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Lisa ****** Senior sales and customer experience professional

Toronto The Lisa Chronicles Blog LinkedIn Intsagram Lisa-Silver-Resume-July-19.docx
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To contact this candidate email lisasilver@rogers.com

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CORE COMPETENCIES

Customer Service – Advocate for the customer and successfully executed service and support throughout their experience at all levels of the organization, from initial enquiry, pre travel and post travel follow up.

Sales Influencer – Award winning travel sales professional with over 29 years of experience in various working sales environments including but not limited to fast paced multi-branded telephone contact centres, store front retail and online platforms.

Contact Centre – Effectively supported calls in a contact centre environment for over 20 years with proven success with inbound calls, overflow calls in a branch setting as well as supporting an online chat platform via company website.

Advocate – Strength, inspiration and accountability to staff to be encouraging while providing coaching and evaluation, assisting with training opportunities and fostering their growth in employee motivation, recognition and development.

Leadership – Uses critical thinking skills, soliciting information while researching guest service-related concerns to determine, and assist with resolutions, both written and oral, in an effective and timely manner.

Public Relations – Possesses confidence and patience to effectively communicate with guests and customers from diverse cultural backgrounds in both call centre and front facing interpersonal communication environments.

Organization – Developed strong skills for multi-tasking by working in fast paced, multi-branded call centres, retail agencies and high-level corporate travel department for large Canadian charity.

PROFESSIONAL EXPERIENCE
Corporate Staff Travel Manager                                                                             2017 – 2019

Me To WE

WE is a motivational movement that brings people together and gives them the tools to change the world. Get involved with your family, school, company or as an individual. WE makes doing good, doable. WE has global goal of mentoring and changing the way of thinking from ME to WE.

Team Management: Successfully supervised a team of highly skilled travel professionals working in a fast-paced environment, with multiple responsibilities and duties within team office environment which included remote workers as well as in office staff.

Brand Culture: Understood, articulated and able to communicate to the purpose of the organization and corporate strategy, its benefits, global functionality and overall benefits of corporate successes.

Operation Support: Managed and effectively supported a 24-hour staff services phone line to provide solution focused travel support, advice and continue to strengthen the relationship trust for staff who need assistance during their business travel.

Reports and Data Support: Executed the preparation of weekly reports for sales statistics, cost analytics for corporate head office to manage spending and budgets per department of the organization.

Collaboration: Cooperate with other high touch departments to develop and create processes that will enable the team to create complete sales processes in a timely manner being financially responsible for the organization.

Performance Reviews: Conduct by-monthly one on one check in support with team which enables staff to have open communication to emphasize empowerment, teamwork and improvement 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 employee’s annual review.

Retail Branch Manager                                                                                            2015 – 2017

Sell off Vacations, Toronto

Supervise and manage the day to day operation 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: Developed and implement 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.

Brand Content: Understood directives from corporate head office on effectively promoting the brand strategies to increase sales and drive business to the store by social media posts and tweets, flyers and instore marketing as well as seeking outside sales opportunities.

Metrics: Reviewed 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: Supervised, motivated and trained staff, ensuring building and coaching opportunities with staff, assistance with sales strategies, increasing skill sets to enhance the overall growth of business model and personal success achievements.

Product Knowledge: Participated in professional and technical ongoing development attending seasonal product launches, online webinars hosted by preferred partner 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.

Groups and Commercial Coordinator                                                                    2014-2015

CanJet Vacations

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: Produce timely reports as per request of vice president of sales and marketing to assist and develop business 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

Travelbrands Retail

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 firsthand 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.

PERSONAL INTERESTS
Landmark Forum Graduate                                                                                       Sept 2017

Redefines what is possible. In your relationships, your work, your family, your communities, what matters most to you.

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.