Travel Counselor, Team Leader
Wayne, Pa And Chandler, Az
Business Leader of Operations – team leadership over multi-account desk with HR responsibilities including FMLA leaves, interviewing, hiring, on boarding, corrective action plans, terminations, performance and change management. Partnering with Account Managers to ensure contractual obligations were met for each account. Created job descriptions.Sr. Team Leader – team leadership while overseeing operations for two reservation centers with 40 employees and 6 lead agents. Conducted team leader training. Assisted with the planning and execution of recruiting events. Team Leader - duties including agent call monitoring, shift bids, TSF/SLA management, monthly one-on-ones, annual performance reviews, time off tracking, payroll.Data Analyst – creating and processing pre-, and post trip and adhoc reports for internal and external clients using Access and Excel with macros. VIP Travel Counselor, Visa/Passport Coordinator, Quality Control – providing white glove service for high level executives for several accounts, providing passport and visa services from A-Z, partnering with a visa/passport company, developing and managing quality control initiatives. Trainer – creating training curriculum and providing classroom and individual training for team leaders and agents. Training topics including GDS processes, soft skills and leadership training. International and Domestic Travel Counselor – fully proficient domestic and international agent using both Sabre and Apollo.