Maria Ximena Polanco Benitez

Experienced Specialist for Top Accounts with expertise in Corporate Travel Agency support.

Account Lead, adept at customized scripting and agency-specific settings.

Skilled in training new team members.

Responsibilities:

• Direct liaison for Agency leaders and Sabre Account Executives and PTCs, ensuring seamless communication and support.
• Conducted effective training sessions for team new hires. Specialized in TJR updates, QC and Global Accounts training.
• Participated in different Agency Migrations to Sabre system both on-site and virtual.

On-Site:

-Flight Centre Leisure (Australia and New Zealand, 2017)

-Flight Centre Coorporate (Australia, 2018).

-AVIATUR (Colombia, 2022)

Virtual:

-Migration for several Select Accounts in LATAM in 2020.

• Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
• Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
• Crafted tailored scripts for enhanced client interactions.
• Streamlined processes to cut downtime and optimize employee productivity.
• Acted as mentor and hand holder for several new hires.

Responsibilities:

• Resolved customer service issues using company processes and policies and provided updates to customers.
• Trained new employees after becoming a senior representative.
• Specialized in post-purchase support, managing returns, and facilitating efficient refunds processes when applicable.
• Responded to customer calls and emails to answer questions about products and services.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

Responsibilities:

• Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
• Negotiated, facilitated, and managed real estate transactions.
  Communicated with clients to understand property needs and preferences.
• Maintained connections with clients to encourage repeat business and referrals.