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Skills

  • Operational improvement
  • Digital communication (emails, newsletters)
  • Process improvement
  • Vendor relationship development
  • Destination research and recommendation
  • Partnership acquisition with travel service providers
  • Attention to detail in travel booking
  • Client Retention Strategies
  • Loyalty program management and points allocation
  • Creating custom travel experiences

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Travel product and tour package promotion and sales
  • Answered 10 calls per 18 months to help customers with their questions and concerns.
  • Alleviated concerns before departure.
  • Achieved an overall customer satisfaction score of 48%.
  • Assisted over 5 clients with visa applications.
  • Analyzed client behaviors.
  • Advised senior management on regional travel demand trends.
  • Offer travel advice and information to customers in the form of guides, directories, brochures, and maps.
  • Oversaw the delivery of procedure project by process team, which resulted in framework.

Summaries

  • Friendly Reservation Agent with experience interacting effectively with guests of various ages, backgrounds, and interests over the phone.
  • Consistently boosted customer satisfaction by 26%.
  • A strategic Travel Agency Clerk with a proven record of driving customer success, leading to a 17% improvement in overall customer retention over one year.
  • Boosted revenue by 69%.
  • Collaborated with travel vendors to secure discounted travel packages, yielding average savings of $8 per package and enhancing the agency’s service offerings.
  • Clear understanding of strategic planning and budget management as well as quality assurance training.
  • Adhered to strict company travel policies.
  • In the category industry, an outgoing Reservation Agent was recognized for using up-selling techniques to maximize revenue.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved 47% improvement in client retention.

Accomplishments

  • Created training modules on Microsoft Excel for new hires, reducing staff onboarding time by 5 weeks.
  • Processed payments, added customer loyalty points, and issued timely invoices, reducing payment delays by 30% and improving cash flow management.
  • Orchestrated high-profile events, such as destination wedding packages, leading to 29% increased leads in the wedding niche market.
  • Collaborated with team of 7 in the development of system.
  • Documented and resolved initiative which led to metric.
  • Introduced procedures for handling last-minute travel requests, resulting in 39% faster response and booking times.
  • Worked closely with the marketing team to craft appealing destination brochures and email campaigns that increased travel inquiries by 75%.
  • Collaborated with 5 major airlines and accommodation providers to secure exclusive discounts, increasing customer satisfaction and savings by up to 39%.
  • Optimized travel package proposal process, cutting quote preparation time by 5 hours per week and enhancing client experience.
  • Resolved product issue through consumer testing.

Affiliations

  • Global Business Travel Association (GBTA) Membership
  • Association of Canadian Travel Agencies (ACTA)
  • Africa Travel Association (ATA)
  • World Travel & Tourism Council (WTTC) Member
  • International Council of Nurses
  • Online Travel Agencies Certification (ServiceNow Certification)
  • Member of the International Travel Writers Alliance
  • U.S. Travel Association Affiliate
  • National Association of Social Workers
  • Travel Planner Society

Certifications

  • First Aid/CPR Certified
  • Customer Service Travel Specialist Certification - International Air Transport Association (IATA)
  • Certified Public Accountant
  • Certified Corporate Travel Executive (CCTE) – process
  • Cisco Certified Network Associate (CCNA)
  • Certificate in Travel Risk Management - Global Business Travel Association (GBTA)
  • American Society of Travel Advisors (ASTA) Verified Travel Advisor Certification
  • CompTIA Security+
  • SHRM Certified Professional (SHRM-CP)
  • Sabre Global Distribution System (GDS) Certification

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