Tanya Coles

About Tanya Coles

I am a client experience and support professional with over a decade of experience helping people navigate complex systems, high-pressure situations, and important life moments. My career has spanned luxury travel, healthcare technology, and customer support environments where precision, empathy, and clear communication matter every day.Currently, I support premium travelers as a Travel Counselor with American Express Platinum Travel, where I coordinate complex domestic and international itineraries while assisting clients through time-sensitive disruptions and travel changes. My role requires balancing operational accuracy, policy compliance, and exceptional service for high-expectation clients.Prior to that, I worked in technical support with Allscripts Healthcare, helping providers, staff, and patients navigate healthcare software platforms. This experience strengthened my analytical thinking, troubleshooting skills, and ability to translate complex systems into clear, actionable solutions for users.Across every role, my work centers around one thing: helping people move forward when something isn’t working. Whether that means resolving a system issue, reorganizing travel plans across time zones, or guiding someone through a process they don’t understand yet, I approach challenges with patience, clarity, and a solutions-focused mindset.Outside of my professional work, I’m also a creative entrepreneur and educator with a passion for wellness, artistry, and self-expression. I create natural skincare products, teach about medicinal herbs, and explore storytelling through poetry and spoken word. These creative practices keep me grounded in curiosity, empathy, and community.At the intersection of service, technology, and creativity, I’m passionate about building experiences that make people feel supported, understood, and empowered.

Experience

1. Luxury Travel Specialist

   American Express

   Jun 2022 — Present · Archdale, NC, US

   Manage end-to-end travel planning for Platinum Card Members, coordinating multi-destination international and domestic itineraries including air, hotel, ground transportation, and curated experiences. • Serve as frontline support during global disruptions (natural disasters, security events, airline cancellations), proactively re-accommodating travelers and safeguarding client well-being. • Balance client satisfaction, policy compliance, and revenue objectives in a fast-paced, performance-driven environment. • Build strong client relationships through personalized service, resulting in repeat bookings and high retention. • Navigate complex global distribution systems and vendor networks to secure optimal routing and pricing. • Maintain accuracy across high-volume booking activity while meeting quality and compliance standards.• Provide high-level customer support to clients coordinating domestic and international travel arrangements. • Resolve booking issues, cancellations, vendor discrepancies, and system errors in real time. • Assist customers through complex reservation systems while ensuring accuracy and policy compliance. • Manage high-volume requests while maintaining quality service standards. • Deliver calm, solutions-focused support during travel disruptions and emergencies.

Education

• North Carolina Central University

  Bachelor's degree, Criminal Justice and Corrections

  2008 — 2012

• North Carolina Central University

  Master's Degree, Public Administration

  2012 — 2014

Skills

• Powerpoint
• Volunteer Recruiting
• Peer Mediation
• Community Outreach
• Data Entry
• Youth Mentoring
• Student Leadership
• Research
• Customer Service
• Data Analysis
• Peer Mentoring
• Public Speaking
• Strategic Planning
• Supervising
• Conflict Resolution
• Event Planning
• Residence Life
• Leadership
• Student Engagement
• Mentoring of Staff
• Microsoft Word
• Microsoft Office