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
Remote
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
La Crosse, WI
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
Remote
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
Ft. McCoy, WI
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
La Crosse, WI
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