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Skills

  • Planning and coordination
  • CRM software proficiency (Salesforce)
  • Travel reservations
  • Problem resolution
  • First Aid/CPR
  • CCTV
  • Inventory management
  • Leadership in client service roles
  • Client portfolio management
  • MS Office

Work Experiences

  • Arranged travel and accommodation for over 11 attendees.
  • Used ServiceNow to compile data gathered from various sources.
  • Achieved a 68% increase in loyalty program sign-ups.
  • Answered 14 phone calls per 18 months to assist customers.
  • Boosted cross-selling efforts.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Achieved results within three years.
  • Achieved an Innovation Award for operational excellence.
  • Achieved a 34% upsell rate.
  • Boosted overall team revenue by 34% after rolling out a new sales strategy focused on upselling travel insurance and hotel packages.

Summaries

  • Multitasker and team player with exceptional ServiceNow skills.
  • Strategic planning Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Miscellaneous student seeking hands-on experience through an internship in strategic planning.
  • Hardworking Reservation Agent with 16 years of experience in the Miscellaneous providing excellent service.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Accomplished this during a several months period.
  • Multilingual and fluent in Mandarin and German, with a strong grasp of cultural differences.
  • Proven track record of motivating automated to achieve team, individual, and management goals.
  • Achieved a 68% reduction in errors.
  • With hands-on experience, eager to learn new skills and advance knowledge.

Accomplishments

  • Led strategy sessions for new team members, increasing department-wide GDS system (Asana) proficiency by 50%, reducing booking times significantly.
  • Improved customer satisfaction rates by 51% through launching a streamlined multi-lingual client support system, which enhanced cross-cultural communication efforts.
  • Introduced use of QuickBooks to forecast currency exchange fluctuations, assisting clients in saving up to 46% on overall travel costs.
  • Coordinated conferences and large incentive travel groups with flawless execution, measured by 69% meeting satisfaction rates and repeat corporate clients.
  • Led negotiations with vendors in the Northeast, yielding favorable group rates that cut total trip costs for clients by 33%.
  • Generated over 31% increase in customer retention by designing a loyalty program tailored to traveler habits using Workday.
  • Monitored global travel alerts from metric, proactively adjusting client itineraries to avoid health risks, improving client safety metrics by 54%.
  • Streamlined visa procurement services for clients traveling across 8 countries, successfully managing complex requirements efficiently across varying jurisdictions.
  • Spearheaded the launch of new marketing campaigns using digital advertising tools, resulting in 66% growth in website-driven inquiries and bookings.
  • Trained staff on sustainable travel practices, ensuring that the company met procedure requirements, leading to a 18-certified ‘eco-friendly’ designation.

Affiliations

  • Certified in Global Travel Professional (GTP) by GBTA, 2017
  • Frequent Contributor, metric on Industry Trends and Travel Innovations
  • Member, Association for Corporate Travel Executives (ACTE)
  • Certified Travel Associate (CTA), The Travel Institute, obtained in 2017
  • Chair, Travel and Hospitality Business Council, 2018, Columbus
  • Panelist, Sustainable Travel and Tourism Summit, 2023, Hosted in Denver
  • Member, Luxury Travel Forum
  • Certified International Travel Specialist (ITS), The Travel Institute
  • Certified Meeting Professional (CMP), Meeting Professionals International (MPI)
  • Member, Pacific Asia Travel Association (PATA)

Certifications

  • American Academy of Financial Management (AAFM)
  • AI-Powered Chat Integration for Travel Professionals - metric
  • Certified Specialty Travel Professional (Adventure, Eco, or Wine Travel) - Vantage
  • International Travel Insurance Professional Certification - Meridian
  • Advanced Sales Training for Travel Advisors - procedure
  • Travel and Tourism Management Certification - Harbor & Co., 2024
  • Certified Travel Consultant (CTC) - The Travel Institute
  • Cruise Lines Industry Association (CLIA) Certified Master Cruise Counselor (MCC)
  • IATA Travel and Tourism Professional - IATA Training
  • SHRM Senior Certified Professional (SHRM-SCP)

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