Customer Service Call Center
Resume:
B
Leilani Burns
***********@*****.***
Port Angeles, WA
98362
SUMMARY
Goal-driven Agency Owner offering over 20 years of experience generating business, acquiring customers and meeting demanding sales objectives. Knowledgeable about personal lines, commercial products and financial services.
Enthusiastic travel planner eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Travel requirements. Motivated to learn, grow and excel in the travel industry. Born and raised in Honolulu Hawaii, and well traveled in domestic and international destinations.
SKILLS
Constructive Feedback
Negotiation and Persuasion
Problem Anticipation and Resolution
Industry Expertise
Achieved Proficiency in several GDS
systems, most recently Amadeus
Achieved Proficiency with Client Base
Plus systems
Achieved several industry destination
specialist awards
EXPERIENCE
Travel Agency Owner
Port Angeles, United States
Olympic Travel/ Aug 2020 to Current
Assessed customer needs and developed individualized solutions delivering travel options to customer satisfaction.
Maintained personnel files and regularly conducted audits to verify accuracy of information.
Answered phone calls and e-mails regarding inquiries and arranged meetings for official business.
Travel Advisor
Port Angeles, WA
Susan Parr Travel/ Sep 2016 to Mar 2020
Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for clients. Booked transportation using booking engines and Sabre GDS, made hotel reservations and collected payments to optimize trip planning.
Provided travel brochures and publications to build relationships, drive more traffic and bookings and showcase expertise.
Resolved travel problems, processed complaints and issued refunds to maintain customer satisfaction.
Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service. Researched cruises, airfare options and siteseeing options to best meet client expectations.
Attended training sessions, familiarization trips and site inspections to maintain current industry knowledge and gain insight into tourism trends. Referenced company contracts and rate desk to balance rate and revenue for client and company.
Maintained favorable working relationships with co-workers to foster and promote cooperative working environment.
Leveraged travel industry connections to fulfill client vacation desires for cruise, resort and tour packages.
Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings. Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
Salesperson
Anaheim, CA
Disneyland Resort/ Apr 2012 to Sep 2012
Asked open-ended questions to determine needs and assisted customers in selecting appropriate park tickets, park passes and entertainment options. Worked in call center operations, and fully trained on Disney Park operations. Travel Advisor
Cerritos, CA
CTA Travel/ Jul 2004 to Jan 2009
Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for clients. Booked transportation using booking engines and Sabre GDS, made hotel reservations and collected payments to optimize trip planning.
Provided travel brochures and publications to build relationships, drive more traffic and bookings and showcase expertise.
Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service. Researched cruises, airfare options and siteseeing options to best meet client expectations.
Attended training sessions, familiarization trips and site inspections to maintain current industry knowledge and gain insight into tourism trends. EDUCATION AND TRAINING
High School Diploma
Henry J Kaiser High School
Honolulu, HI
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