Olga Cabrera
Hamilton,Canada
Summary
- A dynamic Customer Service Representative with 20+ years of experience in Corporate Travel. Known for providing strong service provision and faster resolution for internal and external customers. Assist to initiate or escalate support needs within American Express Global Customer Support via Phone, Email or Salesforce. A primary point of contact for common issues for clients/customers on the T4M team. Solid communication skills heightened interpersonal skills and active listening skills enable servicing multiple clients in a fast-paced environment with the ability to prioritize and deliver timely results. Regarded for engaging positively with customers and key partners to resolve complex logistical and other service issues using conflict resolutions concepts resulting in innovative solutions. Displays the highest level of integrity and confidentiality when working with internal teams and external customers.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Travel Consultant
American Express Global Travel Services
01.2002 - Current
- Arranged routine and complex domestic and international business travel for air, car, hotel, limousine and rail utilizing SABRE GDS for our multiple clients.
- Researched and provided consultative multicountry routings for best fares and preferred carrier usage.
- Counseled clients on efficient, multicity/multi-country routings for lowest available fares, and preferred carrier usage.
- Ensured optimum customer service while coordinating client travel and aligning with travel policy responsibilities.
- Provided top customer service while collaborating with multi departmental teams to ensure seamless communication between all stakeholders.
- Researched and resolved complex client inquiries and logistical issues with carriers.
- Used creative telephone service techniques, acting on special customer requests and maintained positive client engagement.
- Helped to onboard new employees, coached, developed, and mentored junior Travel Counselors.
- Utilized and followed corporate policies and procedures to ensure company compliance.
Education
Travel and Tourism Diploma -
Mohawk College
Hamilton, Ontario01.1994
Skills
- Working knowledge of GDS systems (Sabre) Sabre Graphical
- Spanish Speaking
- Proficient in Microsoft applications; Outlook, Word, Excel, and Salesforce
- proven background in client servicing and direct client facing servicing experience
- Excellent business writing skills, to ensure documentation is written in a clear and concise manner
- Prioritization and time management skills
- Knowledge of Amex GBT products, solutions and services desired
- Flexible to accommodate both internal and external clients
- Coach and Mentor
- Strong prioritization and time management skills
- Strong independent decision-making capability Interaction and communication with diverse working styles, ability to build and leverage strong working relationship
- Creative problem-solving skills
Languages
Spanish
Native or Bilingual
Affiliations
I am part of the ACTA organization and have a valid IATA
Certification
- CTC - Certified Travel Counselor
Interests
As someone who loves to travel, I get excited to plan personal trips for myself and experience new places
Timeline
Travel Consultant
American Express Global Travel Services
01.2002 - Current
Travel and Tourism Diploma -
Mohawk College