MANAGER CLIENT EXPERIENCE PROFESSIONAL
A passionate and experienced travel professional for over 28 years in providing exceptional customer service in call centre as well as retail sales. As a manager, possesses confidence and patience to effectively communicate with team members. Superior multi tasking abilities when troubleshooting through customer relations issues, maintaining a professional demeanor while researching escalated conflict and resolving issues. History of award-winning performance in sales, problem solving and customer relations. Self motivated, exercises sensible judgement, highly organized and detailed oriented with a proven ability to meet deadlines.
Service Excellence Communication Accountability Education
Problem Solving Product Knowledge Social Media Call Centre
Teamwork Forward Thinking Organization Training
Travel Team Manager 2017 – Present
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Management: Oversee a team of five highly skilled travel professionals working in a fast-paced environment, which involves remote workers as well as in office staff.
Reports and Data support: Prepare weekly reports for sales statistics, cost analytics for corporate head office to manage spending and budgets per department of the organization.Collaboration: Establishing working with other departments to develop and create processes that will enable the team to complete sales in a timely manner being financially responsible for the organization.
Sales: Research, reserve and manage complex travel itineraries in a timely manner for a large staff portfolio of the organization.
Performance Reviews: Conduct by-monthly one on one check in support with team which enables staff to have open communication and growth within the team, as well as facilitates quarterly growth and success plans to ensure that staff have ongoing support of their growth throughout the year and not just at the yearly review.
Communication: Correspond via email, phone and meetings to all departments in the organization to provide precise and concise information regarding travel needs to ensure that all employees travel needs are met with the highest of care and professionalism.
Teamwork: Manage and effectively support a 24-hour staff services phone line to provide support for travellers who need assistance during their business travel.
Branch Manager 2015 – 2017
Sell off Vacations, Toronto
Supervise and manage the daily branch operations of a retail travel agency with gross sales of over $4 million annually. Provide guidance and knowledge to the staff, employee performance reviews which also includes encouragement and empowerment, which resulted in revenue increase of over 38% year over year.
Sales Lead Generation: Organize impactful consumer nights with product suppliers, participate in local community events and trade shows leading to new and stronger relationships with clients and expanding the company footprint and interest in our products and services.
Customer Follow up: Responding to leads via phone or email follow up, to ensure continued engagement resulting in sales and growth for store profitability.
Groups: Organized group reservations from the quote process to the client follow up post travel ranging in size from small wedding groups to large sixty passenger Church affinity cruise groups.
Product Knowledge: Ongoing professional development attending online webinars hosted by preferred suppliers in the industry with respect to new and exciting products and services being marketing to the public, as well as to ensure up to date information with industry leaders.
Supplier Relations: Understanding the development, rapport and maintenance of key sales partners and industry contacts to support continuous growth of our brand keeping with corporate strategy.
Local Marketing: Recognize and develop local marketing for branch location including advertising opportunities, trade show events, as well as in store consumer education and incentives.
Metrics: Reviewing daily phone log reports, daily sales summary and insurance reports to determine where staff can be more productive with incoming calls, not ready times to increase productivity and sales.
Mentorship: Ongoing directing and coaching to staff, assistance with sales strategies, increasing skill sets to enhance the overall growth of business model and personal success achievements.
Groups and Commercial Coordinator 2014-2015
Coordinated group travel requests from the travel trade professionals to provide quotes, reservations and ticketing for our retail product. Assisted the product department in choosing products to promote weekly in print and digital media to consumer.
Administrative: Aided the VP of Sales and Marketing when asked to produce reports and answers to sales and marketing strategy questions and concerns.
Price Negotiation: Liaise and collaborated with marketing team on products and pricing, maintaining the accuracy of promotions and specials on company website by observing and reviewing marketing conditions including analyzing price based on inventory control.
Technology: Adapted to new sales software by learning the back-office CRM, The Travel System (TTS) with respect to creating reservations, reports, ticketing, building and modifying the agency database.
Senior Sales Consultant 2001 – 2014
Successful sales agent working in a fast paced multi branded call centre, servicing a large client base requiring professional advice and guidance for the travel plans which included, but not limited to large groups, affinity travel, family travel to global destinations.
Sales Success: Achieved sales award for success in high sales revenue in six consecutive years in a row.
Industry relations: Attend events, trade shows and product launches being held by business partners to obtain greater knowledge and understanding of the products and services being sold, as well as to strengthen business relationships.
Educational Travel Experiences: Participate in global educational business trips, which provide first hand educational knowledge and experience to destinations, hotels and added values to promote sales in these regions.
Groups: Developed, nurtured and executed group relationships in small and large sizes; ensuring their needs are met from booking process, through to documentation, to post travel follow up in order to maintain client relationships and future business relationships.
Condominium Corporation: President 2008 – Present
Attend regular meetings with other board members to resolve any ongoing issues with residents in the complex, make decisions on contracts, budgets and overall maintenance to the building and satisfaction for the residents.
Charity Volunteer: 2006 – Present
Obtain donations for charity golf tournaments, volunteer on the day of the events, occasionally taking social photographs of the participants and staff for social media production.
Social Blog Writer 2009 – Present
Writing, creating and managing two personal blogs, showcasing my love of food, travel and photography through storytelling.
Professional Development Ongoing
Completed online courses for personal and professional development, for example but not limited to:
Princess cruises, Royal Caribbean, Celebrity Cruise Lines, Avalon River Cruises, Colette Tours, Disney College of Knowledge,
Landmark Forum Graduate Sept 2017
Redefines what is possible. In your relationships, your work, your family, your communities, what matters most to you.