Travel Consultant Customer Service

COREY HERRICK

Manchester, CT ***** 860-***-**** *****.********@*****.***

Professional Summary

Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. Sales-oriented travel expert with excellent administrative skills and experience working for well-known agencies. Proven expertise in customer service and in resolving conflicts. Provide exceptional service and quality obtained from years of hands-on experience in corporate travel industry. Experienced Senior Travel Consultant offering 25 plus years of experience dedicated to boosting customer service excellence with detail-oriented approach and dedicated follow- through. Assess current systems with critical eye to develop efficiency-boosting enhancements. Well-organized and highly analytical problem solver. Skills

Account updates

Hotel accommodations

Itineraries

Executive travel

Company guidelines and procedures

Personnel training and development

Budgeting and reporting

Inter-department collaboration

Travel agency accounting

Skilled trainer

Customer Relations

Mentoring and training

Adherence to high customer service

standards

Exceptional interpersonal communication

Customer-focused

Training and mentoring

Work History

Senior Travel Consultant, Customer Experience 05/1996 to Current Adelman Travel Group A BCD Company – Milwaukee, WI Motivated and performance driven Senior Consultant with work experience in several departments. Extensive comprehension knowledge in Travel and Hospitality industry. Possesses exceptional communications, organizational and leadership capabilities. Energetic and results- focused with success in customer service, training staff, call center type environment, running monthly client reports and some accounting duties. Introduced higher standards for customer service and increased efficiency by streamlining operations.

Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness.

Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction. Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.

Followed through with client requests to resolve problems. Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media. Completed special projects by using effective decision making, critical thinking and time management skills.

Decreased downtime by training over 50 employees on company products and sales strategy. Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements. Resolved financial inconsistencies through collection of outstanding fees, management of refunds and delivery of travel documentation.

Discussed security issues and protocols with individuals traveling to highly insecure countries or areas.

Resolved customer complaints while prioritizing customer satisfaction and loyalty. Maintained extensive knowledge of company products to recommend items that aligned with customer needs.

Utilized telephone, online chat and email platforms to deliver outstanding customer service. Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.

Documented all customer interactions in internal database to maintain customer service history details.

Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships. Booked reservations for travel, hotels, rental cars and special events such as tours and excursions.

Responded to clients' questions, issues and complaints and implemented appropriate solutions.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.

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

Communicated with clients to confirm itineraries, including methods of transportation, cultural standards, currency exchange and travel regulations. Travel Consultant 01/1995 to 08/1996

Executive And Leisure Travel – West Hartford, CT

Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.

Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.

Completed accurate reservations for business travelers at point of sale. Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings. Education

Travel And Tourism 05/1996

Goodwin College - East Hartford, CT

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