Joanna Marshall
Tulsa, OK
Summary
Experienced Travel Advisor with strong GDS booking, itinerary management, and reservation coordination skills in loyalty travel. Known for attention to detail, problem solving, and accurate handling of complex changes, cancellations, and rebooking requests.
Overview
20
20
years of professional experience
Work History
Travel Advisor
CxLoyalty
Tulsa, OK
09.2020 - Current
- Guided loyalty travelers in selecting optimal flight, hotel, car rental, and vacation package options.
- Booked reservations through GDS and CxLoyalty travel platform.
- Managed itinerary changes, cancellations, and rebooking requests to ensure seamless travel experiences.
- Explained supplier policies, fees, and travel restrictions.
- Monitored and organized customer requests within loyalty service queues and case notes for efficient resolution.
Customer Service Representative
City of Tulsa
Tulsa, OK
05.2018 - 09.2020
- Responded to City of Tulsa resident inquiries by phone, email, and front desk.
- Resolved service complaints using City of Tulsa policies and department guidelines.
- Processed utility billing requests and updated customer account records.
- Verified customer information and corrected account details for accurate records.
Senior Customer Advocate
Blue Cross Blue Shield of OK
Tulsa, OK
03.2007 - 04.2018
- Resolved customer concerns using plan rules, policy details, and provider network information.
- Assisted Blue Cross Blue Shield members with benefits, claims, and eligibility questions.
- Explained enrollment changes, plan options, and billing statements to members.
- Documented member interactions in customer systems and maintained accurate case notes.
Education
Associate of Arts - Business Management And Marketing
Oklahoma State University School of Technical Trai
Okmulgee, OK12-1987
Skills
- GDS booking
- Travel reservation systems
- Loyalty program booking
- Itinerary management
- Customer relationship management
- Reservation coordination
- Problem solving
- Verbal communication
- Attention to detail
Timeline
Travel Advisor
CxLoyalty
09.2020 - Current
Customer Service Representative
City of Tulsa
05.2018 - 09.2020
Senior Customer Advocate
Blue Cross Blue Shield of OK
03.2007 - 04.2018
Associate of Arts - Business Management And Marketing
Oklahoma State University School of Technical Trai