Brenda Latham
Ste. Adèle,Canada
Summary
Professional customer service representative prepared for delivering high-quality support in fast-paced call center environment. Proven ability to address customer inquiries and resolve issues efficiently, enhancing client satisfaction. Known for strong team collaboration and flexibility in adapting to changing circumstances, with key skills in active listening and effective communication.
More than 20 years of experience.
Overview
24
24
years of professional experience
Work History
Call Agent
Les Sommets De La Vallée
12.2021 - 04.2025
- Give general information and reserve Ski School lessons
- Provided exceptional support to customers with accurate information on products, services, and policies.
- Delivered personalized assistance by attentively listening to customer concerns and empathizing with their situation.
- Mentored junior agents, fostering a collaborative environment that encouraged skill development and teamwork.
- Retained valuable customers by offering suitable solutions that addressed their needs and concerns.
Hotel Reservations Agent
Hotel Mont Gabriel
06.2018 - 03.2020
- Managed reservation systems to ensure accurate booking information and guest satisfaction.
- Coordinated with various departments to fulfill special guest requests and preferences.
- Resolved guest inquiries and issues promptly, maintaining high service standards.
- Assisted guests in selecting suitable accommodations based on their preferences and budget.
- Enhanced guest satisfaction by efficiently managing reservations and providing accurate booking information.
- Coordinated closely with front desk staff to communicate special requests or requirements from guests prior to arrival.
- Managed large call volumes, maintaining professionalism and attention to detail under pressure.
Travel Consultant
Sears Travel, CAA Quebec, Club Voyages
11.2000 - 05.2018
- Developed customized travel itineraries based on client preferences and budget constraints.
- Provided expert advice on travel regulations, visa requirements, and destination specifics.
- Built strong relationships with clients through exceptional communication and personalized service.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Kept up-to-date with industry trends and destination information, enabling informed advice for client travel planning.
Education
DEP - Travel Consultant And Tourism
Centre De Formation Professionnel Paul-Émile Dufresne
Laval, QC01.2001
High School Diploma -
Laurentian Regional High School
Lachute, QC06-1975
Skills
- Fluent in English and French
- Call center experience
- Clear communication
- Communicating with clients
- Appointment scheduling
- Attention to detail
- Reliability
- Active listening
- Empathy and patience
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Call Agent
Les Sommets De La Vallée
12.2021 - 04.2025
Hotel Reservations Agent
Hotel Mont Gabriel
06.2018 - 03.2020
Travel Consultant
Sears Travel, CAA Quebec, Club Voyages
11.2000 - 05.2018
DEP - Travel Consultant And Tourism
Centre De Formation Professionnel Paul-Émile Dufresne
High School Diploma -
Laurentian Regional High School
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