Customer Service Sales

MELANIE IVERSON

dquw5w@r.postjobfree.com

I am a dynamic, results oriented problem solver with a successful track record of improving overall customer satisfaction. I am articulate and persuasive in dealing with a diverse and global client base. I consistently exceed expectations, while maintaining a customer focused and sales oriented attitude. I have strong decision making and leadership skills. I take initiative, and successfully execute goals while always maintaining a high level of professionalism.

WORK EXPERIENCE

CONSULTING & CONTRACT

2010 – Present

Competencies: Global & Local Initiatives - Sales/HR/Account Implementation/Operations

• Working with companies & individuals to establish sales and marketing plans

• Helping global company market Alaska cruise programs

• Helped create recruiting initiatives (new & existing employees)

• Provided insight and suggestions into new hiring initiatives for foreign workers

• Provided solutions for integration of a diverse work force into the existing workforce

• Created, implemented and monitored a new employee compensation plan

• Provide assistance to overseas clients on how to access North American markets

Vision 2000 Travel Group/UNIGLOBE Travel

2005 – 2010 (Annual sales volume $90M, 75 employees)

Director – Sales & Business Development (Domestic & Global experience)

Direct Reports: 10

Competencies: Operations/Sales/Customer Service/HR/Recruiting/Business Development

• Accountable for all verticals within the division

• Established a domestic and global network

• In charge of day-to-day operations of the department

• Responsible for creating yearly business plan and annual budget forecasting

• Account Management of all customer relationships within the verticals

• Researched, sourced, developed and acquired new business

• Responsible for department marketing and advertising campaigns

• Realized department budget and sales goals

• Responsible for client retention initiatives and attracting new clients

• Negotiated and implemented all contracts within the division

Cruise Connections Canada – Vancouver

2004 – 2005

Sales Manager)

Direct Reports: Up to 20

Competencies: Cruise Sales/HR/Recruiting/Customer Service

• Responsible for attracting/recruiting new talent for sales positions

• Managed and developed all cruise sales staff

• Responsible for managing relationships with vendors

• Responsible for all customer service issues

CONSULTING & CONTRACT

2003 – 2004

Competencies: Sales/HR/ Recruiting/Human Services/Marketing/Operations

Worked with several clients as follows:

• Assisted in the successful completion of an important QA project

• Created a sales and marketing plan for an industrial/manufacturing business

• Successfully recruited (hard to fill) industrial/trade positions

• Found a creative solution for challenging recruiting initiative

• Created, implemented and monitored a new employee compensation plan

• Provided new employee orientation, QA programs and harassment training

• Researched and assisted with the implementation of a new employee workforce initiative - working with local & provincial government agencies - manufacturing

UNIGLOBE TRAVEL

1994 – 2003

Manager Reservations and Human Resources Director

Direct Reports: Up to 40 (Sales Agents & Support Staff)

Competencies: Sales/HR/ Recruiting/Account Management/Customer Service

• Responsible for the realization of annual sales and revenue goals

• Responsible for maintaining, negotiating and monitoring all contracts

• Responsible for executing annual business plan objectives

• Responsible for building and maintaining vendor relationships

• Staff training including – sales, support & admin staff

• Account Implementation

• HR functions within the business unit

• New employee orientation

• Day-to-day operations of the business unit

• Responsible for all customer service issues

• Implementation of global corporate account strategies

• Created and maintained good corporate relations (both internally & externally)

• Responsible for managing off site locations across Canada & USA

EDUCATION AND PROFESSIONAL EXPERIENCE

• Diploma in Travel & Tourism (graduated with honors)

• University of Saskatchewan Bachelor’s Degree (in progress)

• Dale Carnegie Courses– How to win friends and influence people

• Morgan Consulting – Sourcing and Recruiting training

• Completed “The color of Sales” training and workshop

• Completed “Wowing Customer’s” workshops

• Various volunteer & community based projects

TRAVEL & CRM SYSTEMS

• GDS Experience - Sabre & Apollo & Amadeus

• Booking Tools – GetThere, KDS

• CRM Systems – GDSX Compleat & Client Base

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