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Skills

  • Conflict resolution and de-escalation tactics
  • Attention to detail with Jira
  • Customer retention strategies
  • Communications
  • Appointment scheduling and calendar management
  • Team building
  • Advanced reservation management software utilization
  • Operational improvement
  • Customer Service expertise
  • Staff training

Work Experiences

  • Acquired 14 new customers, resulting in 2% revenue for the team.
  • Created and used standard reports to assist leadership in making key decisions and exceeding operational goals.
  • Met with current and potential customers to assess their needs and make recommendations for the best system solutions.
  • Actively researched competitive pricing.
  • Collaborated with airlines and hotels to resolve booking discrepancies quickly, ensuring minimal disruptions for customers and zero penalties incurred.
  • Boosted satisfaction by 22%.
  • Completed an average of 8 reservations per shift.
  • Collaborated with operations to implement new customer feedback processes.
  • Collaborated with airlines and hotels.
  • Conducted weekly audits.

Summaries

  • Achieved a retention rate of 71%.
  • Achieved a 30% improvement in call resolution times.
  • Adept at building long-term relationships with corporate partners.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Costs were consistently reduced while profits were increased.
  • Customers have increased by 3%, and new sales revenue has increased by more than $8.
  • Achieved a 30% boost in satisfaction scores.
  • Building relationships, cultivating partnerships, retaining top accounts, and growing profit channels by establishing trust are all skills that I bring to the table.
  • Highly skilled and knowledgeable in the techniques used to close sales.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.

Accomplishments

  • Worked in tandem with sales teams to cross-sell and upsell services during booking processing, increasing additional service sales by 32%.
  • Decreased rebooking requests by 41% through precise booking management and preemptive issue resolution.
  • Utilized advanced CRM tools to manage over 9 client profiles, contributing to a 45% improvement in customer retention rates.
  • Ensured the highest level of customer satisfaction, achieving consistently high feedback ratings across 2 customer interactions.
  • Enhanced call center operations by introducing improved training modules, leading to a 15% reduction in average call handle times.
  • Consistently met or exceeded performance targets, closing an average of 10 reservations per day while maintaining 5% accuracy.
  • Collaborated with team of 9 in the development of metric.
  • Implemented solutions that minimized time-to-close for sales by 85% while consistently exceeding daily booking targets.
  • Optimized personal workflow management, resulting in the ability to handle 6% more reservations compared to the team average.
  • Took ownership of escalated client issues and successfully resolved 9 disputes, leading to a 73% improvement in overall client retention.

Affiliations

  • Association for Computing Machinery
  • Association for Supply Chain Management (APICS)
  • American Hotel & Lodging Association (AHLA)
  • Meeting Professionals International (MPI)
  • Hospitality Financial and Technology Professionals (HFTP)
  • National Concierge Association (NCA)
  • Project Management Institute
  • Online Travel Agencies Network (OTAN)
  • Rotary International
  • International Association of Reservation Executives (IARE)

Certifications

  • Reservation Management Software Specialist Certification (e.g., Opera, MICROS)
  • Travel and Tourism Professional (TTP) by The Travel Institute
  • Customer Service Excellence Certification from Summit Group
  • First Aid/CPR Certified
  • ServSafe
  • Certified Travel Associate (CTA) through The Travel Institute
  • International Air Transport Association (IATA) Travel and Tourism Professional Certification
  • Certified Hospitality Sales Professional (CHSP) by The American Hotel & Lodging Educational Institute (AHLEI)
  • Reservation Systems Specialist (RSS) Certification from category
  • Travel Agent Proficiency (TAP) Test Certification from The Travel Institute

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