Amy C. Bell3228 W Canyon Avenue

San Diego, CA 92123(978) 587-7623

amycbell2@gmail.com

Professional Experience

Odysseys Unlimited August 2007 – Present Newton, MA

Odysseys Unlimited is a leader in high quality, small group travel developing, marketing and operating tours of excellent quality world-wide to both individuals and some of the country’s most prestigious non-profit organizations.

Manager, Guest Services June 2015 – Present Oversee the management of a department staffed by 5 Guest Communication Coordinators, hiring, training, and

mentoring them to provide timely and effective customer communications in response to guest letters, emails, telephone calls, and internet requests while complying with company service levels, standards, and policies

Working with outside vendor as part of a project team to develop Enterprise System supporting all aspects of the business, information flows, data analysis and reporting

Managed transition to new international travel visa provider including research and contract negotiation; maintains relationship with visa provider and serves as company liaison

Department responds to 100+ emails per day guaranteeing 24 hour response rate while maintaining accuracy and quality

Serve as back up to Manager, Customer Service to oversee call center when additional support is needed Respond to on-tour crises, troubleshooting problems related to illness, death, political unrest, and national disasters Collect information related to departmental work volume, service quality, and trends; reporting on an analysis of

the data for senior management

Supervisor, Guest Communications July 2013 – June 2015 Headed a team of 3 Guest Communications Coordinators in corresponding directly with customers in order to meet

customer needs and maintain strong business relationships while ensuring repeat business and achieving sales goals Studied and researched all tour itineraries and destinations in order to maintain a high quality level of customer

service Completed comprehensive reporting on departmental sales and service trends in order to nuance managerial

knowledge and changes in the market Grew department continually: 64%, 2011 – 2012, 18%, 2012 – 2013, and 24%, 2013 – 2014 Drafted, edited and proofread high level correspondence on behalf of company CEO

Guest Communications Coordinator March 2010 – July 2013 Met client needs for individual travel services and special requests, while distributing travel agent commission,

thereby incentivizing effective communication with clients Developed pre-departure guest communications to correspond with tour changes and international visa updates Complied fully with company policies and standards put in place to drive proper documentation of reservation and

client information

Travel Counselor August 2007 – March 2010 Responded to incoming sales and customer service inquiries (both phone and email) relating to over 30 destinations

while providing operational support in coordination with other departments within the company Maintained a high level of education on all tour itineraries and destinations enabling top notch customer service to

all clients and guests served

Care Dimensions (formally Hospice of the North Shore June 2006 – August 2007Danvers, MA

Care Dimensions is the largest hospice in Massachusetts and offers a continuum of clinical care for adult and pediatric patients with advanced and life-limiting illnesses and provide support for their families and caregivers.

Palliative Care Coordinator and Physician Services Conducted regular operational activities, managing office duties such as the scheduling of the Medical Director,

authorizing insurance coverage, completing payroll procedures, and maintaining electronic billing and medical records

Tracked patient visits and other data, creating monthly reports for analysis of shifting dynamics within the service First point of contact for all patient referrals and incoming telephone calls, using superior guest service skills to

deliver positive interactions

Education and Professional Development

B.A. in Anthropology, June 2006Union College, Schenectady, NY, USA

Harvard ManageMentor, premier on-demand learning and performance support resource for leadership and management skill development (2015)

International travel/work experience including Australia, Canada, China, Cyprus, Egypt, France, Germany, Greece, Ireland, Japan, Jordan, Mexico, Peru, Turkey, United Kingdom

Fluency with MS Word, Excel, PowerPoint, Outlook, and Internet Research