Nicholas Bailey Email & Phone Number

• Build complex multi destination and multi traveler itineraries for VIP corporate clients.
• Provide end to end premiere servicing, research inquires and resolve challenges with complex bookings.
• Demonstrate effective listening and manage crisis situations to drive increased customer satisfaction metrics.

United States

• Delivered customized training solutions to meet organizational needs.
• Trained and certified 100+ new hire travel consultants with a 90% certification rate.
• Facilitated travel consultant workshops resulting in a 5% increase in customer satisfaction metric - OSAT.
• Retaught, coached, and supported 100+ employees with learning gaps on upskilling projects.
• Utilized resourceful thinking instructional design strategies to track and develop tenured colleagues.

United States

• Research, plan and carry our personalized travel experiences, through booking domestic and international flights, car and/or hotel travel arrangements.
• Delight our Premium Card Members with unforgettable travel experiences
• Deliver innovative and extraordinary interaction
• Create Membership first experience by consulting researching, and planning personalized travel

United States

• Assess customer needs, trouble shoot and provide beneficial services
• Manage confidential customer information with sensitivity
• Resolve customer issues proactively while maintaining customer satisfaction

United States

• Advised, arranged and modified travel for corporate business travelers.
• Booked domestic and international travel for 25+ business travelers daily, maintained 100% compliance.
• Skilled in using various Global Distribution Systems, including 10+ years of Sabre and Apollo experience.
• Lead Salesforce project to reduce backlog of 500 email travel requests, resulting in 80% increase in efficiency.
• Selected for Disney project, analyzing and transferring data, resulted in meeting 60-day transfer target.

United States

• Monitored, Interpreted, and analyzed Intraday operational performance for multiple lines of businesses.
• Managed schedules for 200+ colleagues, identified exceptions and realigned tasks to meet 80% adherence.
• Supervised PTO and schedule bids for Miami Lakes and Detroit centers, including strategy development, forecasts, monitoring and providing insights on trends, gaps, and adjustments needed.
• Lead Help Desk project to reskill tenured agents to support Online team resulting in 5 min reduction in CHT.

• Delivered air, lodging, and ground transportation solutions for American Express Premium cardmembers.
• Created highly complex itineraries to plan personalized travel experiences, high end clients.
• Demonstrated effective listening and managed crisis situation to drive increased customer satisfaction metrics.

Miami Lakes

• Plan and book domestic and international corporate travel specific to client guidelines
• Navigate applications using multiple channels including calls, chat, and mobile messaging
• Adapted to an ever-changing environment while assisted customers in getting the most from our platforms
• Meet and exceed quality goals, compliance regulations and productivity targets
• ESAT team member responsible for implementation of office handbook
• Subject matter expert on notable accounts including Wachovia, EDS, J&J, and Price Waterhouse