Yolanda Pearson Email and Phone Number

Assists the Supervisor in a “lead” role to fulfill administrative, reporting and vendorrequirements.Spends majority of time fulfilling the same travel related requests as the team relatedto airline, hotel, and car.Exhibits leadership skills in areas of problem resolution, customer service and

Layoff Due to Pandemic

Books reservations for air travel, hotel and car rentals, following up when necessary tocomplete the reservation.Responds to requests for price quotations utilizing automated system(s) for domestic andinternational itineraries.Conforms to client travel standards and policies.Promotes the acceptance of fares, rates, and suppliers that match the client’s travelprogram policies and negotiated contracts. Applies discount programs appropriately.Moves market share for BCD Travel preferred suppliers.Maintains and promotes professional and courteous client relations by managing a promptand accurate response to telephone and email communications.

Performed professional accounting duties related to complex financial record keeping.Performed accounting and analysis of financial records; prepares complex financialreports and statements.Compiled data and information for the annual budget or other special financial reports.

Travel Operations Only• Supervises 2-20 employees• Supervisor has on on-site manager at the same location and is not responsible for P&L• Phone answering duties must be voluntary or less that 20% of assigned duties• Responsible for hiring, terminations, writing and delivering performance evaluationsDuties and Responsibilities Include • Acts as the point person for the daily operations of assigned employees andaccounts• Responsible for providing proper staffing levels to meet or exceed contracted servicelevels• Supervises the daily performance of direct reports, ensuring high levels of quality,productivity, customer service, and the meeting / exceeding of contractual obligations. • Works closely with manager and client in developing department communication.• Assists in recruiting and Interviewing employees to fill open requisitions• Provides new hire orientation, employee training and development, and performancereviews.

6/2008-3/2009 BCD Travel Jacksonville, FL.Operation Supervisor ·1 Supervised and managed 2-20 employees.·2 Responsible for interviewing, recruiting, terminating, discipline actions and performance evaluations. ·3 Kept up with proper staff levels to meet or exceed contracted service levels. ·4 Worked closely with higher management and directors in developing department communication. ·5 Maintained phone responsibilities by voluntary or less that 20% of assigned duties. 1/2008-6/2008 BCD Travel Jacksonville, FL.Training Specialist·6 Responsible for training Customer Care and Central Ticketing in the Jacksonville office. ·7 Sent pertinent information to the agents to ensure they are complying with the company's policies and procedures. ·8 Performed back up duties, miscellaneous projects and any needed changes in corporate reconstructing for both Ticketing Supervisor and Customer Care Supervisor when needed. ·9 Assisted with the Helpline when high call volume was met.5/2006-1/2008

Responsible for training Customer Care and Central Ticketing in the Jacksonville office. Send pertinent information to the agents to ensure all process is in line with currentpolicy or changes.Responsible for miscellaneous projects regarding current changes in corporaterestructuring. Cover the Helpline on many occasions to assist the Supervisor with high call volume.Perform back up duties for both the Ticketing Supervisor and Customer Care Supervisorwhen needed. Perform back up responsibilities for the ticketing team as well as Customer Care.

Ticketed reservations for travelers utilizing Apollo and Sabre as the main POS tools. Work Dashboard ticketing on a daily basis. Issue, reissue, and exchange airline ticketsfor corporate travelers. Also assist travelers with any billing issues, and fulfill any customerrequests.Would perform back up responsibilities to handle inbound calls for our clients when

Handled all corporate travelers needs with domestic reservations. Including changes toair, car, limo, and hotel using all four GDS’Work Dashboard ticketing on a daily basis. Issue, reissue, and exchange airline ticketsfor corporate travelers.Also assist travelers with any billing issues, and fulfill any customer requests.

Handled all customer service issues regarding bookings and flights. Worked primarily in Amadeus making international reservations.

Handled all pricing exceptions, renegotiations, and extended rate lock upfront tracking. Assisted with regional analyst with timely input of registrations and rate locks.Also assisted with maintenance and reporting of registrations in various database

Planned, gathered, and managed organizational training needs and expectations.Evaluated project outcomes and presented final observations to managers.Managed and offered feedback and coaching to peers and managers in regards tofacilitation, coaching, classroom management, and other professional skills.