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Skills

  • Bulk reservation system implementation
  • Reservation management
  • Call handling efficiency
  • Email Inquiry Management
  • Marketing and sales collaboration
  • Problem resolution
  • Customer satisfaction improvement
  • Organization
  • Transportation information
  • Payment processing

Work Experiences

  • Assisted in converting inquiry calls into confirmed reservations.
  • Achieved an Excellence Award for excellence in customer service by resolving 33% of reservations-related issues on the first call.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Attracted business clients.
  • Closed 13 high-value bookings.
  • Assisted in marketing seasonal deals through email campaigns, resulting in a 52% increase in direct bookings during 6 months.
  • Adjusted pricing strategies.
  • Achieved 38% decrease in customer wait times.
  • Achieved a 72% rise in positive guest feedback.
  • Achieved improvement over 2015.

Summaries

  • Adept at managing multi-channel customer service teams.
  • Exceptional at informing incoming guests about facility amenities and providing recommendations for entertainment and dining options.
  • Achieved Outstanding Service Award for Outstanding Service in 2023.
  • Achieved a 50% customer approval rating.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Strengths in vendor management and risk assessment backed up by Miscellaneous training.
  • To achieve positive outcomes, works to answer all questions from guests via phone or email.
  • Adept at coordinating with marketing teams.
  • Boosted repeat customer bookings through personalized recommendations.
  • Customer-focused Reservation Agent with 6 years of Miscellaneous experience.

Accomplishments

  • Led a project to improve the online booking system, resulting in a 70% decrease in customer complaints related to booking errors.
  • Resolved product issue through consumer testing.
  • Coordinated with the finance team to streamline invoice generation, cutting down processing time by 16 hours per week.
  • Documented and resolved framework which led to standard.
  • Played a pivotal role in refining room inventory management during peak season, achieving 2% occupancy rates higher than forecast.
  • Proactively resolved 17 disputes per week, achieving an 63% dispute closure rate within the past year.
  • Reduced call handling time by 69% through intensive training on the new initiative for program agents.
  • Systematized client account management for enterprise clients, resulting in a 55% growth in large-scale bookings over one year.
  • Led the introduction of an online chat booking service, improving customer response time by 18% year-over-year.
  • Contributed to a 70% increase in guest loyalty program participation through effective staff training and service promotion.

Affiliations

  • Rotary International
  • Toastmasters
  • Association of Corporate Travel Executives (ACTE)
  • International Concierge and Lifestyle Management Association (ICLMA)
  • Travel Institute Certified Travel Associate (CTA)
  • Association for Computing Machinery
  • Lions Club
  • International Customer Service Association program - Member
  • American Society of Safety Professionals
  • Project Management Institute (PMI) for Project Execution training

Certifications

  • Tourism & Hospitality Management Certificate by program
  • Certified Hospitality Sales Professional (CHSP) by American Hotel & Lodging Educational Institute
  • Certified Hospitality Digital Marketer (CHDM) by method
  • Certified Business Analysis Professional (CBAP)
  • Certified Travel Associate (CTA) by The Travel Institute
  • Certified Destination Specialist (CDS) by system
  • Reservation Sales Specialist Certification by framework
  • Certified Hospitality Trainer (CHT) by process
  • Global Distribution System (GDS) Certification by system
  • Google Certified Professional Cloud Architect

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