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Skills

  • Supervision
  • MS Office
  • Communications
  • Initiative equipment
  • Friendly service mentality
  • Multichannel communication skills
  • First Aid/CPR
  • Customer needs analysis
  • Relationship development
  • Adaptability in Fast-paced Environments

Work Experiences

  • Achieved high resolution rate on first contact.
  • Collaborated with Denver Hotels.
  • Used Jira to enter all of the necessary information into the hotel's database system.
  • Answered 14 calls per 6 months to help customers with their questions and concerns.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout the booking cycle.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved a 31% retention rate for premium guests.
  • Built strong relationships with VIP clients, offering tailored travel experiences and achieving a 83% retention rate for premium guests.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Oversaw the delivery of method project by initiative team, which resulted in standard.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Analyzed competitor pricing.
  • Adept at utilizing HubSpot to manage all guest interactions, leading to a 25% improvement in client retention and higher overall satisfaction.
  • Strategic planning expertise and 13 years of experience are ready to be put to use.
  • Conducted team training.
  • Collaborative Reservations Sales Specialist who worked closely with marketing teams to increase bookings during off-peak seasons by 62% through innovative promotional strategies.
  • Customer-focused Reservation Agent with 15 years of Miscellaneous experience.
  • Boosted revenue during off-peak times.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved resolution rates of over 51% %.

Accomplishments

  • Worked closely with hotel and airline partners to arrange special travel accommodations for VIP clients, enhancing customer loyalty and increasing referral rates by 51%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with airlines, hotels, and internal stakeholders to ensure smooth guest travel arrangements, resulting in 16 fewer disruptions in travel itineraries per month.
  • Developed competitor pricing analysis frameworks that informed strategic decision-making and resulted in a 59% improvement in competitive positioning.
  • Successfully managed daily high-volume calls relating to reservations, changes, and cancellations, maintaining a 58% customer satisfaction score.
  • Customized reservation services based on guest preferences, leading to an increased repeat booking rate of 42% annually.
  • Initiated weekly performance reviews that tracked daily booking quotas, increasing team productivity by 69% over a 18 months.
  • Played a key role in organizing an in-house sales event that resulted in 8 additional group reservation sales.
  • Reduced guest escalations by implementing a first-contact resolution policy, improving the issue resolution rate to 25%.
  • Collaborated with travel agents for group reservations, resulting in a 53% increase in group booking revenue and lower cancellation rates.

Affiliations

  • Attendee of the European Travel Commission (ETC) sessions on international travel trends
  • National Association of Social Workers
  • Completed Certified Guest Service Professional (CGSP) certification through the American Hotel & Lodging Educational Institute
  • Active member of the National Reservations Sales Forum (NRSF) focusing on best practices
  • Jaycees
  • Member of the Academy of Hospitality Industry Attorneys (AHIA) for legal ethical guidelines familiarity
  • Certified Travel Associate (CTA) as part of The Travel Institute certification program
  • American Marketing Association
  • Enrolled in ongoing professional development courses through the Global Business Travel Association (GBTA)
  • Society of Human Resource Management

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • TravelSalesPro™ Certification - standard
  • Certified Global Distribution Systems Specialist
  • CompTIA A+ Technician
  • Apple Certified Associate (ACA)
  • Basic Reservation Handling Certification - IATA Training
  • Certified Reservation Sales Specialist - International Air Transport Association (IATA)
  • RedX CMS Certification for Booking Platform Management
  • IATA Travel and Tourism Foundation Diploma
  • First Aid/CPR Certified

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