Socorro Keyes Email & Phone Number

Vernon Hills, Illinois, United States

• Supervised travel coordinators as lead Air Travel Department agent managing programs for product launches, recruiting, sales and incentive meetings for pharmaceutical, technology solutions, insurance and auto part manufacturing companies.• Managed travel costs to comply with overall program financial objectives. Worked closely and served as liaison between account and sales manager, customers and client contact.• Achieved high level customer service standards by addressing customer inquiries and price quotes, resolving problems and recommending plans of actions for system improvements. Escalated unresolved grievances to appropriate department for further appraisal and resolution.• Provided customer service and assistance during travel disruptions including client oversight. Prepared and completed air itinerary orders, edited and implemented changes per customer specifications for on time delivery and fulfillment.

• Managed daily monitoring of patient services vendors by determining customer service requirements through continuous contact with customers.• Monitored and reviewed schedule and adjust as needed.• Attended weekly sales training and discussions with management.• Achieved 110% of 2014 second quarter sales quota through existing customers and acquiring new business.• Lead generation/business development through direct sales and building upon brand awareness and principles

• Supervised the daily operations and all areas of productivity with the reservations customer call center, from quoting, scheduling, ticketing, delivery of documents, quality control to customer complaint resolution. Managed and monitored overall work flow to ensure utmost efficiency in meeting the highest standard of customer experience.• Served as liaison and lead contact between account/program managers and customers.• Coached, trained and developed reservations associates on best practices for customer service, booking and ticketing. Implemented principles with a continuous improvement philosophy and corrective measures for customer service based on customer feedback.• Managed and forecasted group movement contracts and inventory fulfillment through lead coordination with sales account and program managers.• Developed and solicited new business at the inception and creation of the department by setting up and maintaining an accurate customer database.