ELBA M MARTIN

ade237@r.postjobfree.com 813-***-**** Riverview, Fl 33578

Summary

Insightful and dedicated Travel Agent with exceptional customer service, time management and problem-solving abilities. Multilingual and extensively traveled with a focus on building long-lasting relationships to drive sales. Performance-focused professional with an articulate and collaborative nature. Seeking a new role in a customer service and team-oriented environment and providing dynamic service and quality obtained from years of hands-on experience.

Skills

Administrative tasks

Requirements gathering

International reservations

Travel arrangements

Leisure travel

Quoting and estimating

Client networking

Credit card payments

Time management

Relationship management

Regulations and compliance

Experience

Independent Contractor, Travel Agent Avoya Travel Inc, Grace, INC - Fort Lauderdale, FL 04/2014 - 06/2020

Responsibilities:

Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.

Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.

Increased bottom-line revenue, monitoring travel competitor activity to maintain most competitive rate.

Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.

Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.

Asked open-ended questions to best understand client needs and determine best travel offerings.

Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.

Promoted product branding initiatives, ensuring travel brochures and promotional literature are displayed prominently.

Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently.

SENIOR TRAVEL CONSULTANT AAA AUTO CLUB 04/2006 - 11/2013

Modified existing tickets and reservations to provide clients flexibility in travel while advising on penalties and cancellation fees to find optimal solutions within company policies.

Provided comprehensive experience to clients by booking airfare, hotel and car rental arrangements suitable for client needs to achieve best available value.

Conversed with customers requesting service to identify and meet travel needs complementary to requested services, including limousine rentals and local destination recommendations.

Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.

Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.

Education and Training

SPETEMBER 1972 TO JUNE/1975) DIPLOMA

KEAN UNIVERSITY - (SEPTEMBER 1975 TO JUNE 1979) DEGREE/ DIPLOMA: MASTER'S IN MARKETING

VISTA TRAVEL SCHOOL - 2 YEARS COURSE DEGREE/ CERTIFICATION OF COMPLETION OF AIRLINE AND TOURISUM COURSE.