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Skills

  • Fare negotiation
  • Problem resolution
  • Client Retention Strategies
  • Customer service
  • Travel research
  • Customer engagement strategies
  • Inventory management systems
  • Travel insurance
  • Customer service excellence
  • Client needs assessment

Work Experiences

  • Addressed clients' specific financial constraints.
  • Addressed delayed itineraries and accommodation errors.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Conducted quality assurance checks on itineraries.
  • Achieved an average rating of standard/5 on category.
  • Analyzed competitor pricing.
  • Built a referral program.
  • Built long-term client relationships.
  • Looked for industry trends on social media and through online sources.
  • Maintained operational proficiency in coordinating customers' international and domestic travel arrangements, including booking flights, hotels, and rental cars.

Summaries

  • Achieved 2% growth in group bookings.
  • 8 years of experience.
  • Vacation Planning Counselor with 14 years of successful vendor management and risk assessment experience.
  • Assessed client needs.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adept travel consultant experienced in deploying new CRM systems, significantly improving client response times by 5% and boosting overall customer service efficiency.
  • A true go-getter with exceptional interpersonal skills.
  • Achieved Excellence Award for outstanding customer engagement.
  • Achieved consistent 29% growth in repeat business.
  • Achieved a 3% retention rate for valuable clients.

Accomplishments

  • Contributed to a project that restructured the company's booking system, reducing booking process time by 7% and increasing customer satisfaction.
  • Coordinated group travel arrangements for events, securing special rates and saving clients an average of $13,000 per booking.
  • Trained and mentored junior staff in handling high-volume customer inquiries, resulting in a 82% improvement in overall team efficiency.
  • Worked closely with marketing teams to promote vacation packages, driving a 72% spike in booking inquiries during peak seasons.
  • Identified and recommended upsell opportunities on transportation and accommodation, increasing average booking revenue by $153,000.
  • Resolved escalated client issues efficiently through CRM tools, achieving a 77% increase in client retention among dissatisfied customers.
  • Resolved product issue through consumer testing.
  • Collaborated in developing CRM custom workflows to prioritize high-value clients, reducing customer churn by 18%.
  • Developed individualized travel itineraries for high-profile clients, resulting in a 11% retention rate over 2018.
  • Created and maintained a destination knowledge base for internal use, reducing response times by 32% and improving customer satisfaction.

Affiliations

  • Society of Women Engineers
  • World Travel and Tourism Council (WTTC)
  • Society for Incentive Travel Excellence (SITE)
  • Professional Convention Management Association (PCMA)
  • Association of Corporate Travel Executives (ACTE)
  • Association for Computing Machinery
  • Global Business Travel Association (GBTA)
  • Association of Independent Tour Operators (AITO)
  • Customer Service Excellence Certification – framework
  • Society of Travel and Tourism Educators (STTE)

Certifications

  • Certified Public Accountant
  • Travel and Tourism Professional (TTP) Certification
  • Customer Experience (CX) Certification
  • Certified Sandals Specialist (CSS)
  • Certified Vacation Planner (CVP)
  • Certified Tour Director (CTD)
  • Eco Tourism Certification by Cedar Works
  • Certified Travel Associate by the Travel Institute
  • Apple Certified Associate (ACA)
  • Travel Safety/Security Certification

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