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Skills

  • Group booking coordination
  • Multi-line phone system handling
  • Team management
  • Call quality assessment and improvement
  • High call volume management
  • Business operations
  • Team building
  • Operational improvement
  • MS Office
  • Customer Relationship Management (CRM) Software Proficiency

Work Experiences

  • Decreased vacancy by 39%.
  • Achieved a conversion rate of 85%.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Had an excellent attendance record and was always on time for work.
  • Achieved a 37% decrease in cancellation rates.
  • Engaged customers and used active listening and effective interpersonal skills to provide high levels of customer service to each individual.
  • Converted 76% of inactive reservations into confirmed sales.
  • Achieved a 59% faster resolution time.
  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Achieved positive guest feedback.

Summaries

  • Award-winning track record of improving customer satisfaction.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Collaborative, customer-focused professional.
  • Achieved 100% compliance in guest data confidentiality.
  • Within Miscellaneous, senior Reservations Sales Associate and outstanding performer in strategic planning and vendor management.
  • Analyzed booking patterns.
  • Exceptional at informing incoming guests about facility amenities and providing recommendations for entertainment and dining options.
  • Adept at resolving guest issues before escalation by offering creative booking alternatives, resulting in a 23% decrease in customer complaints.
  • Stakeholder engagement expertise and 11 years of experience are ready to be put to use.
  • Clear understanding of project management and client relations as well as quality assurance training.

Accomplishments

  • Conducted competitive rate surveys, ensuring bookings were aligned with market trends and increasing competitiveness by 41%.
  • Championed a booking conversion initiative that increased call-to-book conversion rates by 35%, exceeding sales targets for system.
  • Developed and maintained clear communication strategies with third-party vendors, reducing reservation handling time by 40% minutes.
  • Assisted with product demos of new reservation software, successfully reducing staff onboarding times by 81%.
  • Upscaled corporate account management strategies, increasing average booking group size by 5% over 2018.
  • Executed international reservation adjustments based on differing time-zone needs, minimizing booking errors and reducing manual input by 54%.
  • Contributed to the continuous improvement team, implementing method that enhanced service delivery time by 61%.
  • Trained new hires on customer service etiquette, which resulted in improved client communication and a 15% increase in satisfaction scores.
  • Utilized CRM and technology platforms such as ServiceNow to optimize customer interaction tracking, boosting efficiency by 79%.
  • Designed guest check-in procedure automation in collaboration with IT, reducing average check-in duration by 24% minutes.

Affiliations

  • Professional Association of Customer Engagement (PACE)
  • Customer Service & Contact Center Leaders Group
  • International Cruise & Excursions, Inc. (ICE)
  • Society of Human Resource Management
  • Society for Customer Service Professionals
  • Customer Experience Professionals Association (CXPA)
  • International Institute of Travel (IIT)
  • Worldwide Independent Travel Network (WIN)
  • National Business Travel Association (NBTA)
  • National Association of Social Workers

Certifications

  • Certified Airline Reservations Agent - procedure
  • Sabre Certification - method
  • Certified Corporate Travel Executive (CCTE), Summit Group
  • CompTIA Network+
  • Certified Hospitality Revenue Manager (CHRM) – Beacon Labs
  • Customer Relationship Management (CRM) Systems Proficiency - framework
  • Global Distribution Systems (GDS) Certification - metric
  • Certified Hospitality Digital Marketer (CHDM) - Brightline
  • Conflict Resolution in Hospitality Settings - Northwind
  • SHRM Certified Professional (SHRM-CP)

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