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Skills

  • Time management skills
  • Airline and hotel reservation systems
  • Operational improvement
  • International travel regulations and policies
  • Customer service
  • Transportation information
  • Travel Budget Management
  • Cultural Sensitivity and Awareness
  • Budgets
  • Telephone reservations

Work Experiences

  • Achieved a client retention rate of 59%.
  • Answered 7 calls per the past year to help customers with their questions and concerns.
  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Achieved zero cancellations.
  • Cut file retrieval time by 76%.
  • Developed a comprehensive training manual for handling reservations, reducing onboarding time for new staff by one year.
  • Collaborated with a team of 13 agents.
  • Ensured accuracy.
  • Coordinated government travel reimbursements of up to $7, expediting the claims process and ensuring accuracy.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Team leadership expertise and 5 years of experience are ready to be put to use.
  • Client-focused travel expert.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved zero cancellations.
  • Offering 16 years of Miscellaneous experience.
  • To achieve positive outcomes, works to answer all questions from guests via phone or email.
  • Hardworking and good at selling over the phone.
  • Ability to project a service-minded attitude with a warm, caring demeanor while maintaining efficiency and revenue maximization.
  • Achieved annual savings of $6 for corporate travelers.
  • Achieved results within one year.

Accomplishments

  • Handled urgent, last-minute travel changes and rebookings, reducing trip cancellations by 28% while maintaining client satisfaction.
  • Resolved product issue through consumer testing.
  • Developed strong relationships with major airlines and hotels, securing exclusive discounts and promotional rates for agency clients.
  • Provided exemplary customer service to travelers, resolving travel-related issues efficiently, leading to a 40% reduction in complaints.
  • Generated detailed travel reports leading to an annual cost-saving strategy of up to $12 for corporate clientele.
  • Efficiently processed 16 travel reservations monthly, meeting targets during peak travel periods and leading to an uptick in customer satisfaction.
  • Managed all travel logistics for VIP clients, coordinating personalized experiences and securing upgrades with top concierge services in Boston.
  • Reduced back-office errors in travel documentation and finance management by 65% through in-house team training and new process implementation.
  • Created marketing strategies to attract family vacation clients, resulting in a 40% increase in bookings for seasonal travel.
  • Collaborated with team of 4 in the development of process.

Affiliations

  • Cruise Lines International Association (CLIA) Membership
  • Institute of Travel Management (ITM)
  • Travel Agent Training Association (TATA)
  • Destination Management Companies Network (DMCN)
  • World Travel & Tourism Council (WTTC)
  • International Congress and Convention Association (ICCA)
  • Society of Incentive Travel Excellence (SITE) Certification
  • National Tour Association (NTA)
  • Association of Corporate Travel Executives (ACTE)
  • Society of Human Resource Management

Certifications

  • American Express Travel + Lifestyle Services Certification
  • Destination Specialist Certification - The Travel Institute
  • Travel Database Management Certification - ServiceNow
  • Certified Leisure Travel Specialist - Brightline
  • Project Management Professional (PMP) – Travel and Meeting Logistics Focus
  • Emergency First Responder (EFR) Certification
  • Visa Coordination and Immigration Compliance Specialist Certification
  • Galileo Certified User - Travelport
  • Certified Meeting Planner (CMP) - Events Industry Council
  • CompTIA A+ Technician

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