JENNIFER BROOMES

5 Biggin Court, Apt. 405, North York, Ontario M4A 1M2

647 767 5753         jbroomes042002@yahoo.com

OBJECTIVE:  To obtain a Leisure Travel Counsellor where I can use my ability to determine specific clients’ needs and provide a high level of professional customer service
QUALIFICATIONS

·         2 years of professional experience as a passionate Travel Consultant, Travel Counsellor and Passenger Agent and prior experience in the Financial industry

·         Over 10 years of Customer Service and Sales experience, strong sales skills and lead generation, excellent customer service skills providing satisfaction by determining and meeting customer needs

·         TICO Certified               , Travel and Tourism Diploma, Professional Tour Operator Certificate, Customer Service and Call Centre Certificate

·         Experience is Travel Agency Operations and assisting customers  to make travel arrangements

·         Experience selling travel products and using Amadeus, Apollo reservation and system Skylink for International and Domestic travel, familiar with Saber.

·         Ability to use good judgment, to manage confidential information, and to investigate and resolve customer complaints in a timely effective manner

·         Comfortable working independently and as part of a team, always meeting deadlines

·         Skilled in assisting customers  in selecting and deciding the best travel arrangements to match individuals and group needs, retain a valid class G Ontario License with 0 demerit points

·         Awareness of the importance of managing confidential information

Computer Skills: Amadeus, Apollo Reservations System, GDS, Skylink, Sabre, Microsoft Office–Word, Excel, PowerPoint, Internet Research, email, Outlook

RELEVANT SKILLS AND EXPERIENCE

TRAVEL COUNSELLING

·         Assisted clients with travel requirements in person. over the phone and via email

·         Advised clients on suitable options for domestic or international destinations, tours, accommodation, transport, insurance and fares.

·         Booked International and Domestic travel, accurately sold travel products using Apollo and Skylink reservation system and issued tickets and relevant documents

·         Provided up to date advice on travel regulations including visa and medical requirements, baggage limits, safety and local customs

·         Modified existing bookings to match a change in clients’ circumstances

·         Provided advice on destinations, confirmed clients bookings using Apollo GDS System and Skylink

·         Prepared customized itineraries to suit the clients’ preferences and budget

·         Assisted customers  in selecting and deciding the best travel arrangements to match individual and group needs and offered clients the best options for travel

·         Researching destinations and kept up to date with travel industry news

·         Participated in ongoing training with other team members and management

CUSTOMER SERVICE and SALES

·         Investigated and resolved customers complaints and travel issues in a timely manner in a timely manner

·         Assisted customers with billing inquiries, researched any discrepancies, provided satisfactory resolutions and made adjustments on accounts

·         Reviewed accounts and made necessary adjustments according to company guidelines

·         Maintained a high level of product  knowledge using available company resources

·         Introduced customers to products and services and explained prices service charges

·         Provided strong customer service with the ability to communicate excellent in person and over the phone

JENNIFER BROOMES   647-767-5753             jbroomes042002@yahoo.com                                                          Pg. 2
CUSTOMER SERVICE and SALES continued….

·         Provided high quality professional customer service to the travelling public

·         Answered passengers questions and address any concerns in a timely manner

·         Issued boarding passes and directed passengers to boarding gate assisted disabled passengers on and off aircraft, performed accurate passenger count, prepared flight report and close off flight

·         Assist passengers with special needs such as disabled and wheelchair passengers and unaccompanied minors

ADMINISTRATION

·         Use good judgment to manage confidential information

·         Followed oral and written instructions,  policies and procedures and demonstrated an aptitude to learning complex information

·         Managed workflow, prepared travel itinerary, issued invoices for individual clients, and groups

·         Used time management and organization skills to accurately complete projects on time

·         Set up check-in counter and processed passengers for flights, weighed and tagged baggage, assigned seats

·         Verified passengers required travel documents at the counter and gate Passport, Visas and other required documents

·         Made departure announcements and ensured all passengers were informed about flight delays by making announcement throughout airport terminal, used two way radio for immediate communication

·         Monitored carry-on luggage and operated jet way bridge for aircraft door

EXPERIENCE

Independent Travel Agent, Narat Travel                                                                                                       Apr.-Oct. 2018

Inbound Customer Service Retention, S&P Data  Rogers                                                                 Jun-Oct 2018

Collections Officer Inbound & Outbound, TCR                                                                                        Apr-Jun 2018

Travel Consultant -Leisure Travel, Personalized Service, Exquisite Travel                                    Oct-Nov 2017

Accounts Service Representative, National Home Services, Toronto                                             Sept 2013-Oct 2014

Customer Service Representative, Zedd Customer Solutions, Toronto, ON                                                Sept 2011–Mar 2012

Customer Service Representative, One Contact Inc., Toronto, ON                                                  Jan–Aug 2011

Passenger Agent, Hudson General Aviation Services, Toronto, ON                                                     Mar 1992-Jul 1993

Travel Counsellor, Sunshine Travel Agency, Toronto, ON                                                                      Sept 1991-May 1992

EDUCATION

TICO Certified                                                                                                                                                                               2017

Professional Tour Operator Certificate – Tourism Ontario                                                                               2013

Customer Service Standard Certificate Training Elections Ontario                                                               2010

Customer Service & Call Centre Certificate                                                                                                 1997

Communication Technology, Computek College                                                                                             1997

Travel and Tourism Diploma Toronto School of Business                                                                     1998

VOLUNTEER EXPERIENCE

Tourism Services, Economic Development & Culture Division

Canadian International Air Show (CNE) Transportation Division Valid Ontario Driver’s license

Canada Day Ministry of Citizenship & Culture

References Available Upon Request