Steven Gardner is seeking a customer service role that allows for professional and personal growth. He has 20 years of experience in customer service, sales, and travel planning roles. His experience includes positions in data entry, customer service, loan advising, retail sales, travel planning, and coordinating meetings and events. He is proficient in several computer systems and applications and is currently attending college.
Priceline.com , Inc. EXCELLENT STRATEGIC MANAGEMENT SHOWCASED .docxharrisonhoward80223
Priceline.com , Inc.: EXCELLENT STRATEGIC MANAGEMENT SHOWCASED
Do you prefer Priceline or Expedia to find low travel prices? Headquartered in Norwalk, Connecticut, Priceline.com Inc. is the leading online travel company where buyers “name their own price” for airline tickets, hotel rooms, rental cars, cruises, and vacation packages. Founded in 1997 with a patented business model, Priceline.com operates through the Booking.com, Priceline.com, TravelJigsaw, and Agoda brand names. Priceline.com uses excellent strategic management to dominate the online travel business. For example, the company generates annual sales of more than $4 billion and has an EPS of more than $30. Priceline’s common stock (PCLN) had the best five-year (2007–2011) performance of all companies in the S&P 500: a total return of 972 percent. Many analysts have a $750.00/share price target for Priceline stock. In the last 12 months, PCLN’s return on assets was 23.08 percent, compared to its competitors Expedia (EXPE)’s 4.19 percent and Orbitz World Wide (OWW)’s 2.60. PCLN’s return on equity was 48.41 percent, much higher than EXPE’s 13.44 percent and Orbitz World Wide OWW’s negative 21.25. PCLN’s profit margin for the last 12 months was 25.58 percent, compared to EXPE’s 10.42 percent and OWW’s negative 4.83.
With more than 5,000 employees, Priceline’s customers can choose set-price options. For airline tickets and hotel reservations, Priceline.com generates sales on the margin, keeping the difference between the price paid by the individual and what Priceline.com paid for the ticket or hotel room. Priceline’s recent success has been especially driven by international travel, particularly to emerging market destinations. About 65 percent of Priceline.com hotel room bookings are expected to be non-European going forward, up from 42 percent the prior year.
Priceline provides price-disclosed hotel and rental car reservation services on a worldwide basis with approximately 185,000 hotels and accommodations in 160 countries. The company’s rental car services operate through its Name Your Own Price demand-collection system, as well as vacation packages consisting of airfare, hotel, and rental car components; cruise trips; and destination services, including parking, event tickets, ground transfers, and tours in the USA. Priceline provides an optional travel insurance package that covers trip cancellation, trip interruption, medical expenses, and emergency evacuation, as well as for loss of baggage, property, and travel documents for air, hotel, and vacation package customers; and collision damage waiver insurance for rental car customers in the USA.
Priceline’s major competitor, Expedia, was founded in 1996, a year before Priceline. Priceline has four times the volume of revenues of Expedia, but the two firms aggressively compete every day for customers worldwide.
Jan I. Tor
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Professional Summary
Hard wor.
1. Steven R Gardner
3370 E Joseph Way
Gilbert, AZ 85295
Phone: 480-359-5253
Email: steven_gardner@msn.com
OBJECTIVE
To work with a well respected organization that can benefit from my impeccable customer service skills,
sales talent and my experience in the hospitality industry as well as offer personal and professional growth
for myself.
PROFESSIONAL EXPERIENCE
Encompsol - Data Entry
March 2003 - Current
Data entry coordinator for company specializing in emergency planning and software packages for
emergency responders in the event of an incident.
WageWorks – Customer Service Representative
November 2015 – February 2016
Client contact for a company that managed employer and employee benefits.
Responsible for client retention and customer satisfaction.
Exercised discretion and independent judgement with respect to matters of significance.
Exhibited leadership and professionalism in all areas of managing international and external
customer requirements.
Managed daily client activity to minimize client issues; proactively managed expectations.
DriveTime - Loan Advisor
October 2014 – August 2015
Provided suburb customer service to clients who need assistance in regards to their contract
obligations.
Maintained working relationships with customers who are delinquent on personal accounts.
Met and exceeded corporate goals and expectations.
Macy’s Department Store – Sales Associate
October 2013 – May 2014
Sales Associate Specialist in the Home store.
Assist guests in finding products that match their buying needs
Complete knowledge of linens, bedding, kitchen appliances and accessories
Marketed, prepared displays
Norwegian Cruise Line – Personal Vacation Planner/Guest Services Representative
August 2012 – June 2013
Consulted, advised, and sold various cruise itineraries.
Maintained knowledge of cruise destinations, ports of call, land excursions, onboard ship
entertainment and activities for all sailings in the United States, Europe, Africa, and the
Mediterranean.
Carlson Wagonlit Travel - Sr. Travel Consultant
May 2011 - October 2011
• Corporate travel consultant for a large medical services corporation.
2. BCD Travel - On-line Services Travel Consultant
July 2010 to April 2011
Consulted, advised, scheduled, and arranged, travel itineraries for employees from more than 300
diverse companies, revising and booking the client’s airline tickets, hotel and car reservations, and
private transfers for bookings completed through each corporation’s on-line booking tool.
On-call support for clients experiencing difficulties navigating through their corporation’s internet
application.
Efficient in four different airline reservation systems with the ability to switch from one to another
effortlessly.
TCS Expeditions Guest Services Manager
June 2000 to March 2009
Lead sales/concierge contact for all clients interested and confirmed on an upscale tour product, by
selling product and acknowledging all inquiries, both written and verbal.
Worked closely with non-profit and affinity organizations to assist in achieving their sales goals.
Coordinated with local vendors, hotels, airlines, and appropriate conveyance of transportation
Assisted in extensive international air itineraries in order to send employees in advance to various
destinations.
Maintained complete knowledge of all travel products, including destinations, modes of
transportation and extra services.
Excellent organizational skills used to reconcile financial spreadsheets.
Managed daily records and bookings in company reservation system.
Maintained a database registering all guests and vendors in a companywide accessible system.
Produced, updated, and proofed rooming lists, banquet event orders, passport manifests,
alphabetical and chronological lists and tour documentation.
Efficient multi-tasking in a fast-paced environment with continuous changes and updates.
Cornerstone Meetings & Incentives Group Travel Coordinator
February 1997 to June 2000
Negotiated with vendors on air block space, meeting space, hotel room rates, and ground
transportation as well as planned special events at various venues in order to keep clients within
their budgetary parameters.
Consulted with conference attendees on personal travel for pre and post meeting trips.
EDUCATION
• Gilbert High School, Gilbert, AZ
• Mesa Community College, Mesa, AZ
• Currently attending Grand Canyon University, Phoenix AZ
SKILLS
• Apollo, Sabre, WorldSpan, Amadeus, and SeaWeb reservation systems
• Microsoft Office Programs
• Ten Key
PHILANTHROPIC SERVICES
Instrumental in creating a philanthropic program where money was donated to ANIQUEM, a
children’s rehabilitation burn center in Lima, Peru.
Volunteer for Arizona ALS Organization, Royal Rosarian Foundation, and a member of the One
More Time Around Again Marching Band.