Megan Johnston Email & Phone Number

- Maintain customer satisfaction with forward-thinking strategies focused onaddressing traveler needs and resolving concerns through email and onZendesk.- Liaise with travelers management and other internal departments to betterunderstand customer needs and recommend appropriate solutions.- Own and improve Overall Travel Readiness as a Senior KPI.- Power user in the adoption of Zendesk and continue to be a resource forothers for questions regarding the system.- Solved over 7,500 Zendesk tickets since October of 2022.- Carry out day-day-day duties accurately and efficiently.- Demonstrate respect, friendliness and willingness to help whereverneeded.- Member of Help Desk Staff to provide assistance and knowledge to newhires and other members of the Traveler Support Team.- Create and maintain the Traveler Support Team's weekly schedules.- Quickly learned new skills and applied them to daily tasks, improvingefficiency and productivity

Cambridge, Massachusetts, United States

- Led the Groups Traveler Support Team as Senior.- Point of contact for any traveler questions regarding post-booking,pre-tour, and on-tour experiences.- Member of Help Desk Staff to provide assistance and knowledge to newhires and other members of the Traveler Support Team.- Worked alongside the operations and travel departments to arrange planetickets, hotel accommodations, and transportation worldwide, along withproviding cost estimates and recommended itineraries for travelers- Maintained streamlined communications with customers via phone andemail, ensuring professionalism and ease in all interactions.- Continuously managed and prioritized multiple tasks and worked efficientlyunder pressure to provide travelers with high-quality service.- Created and maintained the Traveler Support Team weekly schedules.- Helped onboard new employees by running trainings.- Maximized performance by monitoring daily activities and mentoring teammembers.

Cambridge, Massachusetts, United States

- Helped large volume of travelers every day with positive attitude and focuson customer satisfaction.- Answered customer telephone calls with prompt service to prioritizetravelers needs during Covid.- Stayed informed on global travel regulations and associated internalpolicies to optimize tour preparation and incident control protocol incollaboration with the operations department in Zurich- Developed community reputation through commitment to customersatisfaction and strong customer relationships.- Learned and maintained in-depth understanding of the business, providingknowledgeable responses to diverse questions.- Member of Help Desk Staff to provide assistance and knowledge to newhires and other members of the Traveler Support Team.- Exhibited high energy and professionalism when dealing with travelers andstaff.- Investigated and resolved traveler inquiries and complaints quickly.- Responded proactively and positively to rapid change during a difficulttime in the travel industry.

Cambridge, Massachusetts

- Maintained and prioritized to-do-list and followed up to complete taskson-time.- Collaborated with peers and other business areas to leverage bestpractices.- Streamlined office operations by computerizing activities, managingcustomer communications, scheduling payments and tracking records anddocuments.- Gathered, organized and input information into the procurement database.- Answered multi-line phone system, routing calls, delivering messages tostaff and greeting visitors.- Applied advanced administrative and analytical skills in overseeingday-to-day operational activities.

Master Of Arts - Ma, Communication And Media Studies

Graduated December 2020, Summa Cum Laude - 3.6 GPA

Bachelor Of Science - Bs, Public Relations

Activities and Societies: Suffolk University Public Relations Society, Suffolk University Program CouncilGraduated May 2019, Magna Cum.

Communication And Media Studies

Activities and Societies: Fitchburg State University Cheerleading TeamAttended Fitchburg State University for two years.