Victoria Sebert
Harrisonville,Missouri
Summary
Travel Advisor with experience delivering client focus results in a call center environment Solid background delivering training to new entrants and existing staff members on updated companies’ proprietary tools using Zoom, Microsoft PowerPoint, and Excel Experience creating clients’ Travel Profile in Concur’s online booking tool Creative and strategic problem-solver with the ability to tackle complex issues with a diverse set of transferable cross-industry skills, including project management, communication, and leadership A trusted advisor, skilled at building consensus and alignment among internal and external clients Thrives on strong organizational skills and attention to detail, using communication skills, both written and verbal to coach and mentor teams Experience with Microsoft Office.
Professional Travel Specialist with strong focus on customer satisfaction and seamless travel experiences. Skilled in itinerary planning, vendor negotiations, and booking systems. Known for effective team collaboration and flexibility to adapt to changing needs. Valued for excellent communication, problem-solving abilities, and delivering impactful results.
Knowledgeable with solid foundation in planning and organizing travel itineraries. Proven ability to manage complex travel arrangements and resolve issues swiftly. Demonstrated expertise in customer service and attention to detail, ensuring smooth travel experiences.
Corporate Travel Consultant with laser-like focus on marketing and providing customer satisfaction. Exceptional scheduler with expertise in time management. Career success in travel and hospitality for private, global and corporate customers. Knowledgeable [Defense and Government Travel Consultant with solid GDS knowledge and organizing travel itineraries. Proven ability to manage complex travel arrangements and resolve issues swiftly. Demonstrated expertise in customer service and attention to detail, ensuring smooth travel experiences.
Overview
28
28
years of professional experience
Work History
Travel Associate
JTB USA INC
04.2022 - 11.2024
- Enhanced customer satisfaction by providing personalized travel recommendations and itinerary planning.
- Utilized advanced booking systems proficiently to optimize time management capabilities while handling multiple reservations simultaneously.
- Managed approximately 30 incoming calls and emails per day from customers
- Cultivated a reliable network of industry professionals who could be called upon for support when necessary.
- Support both domestic and International travel for a dedicated account. Proficient in both Sabre and Apollo GDS 's.
Assessment Administrator
Ascend Learning
10.2020 - 04.2022
- Guide testers through the online setup process so testers can begin the TEAS test
- Review 20 testing videos a day looking for irregularities in tester's performance
- Coach tester through setup processes and navigate to TEAS test
- Setup TEAS Nurse and Allied Health assessments and attach them to Proctorio an online testing site.
Technical Support Technician (Remote)
Adelman Travel Group
03.2015 - 03.2020
- Company Overview: Milwaukee, Wisconsin
- Resolved booking tool errors through detail research, testing, and problem-solving technics
- Documented resolutions in writing documentation and screenshots in the ticket remarks housed in Salesforce
- Delivered training to new entrants and existing staff members on updated companies’ proprietary tools using Zoom, Microsoft PowerPoint, and Excel
- Collaborated with peers on department projects
- Created presentations to educate and inform clients of system updates or enhanced tools on their booking site
- Created unified communications and format job-aids that are stored in Salesforce chat page for department reference and use
- Updated clients travel sites using online booking tools Deem and SAP Concur systems for each ticket, analyze trends, and prepare a consolidated and well-structured site review for client managers and their clients
- Formulated easy-to-view site audit reports using Microsoft excel for improving retention on travel policy and updating reporting options; 5 out of 20 clients updated the site based on the recommendations
- Milwaukee, Wisconsin
Travel Counselor – 24 Hour Service Center
Carlson Wagonlit Travel
07.2013 - 02.2015
- Company Overview: Saint Louis, Missouri
- Customer-focused fast pace after-hours call center providing assistance to an average of 30 inbound telephone calls from high-performing clients traveling domestically and Internationally
- Juggled client communications using telephones, text, and email to resolve their travel needs
- Collaborated with technical experts and development team for software improvements, evaluating system scripts and provided detail reporting on the success or failure of system scripts to the leadership team
- Achieved recognitions from executive clients for resolving travel emergencies
Concur Support Specialist/Back Office Support
Child Albany Travel
07.2012 - 01.2013
- Created clients’ Travel Profile in Concur’s online booking tool
- Monitored the automated error and ticketing queues for all client sites and actioned any un-ticketed reservation, if needed
- Set up direct billing for hotel and cars and conferences for all corporate clients
Team Leader, Trainer,
American Express Business Travel
08.1996 - 10.2011
- Company Overview: Hartford, Connecticut
- Supervised a team of 20 highly functional experts, monitored employees’ activities, and reviewed individual performance as per defined customer service frameworks to realize business success goals
- Checked business reports for expected errors, adjusted the documents accordingly, and delivered to senior management for better decision making
- Reduced 10% agent errors by leading and mentoring a team of customer service professionals
- Trained agents on call management techniques, improving personal best in transaction goals by 2%
- Additional experience with American Express as Training Specialist at American Express Business Travel, Miami Lakes, Florida
- Develop “The Great Call Experience” platform for new hire training, resulting in a 15 % increase in counselors’ customer service scores
- Hartford, Connecticut
Education
Degree in Travel and Tourism -
Platt College
Overland Park, KS09.1985
Skills
- Microsoft Office Suite
- Salesforce
- Visa processing
- Geography awareness
- High volume environments
- Mentoring and training
- Time management
- Client relationship building
- Verbal and written communication
- Airline reservation systems
- Online Booking tools
- Hotel booking platforms
- Executive travel
- Travel arrangements
- Problem-solving
Training
- Completed SAP Concur certification training, 06/2015
- Enhance your productivity, 11/2019
- Improving your listening, 11/2019
- Interpersonal Communication, 10/2019
- Time management fundamentals, 07/2019
Timeline
Travel Associate
JTB USA INC
04.2022 - 11.2024
Assessment Administrator
Ascend Learning
10.2020 - 04.2022
Technical Support Technician (Remote)
Adelman Travel Group
03.2015 - 03.2020
Travel Counselor – 24 Hour Service Center
Carlson Wagonlit Travel
07.2013 - 02.2015
Concur Support Specialist/Back Office Support
Child Albany Travel
07.2012 - 01.2013
Team Leader, Trainer,
American Express Business Travel
08.1996 - 10.2011
Degree in Travel and Tourism -
Platt College
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