Customer Service Manager
Resume:
Robert (Bob) E. Croniser
San Marcos, Texas ****6
v4iysb@r.postjobfree.com
Summary
With extensive experience in technical and travel sales, customer support, and technical education, I would now like to find a career in which to apply my personal inventory of skills. My passion for people and outstanding customer service would be a benefit to most organizations. My interpersonal, administrative, and organizational skills will add to any teamwork environment.
Education New York University - Bachelor of Science in Business Administration
Professional Experience
Sigma Breakthrough Technologies Inc. San Marcos, Texas (December 2002 - July 2009)
Education Administrator/Travel Consultants
Coordinated entire Six Sigma Master Black Belt training program from recruiting candidates to conducting the program’s graduation ceremonies. Recruited over 300 candidates in 6 years. Doubled education revenue from $600K to over $1.2M in just over 2 years. Served as the focal point for all attendees communications with SBTI. Validated weekly attendance and completion of the core ACE certified program, and optional electives. Collected evaluations and provided feedback to program manager.
Orchestrated logistics for MBB programs determining and posting the schedule on the website, secure training venue(s), both domestic and international, confirming hotel registrations, monitor catering requirements, and anticipating other miscellaneous support needs i.e. audio/visual, and weekly class outings.
Use travel consultant skills to assist the Travel Manager in the booking of reservations with SABRE during peak periods, and during unplanned absences and vacations. Perform lead agent functions for creating program function keys to complement existing SABRE functions for SBTI’s unique documentation requirements.
Ascot Travel, San Marcos, Texas (April 2002 - December 2002)
Travel Consultant
Counseled clients on personal and corporate travel options, Created itineraries to meet clients travel needs by providing cruise, tour, FIT, airline, hotel, car and rail reservations, both domestic and international. Made reservations through SABRE. Always provided a high level of customer service.
AAA Travel, Austin, Texas (March. 2000 - March 2002)
Travel Consultant
Served as a Travel Consultant in this APOLLO reservation systems based travel agency. Utilized Apollo Leisure Shopper to book preferred cruise and tour vendors for AAA members. Also booked independent travel via air, including airfare, hotels, and cars. Achieved a very high customer satisfaction based on measured feedback results. Obtained $32K in commission in 9 months of 2000 and exceeded $41K in 2001.
Ascot’s Custom Travel, Seguin, Texas (Sept. 1998 - March 2000)
Manager/Travel Consultant
Managed this SABRE based travel agency while also serving as a front line travel consultant applying previously gained skills to obtain high customer satisfaction. Expanded my role into reporting all agency results to the central office in San Marcos. Developed and prepared computer vendor commission reports for hotel, car rental, tour package and Southwest Airlines ticketless receipts.
Travel Vistas International, San Marcos, Texas (June 1996 - Sept. 1998)
Travel Consultant
Continued to grow travel sales experience and sharpen customer service skills. Used the SABRE computer reservation system to book creative travel solutions to meet and exceed clients’ needs. Learned additional reservations system support skills such as building customer STARS, programming agent PF key banks, phase four ticketing and ticket exchanges formats. Performed internet and online booking for a variety of cruise and tour vendors.
Pace Travel, Austin, Texas (May 1994 - Nov. 1994) (Dec. 1995 - June 1996)
Travel Agent
Provided customers with advice, guidance, availability, and selection of cruises, tours, airline flights, hotels, and car rentals. Sold worldwide travel utilizing SABRE for computer reservations, and ticketing. Conducted direct airline contact with Southwest, and other airlines, and a variety of tour companies. Utilize preferred suppliers to maximize revenue whenever appropriate. Helped produce agency internal newsletter.
BTI Americas Inc., Dallas, Texas (Dec. 1994-Dec. 1995)
Customer Service Representative
Provided customer support for IBM group travel to education or special events. Booked air, hotel, and car reservations for clients, and their families traveling to IBM events or education. Documented air segments to acquire IBM negotiated discounts and special zone fares. Provided fare savings annotation for inclusion in customized reports. Provided extremely high customer service consistent with IBM's expectations.
Richland College, Dallas, Texas (Jan. 1995 - Dec 1995)
Part-time Instructor
Conducted college level courses in the Travel and Tourism Management curriculum. Taught Computer Reservation Systems classes on SABRE. Students were taught travel industry and reservation systems terminology, and were introduced to travel industry automation through live SABRE tutorials and scenarios. Training included discussions of travel agent techniques for establishing customer requirements and trip planning, and the procedures for gathering data and entering reservations for airline ticketing, hotel and car rental reservations.
IBM Corporation, Dallas, Texas and New York, New York (1967-1993)
Education Manager (1989-1993)
Performed curriculum management for a portfolio of technical computer systems networking courses. Developed business plan for course offerings including course selection for investment and divestment and instructor and course scheduling. Negotiated development, delivery, and pricing of course materials to exceed business revenue and profit objectives. Led responsibilities for specialist update conferences in Dallas, Texas and Washington, D.C. for 1000 attendees. Performed negotiations for travel with IVI Travel and housing with the Dallas Hyatt and Crystal City Marriott hotels.
Systems Engineering Manager (1985-1989)
Managed unit providing computer systems technical support. Performed performance planning counseling and evaluation responsibilities. Served as recruitment manager for 100 person-10 manager branch. As Manager of Telecommunications Support Unit managed technical marketing support unit covering computer systems, networking and technical support over a three-state area. Executed personnel management responsibilities including salary planning, hiring and firing, and coordination of affirmative action programs.
Instructor (1982-1985)
Led a team of five instructors in the development and teaching of technical course materials for two internal education courses. Developed specialized version of a telecommunications course and taught it in Venezuela, Malaysia, and Korea.
Systems and Field Engineer (1967-1982)
Led hardware and software proposal efforts and was involved in installation efforts in several accounts including Avis Wizard system and Double Day Publishing. Performed installation and maintenance support activities including problem isolation, diagnosis and resolution.
Military
USAF
Additional Education
Pace Travel School, 1994, Travel Agent Certificate Course
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