data to protect customer and business information
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization
- Trained new team members on company procedures, customer service and issue resolution
- Confirmed important personal and payment information for compliance with security and payment card industry standards
- Sorted and delivered mail and packages upon arrival to correct staff members and departments
- Confirmed appointments, communicated with clients, and updated client records
- Organized, maintained and updated information in computer databases
- Handled assignments independently with good judgement and critical thinking skills
- Helped office staff prepare reports and presentations for internal or client-related use utilizing Microsoft products
Data Integrity Auditor
CARLSON WAGONLIT TRAVEL
09.2006 - 04.2013
- Managed 300 corporate accounts and ensured consistent and accurate data existed in all accounts
- Diagnosed and corrected any account data inaccuracies while adhering to existing company processes
- When process gaps were identified, improved processes for the customer and Carlson Wagonlit Travel
- Focused on error trends, then analyzed error data and made valuable recommendations to management on client accounts
- Worked diligently to improve customer satisfaction
- Worked with and maintained an excellent rapport with account managers to ensure that client needs are met and customer satisfaction was obtained
- Able to multi-task on various projects while maintaining impeccable accuracy
- Additional duties include the following: Ran system error reports, reviewed interface records and corrected errors within established timelines
- Drove down errors, increased the accuracy of data, & achieved a 5% or lower error to transaction ratio
- Responsible for managing a company wide email box for the purpose of creating personal codes for employees for tracking purposes.
Travel Agent, Military and Government Services, Group Coordinator
CARLSON WAGONLIT TRAVEL
09.2002 - 09.2006
- Managed and created domestic reservations for government clients to include air, hotel, rail, and ground transportation
- Assigned group responsibilities based on organizational skills and extensive role knowledge
- Effectively and consistently solved typical travel related problems
- Additional duties include the following: Worked closely with the transportation office to move groups of 10 to 300 travelers at a time
- Monitored queues and provided quality control procedures to guarantee that all records reflect the best rates and that baggage fees and documents required were addressed
- Proficient with ticketing procedures, including processing refunds & met ticketing deadlines even when workloads were high
- Followed company procedures, guidelines and standards in building Passenger Name Records and maintained client profiles making certain all special requests were met
- Interacted with traveler or traveler arranger, and provided 1st level of support for customer service and technical issues.
Corporate Travel Agent
BCD TRAVEL
09.1999 - 09.2002
- Coordinated domestic travel reservations over the phone or via email for corporate clients
- Offered destination advice, booked flights, accommodation and car hire as well as made amendments and cancellations
- Exceptional organizational and leadership qualities along with strong self-initiative and team-oriented skills in order to respond to and resolve customer complaints with superior results
- Additional duties include the following: Monitored queues and provided quality control procedures to assure all records reflected the best rates and upgrades
- Stay informed of current world situations via TSA, State Department, internet, etc
- Ability to unblock space in sold-out situations for air and hotel via industry contracts
- Motivated to excel within a team environment.
Education
Airline, Travel And Hospitality Certificate -
International Air And Hospitality Academy
Vancouver, WA04.1995
High School Diploma -
South Whidbey High School
Langley, WA06.1993
Skills
- Administrative Experience
- Staff Training
- Customer Service Experience
- Problem Solving
- Time Management
- Task Prioritization
- Professionalism
- Multitasking
- Telephone Etiquette
- Computer Proficiency
- Reservation Software
- Excellent Communication
- Attention to Detail
- Interpersonal Skills
- Adaptability
Professional References
- Stacy Schroeder, Office Manager, Colgan Air Services, La Crosse, WI, 608-783-8359, sschoeder@colgan-air.com
Timeline
Group Air Coordinator
ADTRAV
05.2024 - Current
Front Desk Receptionist
COLGAN AIR SERVICES
10.2013 - Current
Data Integrity Auditor
CARLSON WAGONLIT TRAVEL
09.2006 - 04.2013
Travel Agent, Military and Government Services, Group Coordinator
CARLSON WAGONLIT TRAVEL
09.2002 - 09.2006
Corporate Travel Agent
BCD TRAVEL
09.1999 - 09.2002
Airline, Travel And Hospitality Certificate -
International Air And Hospitality Academy
High School Diploma -
South Whidbey High School
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