1. Susan Yawn
susanyawn@att.net t 3139 Holcombe Blvd #175 Houston 77025 t 512-870-7911
• Thirty years of customer service and management experience in the travel industry
• Professional attitude essential to establishing rapport with internal and external clients
• Solid foundation in staff supervision, training, coaching and development
• Ability to meet challenges in an ever-changing environment
PROFESSIONAL EXPERIENCE
BCD Travel – Austin (Onsite at Apple Computers) November 2010 – August 2015
Operations Supervisor (May 2012 – Aug 2015)
Promoted from International Travel Consultant
Supervise continually growing staff of 35-40 with approximately 18 direct reports / recruit,
interview and hire new agents / create and maintain agent schedule / approve payroll and time off
requests / mentor, coach and develop direct reports / work with all staff on a daily basis to answer
questions regarding formats, policy, and procedure / assist agents and others with technology
implementation and troubleshooting / monitor agent progress and productivity / deliver corrective
action, including termination when necessary / conduct annual performance reviews / create and
maintain job aides for Apple Travel globally / mentor and guide agents at Apple’s after hours office
in Singapore and the support desk at BCD Costa Rica / liaise with programmers and developers to
create and test new processes and facilitate changes / coordinate with trainers to create new
curriculum / work with peers in other Apple Travel locations to share best practices / travel as
needed to Houston, Cupertino, Brazil and London for management meetings, coaching local agents
and spearheading branch implementations / attend departmental meetings and assist in critical
decision making / handle difficult callers when supervisory escalation was necessary and
occasionally take calls to help meet service levels / resolve all customer service issues / work with
GetThere manager and programmer to enhance the online booking experience for Apple’s
corporate travelers.
International Travel Consultant (Nov 2010 – May 2012)
Provide exemplary customer service to Apple travelers / construct very lengthy and complex
itineraries across the globe with frequent changes and split ticketing / utilize specific airline
contracts and negotiated airfares, along with preferred hotel packages / maintain complete
ownership of records including international faring, ticketing and exchanges / Chosen to become
one of four agents on the China experts team / achieved highest number of calls and transactions
most months, virtually error-free / assist other agents with formats and answer questions as
needed.

2. Carlson Wagonlit Travel May 1997 – April 2009
Operations Manager
Part of a management team overseeing a 95% virtual staff of 35-40 agents in a very fast paced, 24/7
environment utilizing SABRE, Worldspan, Apollo, and Amadeus / responsible for all aspects of day-
to-day operations including phone and technology installation and troubleshooting / liaise with
contacts for the 500-plus corporate accounts we serviced / resolve customer service issues /
schedule, hire and terminate agents / address and resolve all agent needs and issues / create and
deliver training / reprogram Lanyon application along with scripting and quick keys / create and
maintain policies and procedures manual for the department / became very adept at handling
difficult and irate callers / honed skills for using empathy and calm demeanor to diffuse heated
situations.
NOTEWORTHY
BCD Circle of Excellence Monthly Winner May 2015
BCD Circle of Excellence Yearly Winner 2013
Apple I-Engage Program Quarterly Individual winner four times
Quarterly Team winner three times
Carlson Wagonlit perfect attendance 12 years
COMPUTER SKILLS
Extremely proficient on SABRE and Turbo SABRE
Apollo and Worldspan – 12 years
Microsoft Word, Excel and Powerpoint
References furnished separately
Further employment history available upon request