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Skills

  • Customer satisfaction improvement
  • Client onboarding process improvement
  • Process improvement
  • Customer service
  • Regulatory compliance
  • Expense reimbursements
  • Metrics analysis and reporting
  • Custom vacation itinerary planning
  • Budgets
  • Relationship development

Work Experiences

  • Contributed to 76% growth in customer loyalty.
  • Conducted careful market analysis.
  • Updated the employee's tax status as well as withholding information.
  • Transported Jira to several months customer locations.
  • Produced initiative and program documents using 10-key calculators, computers, fax machines, copy machines, and other office equipment.
  • Boosted off-season bookings by 70%.
  • Achieved process recognition.
  • Achieved cross-department collaboration on customized travel packages, resulting in a 77% increase in interdepartmental sales.
  • Created cross-selling opportunities for travel insurance, increasing insurance attachment rates by 23% year-over-year.
  • Applied quality control across all cases.

Summaries

  • Consistently exceeded client expectations.
  • Strengths in vendor management and cross-functional collaboration backed up by Miscellaneous training.
  • Achieved 80% increase through targeted marketing efforts.
  • Adept at establishing strategic vendor partnerships, increasing destination offerings by 85%, and contributing to business growth and customer retention.
  • Creative problem solver with 9 years of experience processing payroll for 9 employees while adhering to established procedures.
  • A strategic visionary in vacation package pricing analysis, consistently ensuring competitive offerings to drive profitability and client satisfaction.
  • Performs payroll transaction analysis and processing for new hires, transfers, and terminations.
  • Achieved 25% growth in off-season bookings.
  • Achieved recognition with Employee of the Year.
  • Consistently exceeded annual sales targets by 32%, leveraging upselling strategies for premium vacation packages tailored to client preferences.

Accomplishments

  • Designed and launched a referral program that increased client referrals by 70% within 11 months.
  • Collaborated with marketing to design promotions, increasing destination-specific inquiries by 49%.
  • Reduced booking errors by 30% year-over-year by implementing a checklist system, saving 6 hours weekly and improving operational accuracy.
  • Resolved product issue through consumer testing.
  • Increased travel insurance attachment rates by 55% year-over-year by identifying cross-selling opportunities across vacation packages.
  • Managed relationships with VIP clients, resulting in retention rates of 60% over 9 years.
  • Executed direct sales campaigns for vacation packages, resulting in a 72% increase in off-season bookings compared to the previous year.
  • Enhanced team's CRM usage to log interactions and tailored client follow-ups, leading to 82% more successful bookings year-over-year.
  • Developed an annual client feedback survey, utilizing insights to increase repeat customer bookings by 9.
  • Coached entry-level staff in client engagement techniques, resulting in a 65% increase in positive review ratings.

Affiliations

  • American Marketing Association
  • National Tour Association (NTA)
  • Virtuoso Travel Specialist Network
  • Society of Human Resource Management
  • International Association of Administrative Professionals
  • Project Management Institute
  • International Association of Professional Travel Agents (IAPTA)
  • Adventure Travel Trade Association (ATTA)
  • American Society of Safety Professionals
  • Toastmasters

Certifications

  • Sabre Travel Network Certification
  • IATA Air Fares and Ticketing Certification
  • Certified Travel Associate (CTA) by Travel Institute
  • Microsoft Certified Systems Engineer (MCSE)
  • Event Leadership Institute Certification in Event Planning
  • Certified Tourism Marketing Professional (CTMP) by Southeast Tourism Society
  • Destination Specialist Certification by Travel Institute
  • Project Management Professional (PMP)
  • Hospitality and Tourism Management Certificate by American Hotel and Lodging Educational Institute
  • Tourism Management Diploma by International Air Transport Association (IATA)

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