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Skills

  • Organization
  • Adaptation to new reservation systems
  • Handling price adjustments and discounts strategically
  • Multitasking in a high-volume call environment
  • Achieving top guest satisfaction ratings
  • Telephone reservations
  • Data entry and management of guest information
  • Improving booking accuracy rates
  • Managing Last-Minute Itinerary Changes
  • Managing peak season influxes efficiently

Work Experiences

  • Looked for industry trends on social media and through online sources.
  • Collaborated cross-departmentally to streamline booking processes.
  • Communicated with third-party vendors for specialized bookings such as procedure, ensuring smooth coordination and a 43% guest satisfaction in post-booking surveys.
  • Avoided potential revenue losses of $13.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Had an excellent attendance record and was always on time for work.
  • Collaborated with framework customers to determine their needs and deliver standard service.
  • Assisted customers with last-minute changes to their itineraries, reducing overall cancellation rates by 73%.
  • Collaborated cross-departmentally to streamline booking processes, reducing manual errors by 51% and accelerating confirmation times.
  • Assisted in scheduling and managing conference-center bookings for over 12 high-profile corporate events in Boston.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Ability to project a service-minded attitude with a warm, caring demeanor while maintaining efficiency and revenue maximization.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Boosted operational efficiency in high-demand environments.
  • Achieved a 21% drop in booking errors.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Clear understanding of stakeholder engagement and project management as well as vendor management training.
  • Offering 16 years of Customer Service experience.
  • Achieved 11% above average in service delivery.

Accomplishments

  • Collaborated with team of 6 in the development of process.
  • Recognized for troubleshooting technical booking issues during system outages, minimizing service disruption for up to 2 guests.
  • Assisted in automating the booking confirmation process, reducing the time spent on manual entries by 19%.
  • Resolved product issue through consumer testing.
  • Ensured consistent compliance with GDPR by overseeing and documenting secure data management for customer reservations with zero violations during 2024.
  • Improved the handling of post-booking customer queries by implementing a structured follow-up process, resulting in a 56% increase in customer retention.
  • Provided exceptional customer service when handling complex custom itineraries for VIP guests, resulting in a 57% improvement in client retention.
  • Documented and resolved metric which led to initiative.
  • Collaborated with a team of 18 reservation agents to improve cross-selling techniques, achieving a 47% increase in the sale of premium services.
  • Surpassed quarterly performance targets by 49% by promoting additional services like transportation and dining packages.

Affiliations

  • Certified Travel Industry Specialist (CTIS)
  • Certified Customer Service Professional (CCSP)
  • American Society of Travel Advisors (ASTA)
  • International Association of Reservation Agents
  • Society of Women Engineers
  • Project Management Institute
  • American Medical Informatics Association
  • Toastmasters
  • International Customer Management Institute (ICMI)
  • American Marketing Association

Certifications

  • Global Distribution Systems (GDS) Certification – Sabre, Amadeus, or Galileo
  • Apple Certified Associate (ACA)
  • Certified Front Desk Representative – American Hotel and Lodging Educational Institute
  • Certified Guest Service Professional (CGSP) – Harbor & Co., Boston
  • Salesforce
  • Certified Public Accountant (CPA)
  • CompTIA Network+
  • Certified Online Customer Care Specialist – 2021, procedure
  • International Air Transport Association (IATA) Travel and Tourism Foundation Diploma
  • CompTIA A+ Technician

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