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Skills

  • MS Office
  • Call quality monitoring
  • Supervision
  • Transportation information
  • High-demand booking management
  • Hospitality service excellence
  • Conflict mediation and negotiation
  • Event coordination
  • Customer Behavior Analysis
  • Problem resolution

Work Experiences

  • Achieved 17% improved client retention.
  • Consolidated guest data across multiple booking platforms, improving information accuracy and reducing overbooking incidents by 21%.
  • Had an excellent attendance record and was always on time for work.
  • Achieved this over 10 consecutive months.
  • Collaborated with compliance on forecasting demand spikes.
  • Achieved Excellence Award for exceeding customer service metrics.
  • Looked for industry trends on social media and through online sources.
  • Answered 3 calls per the past year to help customers with their questions and concerns.
  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Contributed to the adoption of program.

Summaries

  • Accomplished Lead Reservations Agent with expertise in CRM management, handling over 5 VIP accounts and sustaining a 64% repeat booking rate. Adept at collaborating with marketing to boost monthly bookings by 64% through campaigns.
  • Adept at aligning reservation strategies with organizational goals.
  • Achieved a 71% boost in early bookings.
  • Achieved a 22% uplift in departmental KPI.
  • Adept at resolving conflicts and booking errors.
  • Achieved a 38% improvement in booking efficiency.
  • Achieved a 23% reduction in response time.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Achieved notable efficiency gains.
  • Adept Lead Reservations Agent with a focus on customer satisfaction enhancement, maintaining a satisfaction score of 16% or higher. Skilled at cross-selling, adding $6 in additional revenue monthly through upselling and package deals.

Accomplishments

  • Implemented a tiered customer service model that increased upselling opportunities by 42% and improved client satisfaction ratings by 58% points.
  • Pioneered new agent tracking initiatives that resulted in a 76% improvement in closing rate and minimized customer drop-off.
  • Coached the sales and reservations teams on cross-selling strategies, increasing collaborative booking outcomes by 25%.
  • Analyzed booking trend data, providing actionable insights that improved capacity planning and reduced instances of overbooking by 38%.
  • Managed high-demand, seasonal booking periods with zero errors, ensuring full capacity utilization for framework.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Mentored a team of 16 junior agents, improving their performance metrics and boosting overall booking efficiency by 37%.
  • Utilized standard to manage communication with over 7 VIP clients, achieving a 79% increase in repeat visits over three years.
  • Led the redesign and improvement of the company’s loyalty program tier structure, enhancing customer incentive alignment and increasing membership by 61%.
  • Formulated training materials that helped agents align with industry best practices, shortening the reservation processing time by 50%.

Affiliations

  • Certified Travel Counselor (CTC) 2021
  • Professional Association of Innkeepers International (PAII)
  • Revenue Management Society (RMS)
  • National Association of Call Centers
  • Project Management Institute
  • Hospitality Sales and Marketing Association International (HSMAI)
  • National Travel and Tourism Association (NTTA)
  • American Marketing Association
  • Society of Human Resource Management
  • Certified Call Center Manager (CCCM) 2022

Certifications

  • Salesforce
  • Hotel Revenue Optimization Expert (HROE), Harbor & Co.
  • Certified Travel Industry Executive (CTIE) - Beacon Labs
  • Hospitality and Tourism Management Certification - framework
  • Customer Service Excellence - Certificate (Brightline)
  • First Aid/CPR Certified
  • Cisco Certified Internetwork Expert (CCIE)
  • Hospitality Management Certificate - process
  • Professional in Human Resources (PHR) - Meridian
  • Certified Travel Associate (CTA) – Meridian

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