Mary A.
Mid-Level Lead Generation Specialist
Open to offersNew to PlatformAbout
Mary Ann S. is an experienced Team Leader with a decade of expertise in the travel, outsourcing, and customer service industries. Her background includes leading offshore teams at Offshore Outsource Operations, where she coaches and manages travel consultants, oversees performance metrics, scheduling, and escalation handling, and provides actionable insights for business growth. Previously, at Trip.com and Teletech, Mary Ann managed high-volume customer interactions, specializing in multi-channel support for travel bookings and issue resolution using Global Distribution Systems (GDS) including Amadeus, Sabre, and Worldspan. She has a proven track record in CRM management—utilizing platforms like Salesforce and Freshdesk—handling lead generation, negotiation, and complex complaint resolution. Her role at Hilton Hotels demonstrated her strengths in sales and customer relationship management for both individual and corporate clients.
Experience
Travel Team Leader
Trip.com · 2021 — 2024Respond to a significant volume of customer inquiries via email, guaranteeing accurate and prompt replies. Tackle various customer issues and collaborate with other departments to investigate and resolve complex cases. Log all customer interactions and resolutions in the Magento system accurately. Monitor and address customer feedback on Trustpilot, ensuring timely and empathetic communication aligned with Emma Mattress's brand image.Customer Service Representative
Doulas by the Bay · 2023 — 2024Engage potential families by reaching out, qualifying their needs, and arranging appointments with doulas to ensure a smooth client experience.Customer Service Representative
Peak Outsourcing · 2024 — 2024Assist RealPage customers with billing inquiries and concerns, providing accurate billing information, resolving payment issues, and ensuring a positive customer experience.Customer Service Advisor
Teletech · 2018 — 2020Manage travel reservations using GDS, including Amadeus, Sabre, and Worldspan. Conduct searches, price comparisons, booking, and ticket issuance while maintaining accuracy within airline fare rules, policies, and travel regulations. Handle amendments, reissues, cancellations, refunds, and exchanges through the GDS. Calculate fares and apply discounts to present cost-effective travel options to customers.Customer Service Representative
Hilton Hotels · 2017 — 2017Drive revenue by proactively identifying and securing bookings from individual, group, and corporate clients, while also developing strong customer relationships and ensuring exceptional service delivery.Customer Service Representative
Global Integrated Contact Facilities · 2015 — 2016Receive and manage customer orders through phone, email, and chat, ensuring precise data entry into the ordering system. Verify order details to prevent errors and provide product information while upselling items when appropriate. Address basic inquiries relating to order status, delivery times, and product questions. Assist customers with order changes, cancellations, or refunds in accordance with company policies.Business Growth Agent
Offshore Outsource OperationsLead and inspire a team of travel consultants/agents by coaching and motivating them. Monitor individual performance, deliver constructive feedback, and facilitate regular one-on-one sessions. Manage team scheduling, attendance, and holiday requests while ensuring service coverage. Address escalated customer cases and enforce adherence to procedures, company policies, and industry regulations. Analyze data to provide insights to management for informed decision-making.
Skills & Expertise
Education
- Bachelor of Arts in CommunicationAdamson University · 2013 — 2016
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