Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Cheryl Sutherland

Etobicoke,ON

Summary

Certified Travel Agent with experience in advising clients on their travel needs while delivering exceptional customer service. Seeking to work in a fast-paced environment leveraging excellent communication and organizational skills with an eye for detail and ability to multi-task. Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance. Effective advisor communicates well with people of all ages and backgrounds. Excellent eye for detail enabling quick identification of areas for improvement and suggesting strategies to help businesses reach goals. Focused on introducing efficient systems and processes.

Overview

11
11
years of professional experience

Work History

Professional Travel Designer/Special Destination

Travel Edge Group/Navigatr
03.2022 - 11.2023
  • Achieved company sales targets and goals
  • Upheld Travel Edge luxury standard of service and experience throughout all interactions
  • Developed and maintained customer leads both in-store and through a direct team
  • Operated within company standards in areas of customer service, productivity, quality standards, and operating procedures
  • Utilized preferred vendors to reduce client costs and maximize profit for company
  • Acted as ambassador for Travel Edge, building relationships with customers, suppliers, and growing professional network.
  • Plan, sell, and coordinate luxury private-guided tours for our customers
  • Provide expert advice and work closely with customers and service providers to create the ultimate travel itinerary for each of your client
  • Responsible for customized packages when specialized services and/or accommodations exceeded set limit set by company
  • Handle negotiations, objections, and identify additional business opportunities.

Special Services/Reservations Agent

Jonview Canada
09.2018 - 03.2022
  • Worked with domestic and international travel agents to book special services and/or accommodations with suppliers not included in our brochure and/or contracted with Jonview Canada
  • Maintained and managed 40 to 50 inquiry communication between agent(s) and supplier(s) via email and phone
  • Responsible for customized packages when specialized services and/or accommodations exceeded set limit by company
  • Supplied and kept track of payments, when necessary, for suppliers not contracted with Jonview Canada.

Customer Support Officer

Hopper
01.2017 - 06.2017
  • Received inbound calls for mobile flight app which involved using three different central reservations systems (CRS) simultaneously to resolve passenger's requests for name changes, date changes, refunds, and future travel credits
  • Maintained call and email levels for customer support (average 40 to 50 per day).
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries by determining fare rules for tickets purchased and following those rules to advise customers of what options were available to them.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Asia Specialist

Goway Travel
08.2015 - 08.2016
  • Worked with travel agents to book set vacation packages, built flexible independent tour packages, and customized packages for passengers interested in travelling to Asia.
  • Maintained quotes, existing bookings, and central reservation system queue with follow up to travel agents and suppliers.
  • Provided continuous assistance and customer support with help of travel agent partners prior, during, and after travel commencement.
  • Met and exceeded varying monthly sales targets and quotas, while providing optimal customer service.

Senior Travel Consultant

Selloffvacations.com
09.2012 - 08.2015
  • Conducted comprehensive destination research to provide clients with up-to-date information and expert advice on travel options.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.

Education

Court Support Services

Centennial College of Applied Arts And Technology
Scarborough, ON
04.2018

Tourism -Travel Studies

Toronto School of Business
Toronto, ON
12.1994

Hotel, Resort And Restaurant Management

Toronto School of Business
Toronto, ON
12.1993

Skills

  • Communication
  • Time Management
  • Problem Solving
  • Customer Service
  • Relationship Management
  • Critical Thinking
  • MS Office
  • Organizational Skills
  • Multitasking Abilities
  • Conflict Resolution
  • Data Entry
  • Interpersonal Communication

References

Available upon request.

Languages

English
Native or Bilingual

Timeline

Professional Travel Designer/Special Destination

Travel Edge Group/Navigatr
03.2022 - 11.2023

Special Services/Reservations Agent

Jonview Canada
09.2018 - 03.2022

Customer Support Officer

Hopper
01.2017 - 06.2017

Asia Specialist

Goway Travel
08.2015 - 08.2016

Senior Travel Consultant

Selloffvacations.com
09.2012 - 08.2015

Court Support Services

Centennial College of Applied Arts And Technology

Tourism -Travel Studies

Toronto School of Business

Hotel, Resort And Restaurant Management

Toronto School of Business

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Cheryl Sutherland