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Skills

  • Collaborative teamwork
  • Revenue generation strategies
  • Adventure activity facilitation
  • Stakeholder engagement
  • Travel recommendations
  • Networking
  • Budget Management and Cost Efficiency
  • Client-Centered Problem Solving
  • Communication skills
  • Team management

Work Experiences

  • Saved $18 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved a 29% success rate.
  • Consistently exceeded sales projections for add-on services, increasing average ticket value by $16 per guest.
  • Created customized sightseeing experiences, integrating requests that led to a 58% increase in overall ratings on method.
  • Created exclusive guest experiences.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Added $17 to each guest's average spending.
  • Collaboratively worked with marketing teams to promote special excursions, yielding a $10 increase in ticket sales within the first 12 weeks.
  • Transported Asana to one year customer locations.
  • Had an excellent attendance record and was always on time for work.

Summaries

  • Aligns with company values.
  • Strengths in risk assessment and budget management backed up by Miscellaneous training.
  • Excellent public speaking skills as well as a thorough understanding of Raleigh history, architecture, and current events.
  • Achieved a success rate of 33% %.
  • Exceptional customer service and public speaking abilities.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Clear understanding of vendor management and quality assurance as well as vendor management training.
  • Professional in the hospitality and travel industries with extensive historical knowledge.
  • Accomplished Lead Guide with specialization in high customer retention, improving loyalty through a 41% increase in repeat customers annually.

Accomplishments

  • Leveraged customer satisfaction data to identify trends and adjusted tours accordingly, driving an increase in repeat bookings by 83%.
  • Led post-event debrief sessions, analyzing areas of improvement and implementing immediate changes to reduce future issues by 56%.
  • Monitored tour execution and adjusted strategies in real-time to improve customer service delivery, which directly contributed to an NPS score increase by 60% points.
  • Forecasted and budgeted for monthly expenses, consistently keeping tour operating costs under 38% to maximize profitability.
  • Implemented emergency response protocols during tours which reduced risk of serious incidents by 33%.
  • Oversaw 2 special events per year, managing all levels of logistic planning and execution, resulting in increased attendance and profitability.
  • Increased customer satisfaction by adapting to the needs of international visitors from 17 countries, ensuring culturally tailored experiences.
  • Enhanced tour presentation materials, refining scripts and engagement techniques based on feedback, improving guest satisfaction by 25%.
  • Implemented a continuous feedback program, increasing guide performance consistency by 19% based on guest reviews and internal assessments.
  • Assisted with conflict resolution by addressing customer complaints in a timely manner, achieving a 70% resolution rate within company policies.

Affiliations

  • National Association of Social Workers
  • Society of Women Engineers
  • International Rafting Federation (IRF)
  • Professional Association of Diving Instructors (PADI)
  • Lions Club
  • Rotary International
  • Travel Industry Association of America (TIA)
  • National Association of Interpretation (NAI)
  • American Mountain Guides Association (AMGA)
  • Association for Supply Chain Management (APICS)

Certifications

  • Certificate in Ecotourism and Sustainable Development - program
  • ServSafe
  • CompTIA A+ Technician
  • Certified Travel Counselor (CTC) – process
  • Certified Interpretive Guide (CIG) - National Association for Interpretation
  • Salesforce
  • Certificate in Tour Operations Management - program
  • Certified Kayak Instructor - program
  • SHRM Certified Professional (SHRM-CP)
  • Advanced Open Water Scuba Certification - category

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