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Penny Lee Kates
3873 Dorsiere Avenue; Port Orange, FL 32129
Contact Information:
P.F.Kates@gmail.com
Cell: 410-306-5336 (Voicemails welcome)
https://www.linkedin.com/in/penny-lee-kates-a43811124
Personal Summary:
Drawing on more than 25 years’ experience in the travel industry I have developed a reputation as a
direct customer resource for planning corporate events, incentive travel, family and individual travel.
I bring a large established customer base and repeat clientele.
Client-focused travel agent skilled at multi-tasking, meeting tight deadlines and ensuring all aspects
of vacation and corporate travel meet superior client expectations.
I have been fortunate to travel the world and utilize my personal experiences to maximize your next
adventure.
Your travel experience is my passion!
Skills:
 Sabre
 CTC Certified
 TRAMS Back office system
 Outlook, Excel, and Word experience
 Client satisfaction
 Perform well in high-demand, fast-paced environments
 Customer service
 Problem resolving
 Guest relations
 Extensive knowledge of vacation and corporate travel industry
Accomplishments:
 Collaborated with professional sports teams (Baltimore Ravens) travel directors to ensure the
delivery of efficient, high-quality service.
 Consistently recognized by management for providing superior customer service.
 Planned and executed promotional events to market services to new clients and travel network
events.
 Trained new agents on booking aspects of client travel requirements.
 Organized annual corporate agency events to enhance team building and recognize sales
producers.
 Managed the Travel & Leisure Department with 5 direct reports.

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WORK EXPERIENCE:
Travel Destinations Management Group - A Direct Travel Company
Senior Travel Agent - Manager Leisure Travel Department January 2000 - Present
I provide expertise in all matters related to GDS operation support; responsible for providing corporate
business travel arrangements, including air, rail, hotel, tours, FIT’s, and car rental for domestic and
international reservations. Counsel clients on efficient routes, complicated international itineraries,
lowest available fares, exchange rates, travel products and service while ensuring optimum customer
service through the effective use of multiple GDS systems. In addition, I possess extensive cruise, tour
and airlines operations knowledge that spans over 25 years in the travel industry.
Responsibilities:
 Domestic & International Travel expertise
 Budgeting & Accounting
 Negotiating
 Logistical Planning
 Relationship Management
 Travel Consulting & Reservations
 Transportation Coordination
 Event Planning
 Group management
 Knows and properly uses: airline terminology, codes, fare basis, airline rules and tariffs,
resource guides, websites, and industry contacts.
Baltimore County Travel
Travel Agent January 1988 – January 2000
 Booked reservations for air travel, hotel and car rentals, following up when necessary to
complete the reservation.
 Responded to requests for price quotations utilizing automated system(s) for domestic and
international itineraries.
 Conforms to client travel standards and policies.
 Promotes the acceptance of fares, rates, and suppliers that match the client’s travel program
policies and negotiated contracts. Applies discount programs appropriately.
*Professional Development
Executive Women’s Network
Certifications: CTC / CLIA / CTA / Destination Experts
Additional System Knowledge: SABRE & SharePoint applications.