Customer Service Human Resources

Donna Robinson

** ********* ***** ******* ** L*B 0M4 *********@*******.*** 416-***-****

Attention: Human Resources

I would like to thank you for providing me the opportunity to apply for a position as an integral team player with your company. I am interested in applying for any and all positions that suit my qualifications, allowing me to demonstrate my desire and proven ability to become a team player and provide exceptional customer service with your company.

I know that my twenty years of success in the client services industry, analyzing, and respond to customer queries, will help raise customer satisfaction levels and enhance desired service levels for your company. I have over twenty years of successful experience in customer relations, and I am proficient in MS Office (Excel, Word, and PowerPoint). I am self-directed, committed, action oriented, full of energy, and have strong coaching and leadership skills. I am self-motivated and confident in making independent decisions, and also diverse in team spirited work.

I am an ambitious learner who is flexible and able to set priorities in a multi-task environment. My high energy, initiative, and dedication to performance excellence will ensure my success within a team environment.

I would welcome a personal interview to further discuss this position. I am confident that the outcome would be beneficial to your company. You may contact me at

416-***-****.

Sincerely,

Donna Robinson

Enclosure: Copy of my Resume

Donna Robinson

19 Newfields Drive Markham ON L6B 0M4 *********@*******.*** 416-***-****

Objective

To utilize my managerial, communication and business expertise in a role focused on building symbiotic relationships with your corporation.

Relevant Skills and Expertise

• Detail-Oriented, highly organized and trustworthy

• Work well under pressure, able to prioritize and meet tight deadlines

• Proficient use with travel industry technology such as Sabre, Leisure Link/Direct Tours and Net fares Online

• Advanced knowledge of MS Office

• Energetic, patient and diplomatic

• Excellent customer service skills able to handle client issues and complaints by identifying key elements and the information required to resolve it

Education and Training

Canadian Travel School

Toronto, Ontario

Graduated diploma course in Travel and Tourism

TICO Certification

Seneca College

Toronto, Ontario

Achieved diploma in Business Management and English

Previous Experience

Black Tie Travel and Entertainment Toronto, ON

Travel Consultant Present

• Maintain and nurture relationships with high profile clients

• Provide exceptional customer service via phone and email

• Work with itinerary specialist to draft complex F.I.T itineraries

• Manage travel product bookings including air, cruise, hotel and packages

Carlson Marketing Group Toronto, ON

Travel Consultant May 2003- April 2010

• Plan and sell transportations, accommodations, insurance and other travel services

• Cooperate with clients to determine their needs and advise them of appropriate destination, modes of transportation, travel dates, costs and accommodations

• Provide relevant information, brochures and publications (guides, local customs, maps, regulations, and events) to travellers

• Book transportation, make hotel reservations and collect payments and fees

• Use promotional techniques and prepare promotional materials to sell itinerary tour packages

• Deal with occurring travel problems, complaints and refunds in a swift time matter

Previous Experience Continued

• Attend travel seminars to remain updated with tourism trends

• Enter data into our software and maintain client files

• Network with tour operators

• Maintain statistical and financial records

• Meet profit and sales targets

Handa Travel, Toronto Ontario,

Manager October 2002 – Feb 2003

• Provided day-to-day coaching, direction and leadership to Travel Counselors. Including real time management of resources; performance management and development; facilitating team meetings; escalation resolution and response

• Implemented and tracked appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness

• Mentored, coached and developed team members to achieve higher levels of performance and job mastery

• Issued and exchanged tickets, MCO's and refunds according to BSP standards

American Express Vacation Travel Services, Markham, Ontario

Team Leader September 2000 – April 2002

• Lead On-Boarding Program to train develop new travel counselors joining American Express Vacation Travel Services

• Inspired and motivated travel counselors with the implementation of various incentive programs to increase team engagement

• Managed travel schedules, customer relation issues, accounting procedures and training documents

• Issued and exchanged tickets, MCO's and refunds according to BSP standards

Extra Mile Travel, North York, Ontario

Vacation Specialist May 1997 - June 2000

• Provided literature and information to clients concerning local, inter province and international tours, travel routes, accommodation, local customs, fares, and travel regulations

• Discussed client requirements and advised on suitable options

• Planned, prepared and cost itineraries (travel plans) for clients

• Made travel, accommodation and related bookings

• Confirmed bookings and notified clients of luggage limits and insurance, medical, passport, visa and currency requirements

• Issued tickets for travel, accommodation vouchers and all relevant documentation

• Collected payments and maintained records of transactions

• Assisted with changes to travel arrangements and bookings where require

References Available Upon Request

Contact this candidate