Lindsay Durst Email & Phone Number

Greater Boston Area

• Provides exceptional customer service by managing complex itinerary changes and travel interruptions. Acts as a customer advocate within the organization.• Collaborated on cross-departmental projects, including customer feedback, product market research, and competitive analysis. Provided input on features to prioritize, UX improvements, iterative enhancements, and bug fixes to improve customer experience and retention.• Trains and coaches service agents on the Amadeus GDS (Global Distribution System) platform. Continually supports service agents with Amadeus queries and troubleshooting.

Greater Boston Area

Served as a senior member of the travel advisor team at Road Scholar, the leader in educational travel offering 6,500 educational tours in 50 states and 150 countries. • Streamlined customer email communications by developing comprehensive best practices for the booking process, which increased support team efficiency and reduced email response turnaround time by 50%.• Triaged, identified, and resolved escalated customer issues, airline schedule changes, and service quality checks. Managed participant emergencies while traveling domestically or internationally. • Played an integral role in multiple company projects. Evaluated business processes to identify areas of improvement and recommended methods to enhance customer satisfaction.• Achieved high standards and exceeded performance goals for the entirety of FY19.

Boston, Ma

Played a key role in the execution of the MBA student Independent Project grant program - the Social Enterprise Initiative. This program applies innovative business practices and managerial disciplines to drive sustained, high-impact social change. • Developed content for SEI's web page, Twitter account, and client communications, and oversaw the distribution of internal and external marketing documents.• Coordinated event planning, including logistics and vendor management for all meetings, conferences, research forums, advisory board meetings, workshops, and student events.• Ensured the seamless coordination of the MBA student Independent Project grant program, including oversight of admissions criteria and financial processing, as well as the execution of marketing and student-facing communications. Supported the administration of other SEI programs, including the Summer Fellowship and New Venture Competition programs.

Cambridge, Ma

Served as the primary contact for more than 20,000 students at the Harvard Extension School and Summer School. Promoted to team lead in 2014 for demonstrating natural leadership skills.• Managed 5 employees, while offering advice regarding Extension and Summer School programs; acted as a resource and responded to a high volume of inquiries from a diverse population.• Provided service in person, as well as via telephone, email, and social media; supported local, distance and international students, as well as adult learners, high school students and parents.

Cambridge, Ma

Communicated enthusiastically with prospective and continuing students at the Harvard Extension School and Summer School; provided key information and responded to a high volume of inquiries.• Supported the Division of Continuing Education’s two-day Professional Development Programs. • Customized email template responses and incorporated relevant marketing messages.• Assisted students with various registration policies and online processes.• Researched student records in DCE Banner student system and Harvard Midas system. • Verified, distributed and took photos for ID cards using Harvard image capture system.• Supported Registrar’s Office, as well as the Office of Communication and Marketing.• Provided valuable feedback, recommendations, and ideas for improving student services.

B.S., Environmental Studies

Activities and Societies: Delta Phi Epsilon Sorority, National Science Teachers Association, Active Minds, Intramural Sports, Keene State.

Certificate, Baja Coastal Sailing

Higher Education/Higher Education Administration

Course: Higher Education Management, Spring 2014