Star Rades
Mesa
Summary
Dynamic Operations Supervisor at BCD Travel with a proven track record in enhancing efficiency and team productivity. Skilled in GDS Sabre and performance monitoring, I excel in fostering collaboration and implementing process improvements. Recognized for exceptional communication and results-oriented leadership, I consistently drive operational success and customer satisfaction.
Overview
30
30
years of professional experience
Work History
Operations Supervisor
BCD Travel
03.2020 - Current
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Led team meetings to communicate goals, address challenges, and promote collaboration.
- Implemented process improvements that enhanced efficiency in travel booking systems.
- Trained new staff on operational protocols and best practices for customer service.
- Monitored key performance indicators to assess team performance and identify areas for enhancement.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
- Kept high average of performance evaluations.
VIP Consultant
BCD Travel
08.2012 - 03.2020
- Developed customized travel itineraries based on client preferences and budget constraints.
- Coordinated travel logistics, including flights, accommodations, and transportation for clients.
- Utilized reservation systems to manage bookings and streamline workflow processes effectively.
- Mentored junior consultants, providing training on industry best practices and customer engagement strategies.
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
International and VIP Travel Consultant
American Express
06.2006 - 08.2012
- Developed customized travel itineraries based on client preferences and needs.
- Managed booking processes using advanced reservation systems for optimal efficiency.
- Provided expert advice on destinations, accommodations, and travel regulations.
- Coordinated logistics for group travel arrangements, ensuring seamless experiences.
- Supported government defense contractor account Northrop Grumman
- Training assistant for new hires
- Worked Customer Care for all accounts with American Express Travel when additional support was needed for 6 months. Included research and process knowledge for multiple systems to attain mutual resolution for both client and employer.
Reservation Agent
Alaska Airlines
04.1996 - 06.2006
- Managed customer reservations and provided information on flight schedules and policies.
- Assisted customers in modifying, canceling, or confirming bookings efficiently.
- Collaborated with team members to streamline reservation processes and improve service quality.
- Trained new staff on reservation systems and customer service protocols.
- Mentored junior agents, fostering skills development and enhancing team performance across shifts.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
- Provided customers with information about availability and pricing.
- Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
Education
No Degree - General Studies
Mesa Community College
MesaSkills
- Operations management experience
- Performance monitoring
- Task delegation
- Staff supervision
- Results oriented
- Proficient in GDS Sabre
- Excellent oral and written communication skills
- Intrinsically motivated
Timeline
Operations Supervisor
BCD Travel
03.2020 - Current
VIP Consultant
BCD Travel
08.2012 - 03.2020
International and VIP Travel Consultant
American Express
06.2006 - 08.2012
Reservation Agent
Alaska Airlines
04.1996 - 06.2006
No Degree - General Studies
Mesa Community College