Sophia Ruffo
VIP Travel Support Manager-Sheppard Mullin Law Group, A Frosch Company at Plaza Travel- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
Basic Spanish -
Topline Score
Bio
Credentials
-
Business Strategy and Analysis
LinkedInSep, 2018- Oct, 2024 -
Key Account Management
LinkedInAug, 2018- Oct, 2024 -
Creating and Giving Business Presentations
LinkedInOct, 2017- Oct, 2024 -
Excel Associate Certification (Formulas and Functions)
The CPD Certification ServiceAug, 2017- Oct, 2024 -
Measuring Team Performance
Project Management InstituteAug, 2017- Oct, 2024 -
Excel Apprentice Certification (Foundations)
The CPD Certification ServiceJun, 2017- Oct, 2024
Experience
-
Plaza Travel
-
United States
-
Leisure, Travel & Tourism
-
1 - 100 Employee
-
VIP Travel Support Manager-Sheppard Mullin Law Group, A Frosch Company
-
Oct 2020 - Present
EA Travel Support Manager to the Sheppard Mullin Law Group-Ensuring VIP travel needs and functions are successfully met. Arrangements and processes fulfilled Via Frosch Travel since November 2021 Overseeing and Monitoring: * Approval Workflows * Invoicing, travel-related documentation * Itinerary crafting * Vendor Liaison * Optimizing travel policies. * Preparing travel budget reports * Providing curriculum and training to EA Team * Conducting EA Weekly Check-in and Overview Show less
-
-
-
TripActions
-
United States
-
Software Development
-
200 - 300 Employee
-
Manager, VIP Services
-
Sep 2018 - Apr 2020
I was extremely fortunate to manage an exceptionally elevated team of travel professionals. My more specific contributions as VIP Travel Manager consist of the following: * Facilitating the development and establishment of VIP Services and processes. * Actioned initial onboarding of VIP and Road Warrior Accounts * Developed and motivated strong action-oriented and customer-focused agents * Monitored real-time chats and calls via Zendesk, Twilio, and Intercom * Daily Tableau Reports gauging KPI data analytics using metrics (AHT, ASA, SLA, CSAT) * Created a customer-focused vision and strategy to improve customer satisfaction * Reconciliation of department accrued expenses * VIP Escalation Management * Customer Facing consulting * Identifying and reporting system glitches and product issues. * Continuous contribution to program processes and development * Ensured continuous agent training fulfillment * Developed and Managed team schedules * Payroll/Time-sheet processing * Team Meeting facilitation * Team building and coaching * Conducted and documented weekly collaborative 1-1s * Daily individual QA reporting Was beyond thrilled to be a part of TripActions, and just as saddened to be one of the over 350 layoffs due to Covid-19. I will always be grateful to have been the manager of VIP Services from the very beginning. The twists, turns, ups, and downs we all took in its development brought much growth to each of us. As we were finally in a place of progression, I'm definitely sad, however, life is happening in a way we can't control, so I do trust that new opportunities are awaiting. Show less
-
-
-
Travelplus.ai
-
Leisure, Travel & Tourism
-
Travel Operations Manager
-
Jun 2017 - Aug 2018
Initially facilitating company operational needs, including relocation and establishing all office and company functionality. Subsequently writing and cultivating travel guidelines and standard operational procedures, entailing a line-up of anticipated travel situations and resolutions, which were also utilized by engineers to aid in the development of the AI application. Latter responsibilities include developing the travel publication "Travessi" from the ground up, in which the role comprised of Publication Manager, Editor and Writer. The Travessi publication intention is to meet the business travelers needs, while also providing content needed in furthering the companies AI Application development. With written content produced on expertise, extensive product research, hands-on inspections and review, writing contributions primarily pertain to the Travel Guide and Travel insights, as well as with reporting travel affected news under Travel Plus.ai. All can be viewed at Travessi.com or https://medium.com/travel-insights-by-sophia Please refer to the following managed roles: • Office & Staff Management • Second Stage Simulation Interviews • Efficient Destination Research • Travel Content Writer and Editor • Travel Publication Development/Management • Allocations of Featured Content and Themes • Cross Channel Marketing • Travel Product Inspection and Review • Affiliate Program Network Management • Reports and documentation via Google Docs-Sheets, Drawings, Slides, Word • Staff Support & Training • Implementing Schedules and daily agendas via Trello • Department Project Organizing via Trello • Simulations and Team Dialogue via Slack App Show less
-
-
-
Travana
-
United States
-
Travel Arrangements
-
1 - 100 Employee
-
Operations-Global Travel Resolutions Specialist
-
Feb 2016 - Mar 2017
Operations Travel Development~Lead Travel Support and Customer Resolution Specialist Vital role in a OTA Startup-from beginning stages through post launch • Predominant role was in the critical counsel of GDS, air and travel industry practices • Achieved a smooth functioning process within Customer Service, Air Offline, Supplier Relations, Fraud Management, Escalations, CRM and Research by strategizing and developing Air/Hotel Sop’s. • Daily management of all Operational Technology Systems, involving Amadeus GDS, Netsuite CRM, Kount Fraud System and the Back Office Tool. • Thorough auditing of all sales and system transactions • Facilitated various projects and tasks as assigned by management or as determined by our team to efficiently meet daily business objectives. • Tracked and Developed reports to advise engineers of Identified system issues, as well as proposing operation tools and system enhancements. • Collaborative strategizing with our Product Team in the development of unique excursions and tour content for Janbala 2.0. • Provided daily support and resolutions, along with coaching and mentoring to our outsourced call center travel agents. • Performed fraud detection, prevention and minimization functions, in conjunction with generating fraud activity reports, while additonally working collectively with our Outsourced Risk Management team • Maintained Customer Call Center needs, consisting of actioning exchanges, cancellations and refunds, along with hotel and air reservations. • Ensured customer care satisfaction, with delivering swift effective resolutions, as well as prompt handling of any escalations. Show less
-
-
-
Plaza Travel
-
United States
-
Leisure, Travel & Tourism
-
1 - 100 Employee
-
Department Manager of Intimate Vacations/CB Instructor
-
Apr 2009 - Feb 2016
~Manager of Intimate Vacations, A division of Plaza Travel. • Corporate and Entertainment travel management • Clientbase (CRM) Training course development • Fulfilling the development of curriculum and training modules • Implementing customer management solutions to ensure Customer satisfaction and loyalty. • Maintaining statistical and financial records • Effectively managing sales performance. • Cultivating relations with Travel Suppliers and assessing supplier performance • Negotiating and Marketing by providing interactive product details via Signature Travel Network tools • Sustaining and writing current content for travel advice and recommendation blog. • Actively Creating a positive culture to ensure a highly productive and motivated team and environment • Achieve increase of company revenue with commission tracking and recovery. • Fulfilling reservations-Inclusive of Airfare, Preferred Hotel, Car, Rail, Tour Packages and Cruises • Formulating extensive Itinerary Planning, primarily in FIT's. • Processing Exchanges and Refunds • Documenting and counseling clientele of destination travel requirements e.g. visas and passports. • Conducting thorough site inspections, as well as drafting reviews and findings report . Being a member of Signature Travel Network and a Four Season Preferred Partner allows for access to exclusive offers, as well as amenities at Resorts across the globe. Show less
-
-
-
Town and Country/KB Travel Services
-
San Mateo, Ca 94401
-
Office Manager/Travel Specialist
-
Apr 1993 - Jun 2008
Before relocating to Los Angeles, I spent over 15 years as a Full-Service Frontline Travel Consultant, Specializing in Leisure Travel. In my last 3 years, I was promoted to Office Manager, which included back-office operations. This well-established agency in Northern California's City of San Mateo also owned the 39 unit, Dolphin Cove inn, located in Manzanillo, Mexico. I was placed in charge of running their US reservation desk for 8 years. • Frontline TA- Fulfilled All-Inclusive booking duties, such as consulting, advising, reservations, and Invoicing • Managed Customer Relations and resolutions, as well as handling escalations. • US Reservation Manager for Dolphin Cove Inn, Mexico. • Maintained all operational system tools and technology functions. • Cultivated relations with Travel Vendors, as well as facilitating Vendor Events. • Conducted Interviews, along with fulfilling all Hiring Requirements • Processed daily Reports and IAR submissions • Performed Internal audits to monitor all sales activity and performances • Met all Revenue and Account receivable needs • Processed Payroll • Organized office meetings • Actioned all company building requirements • Hosted and Coordinated Company events and celebrations Show less
-
-
Community
