Destination Specialist-Europe

• Jul 2022 - Present

Travel Consultant

• Mar 2022 - Jul 2022

Corporate Travel Counselor

• Oct 2021 - Feb 2022

Hanndeled Customer of Royal Bank of Canada  Handling inbound calls from customers to assist with booking their travel needs as well as support merchandise/gift card/rewards point redemption processes (everything from redeeming collected points for the latest tech toy to assisting a customer in lowering their mortgage bill or paying off their credit card with rewards)  Resolve customer inquiries at the first point of contact  Ability to support multiple accounts, each with their own dedicated tools and technology  Usage of telephony system & soft phone application involving precise logging  Educate customers on products, programs, and services such as flights, hotels, gift cards and merchandise  Customer Service escalation handling and first call resolution.  Technical and online navigational support and trouble shooting  Utilize online and internal resources to ensure interactions are accurate and compliant with all business processes aligned with our loyalty program rules and regulations.  Use of multiple tools, booking and redemption platforms  Flight exchanges/refunds/schedule changes/involving manual calculations  Servicing clients across the globe with predominant focus on our clientele within North America  Computer usage (Microsoft proficiency), and internet skills.  Scorecard metrics in place to adequately measure individual and team performance Show less

Assistant Manager – Small Groups Sales & Operations (European DMC)

• Nov 2013 - Aug 2020

Accomplishing customer service objectives by contributing customer service information and recommendations to strategic plans and reviews - Building positive client relationships and maintaining a high client retention rate while; interacting with suppliers, travel agents, Walk-In & Corporate Clients for Sales and providing help and advice using organization’s products and services. - Managing operations for Outbound Department including designing vacation packages, accepting payments, dealing with travel agents and customers, and reporting directly to Senior Manager - Communicating courteously with customers by telephone, email, letter and face to face; resolving any problems or concerns responsible, sending inquiries to management to get business - Creating feedback or complaints procedures for customers to use, investigating and solving customers' problems (complex or long-standing) passed on by customer service assistants - Developing customer service procedures, policies and standards as per the requirements while learning about organization’s products or services and keeping up to date with changes - Meeting customer service financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions. Show less

Assistant Manager

• Jul 2012 - Oct 2013

- Involved in research, identify and target new opportunities through the use of an existing and growing network of relevant contacts in order to develop, grow and maintain business sales plans - Build and maintained relationship with new and existing clients/members in regards to travel products and planning trips - Monitored department-wide processes and leading customer satisfaction survey analysis for checking service levels, quality, consistency, and opportunities for improvement - Worked with Entry Level Travel Agents and Inside Customer Service Agents to ensure all related correspondence with clients/members is completed. - Maintained and utilized product knowledge and customer service expertise to ensure client/member needs are met and identify new ways to improve travel industry standard. - Provided accurate forecasts and reports on activity and sales performance as and when required. - Developed creative opportunities which will open the door for Surge Travel’s products and services. Show less

Team Lead

• Jan 2006 - Jul 2012

- Accountable for customer service department and ensured the company or corporation delivers the highest level of customer service possible - Evaluated Customer needs and matching the right product for them by providing help and advice to customers using organisation's products or services - Maintained accurate records of discussions or correspondence with customers - Handled corporate and walk-in clients queries. - Maintained files, records, make various bookings related to inbound & outbound tours and domestic operations - Participated in meetings with other managers to discuss possible improvements to customer service. - Investigated and resolved customers' complex problems or long-standing problems that have been passed on by customer service assistants - Analyzed statistics or other data to determine the level of customer service provided by organisation. - Request customers to provide feedback on customer service experience. Show less