Danica Eum
Bradford,ON
Summary
Results driven professional with 8+ years of experience in managing high value client portfolios in consultative settings. Expertise in relationship management, leading complex projects, and resolving escalations to enhance customer retention. Strong background in leadership and performance management, with proficiency in Salesforce CRM to drive client success in technology sectors.
Overview
10
10
years of professional experience
Work History
Travel Specialist
Downunder Travel
Toronto, Ontario
11.2023 - Current
- Customer Relationship Management: Utilized 8+ years of experience in nurturing and managing high value client relationships, functioning as reliable consultant to foster loyalty and secure exceptional customer satisfaction (CSAT) and retention.
- Escalation and Project Management: Expertly manage complex, time sensitive escalations and service disruptions, implementing rapid response solutions to minimize churn risk while consistently delivering high quality, complex projects on prioritized deadlines.
- Technical Proficiency & Client Consulting: Versatile subject matter expert proficient in steering clients through complex solutions and swiftly acquiring new technical platforms (e.g., SABRE, AMADEUS), positioned to adapt skills to CRM/CS software.
Travel Specialist
Goway Travel
Toronto, ON
01.2022 - 11.2023
- Conducted deep-dive needs assessments to accurately define client requirements and translate them into customized, high-value solutions.
- Managed account profitability by strategically calculating service costs and optimizing package components for high client satisfaction.
- Developed and delivered comprehensive client onboarding documentation (visas, customs, documents) to ensure seamless solution adoption.
- Proactively resolved service disruptions and escalations, maintaining client relationships and ensuring high retention.
- Maintained client data and tracked progress using Salesforce CRM, demonstrating proficiency with enterprise software.
Assistant Team Lead
American Express Platinum Travel
Etobicoke, Ontario
01.2018 - 12.2022
- Led new hire training and coaching programs focused on advanced client communication and product knowledge.
- Provided expert coaching on de-escalation skills, resolving high-stakes client frustrations, to maintain premium account loyalty.
- Managed performance and efficiency using client feedback data, directly improving team satisfaction scores.
- Trained the team in consultative selling, promoting premium details to fulfill client needs, and identify growth opportunities.
- Optimized resource allocation using Workforce Management (WFM) strategies to ensure efficient service delivery.
Executive Coordinator
The Face of Humanity
Toronto, Ontario
01.2016 - 12.2019
- Complex Event Logistics: Directed the end-to-end planning and execution of high-profile organizational gatherings, ensuring successful event delivery within strict timelines.
- Executive Support and Confidentiality: Served as the operational liaison to the company President, managing sensitive administrative priorities, and confidential communication.
- Stakeholder Implementation: Coordinated all complex travel logistics and activity schedules for key organizational attendees, ensuring seamless support and service delivery.
- Financial Monitoring: Oversaw and reconciled all business and travel transactions, contributing to rigorous financial accuracy and oversight.
- Administrative Management: Managed all core administrative functions, proactively establishing efficient organizational workflows, and resource management.
Education
GED -
Seneca College of Applied Arts And Technology
North YorkHigh School Diploma -
Monsignor Fraser College
TorontoSkills
- Client relationship management
- High stakes de-escalation
- Project and timeline management
- Salesforce CRM
- Customer retention and advocacy
- Consultative needs assessment
- Cross Functional Collaboration
- Onboarding & Implementation
Timeline
Travel Specialist
Downunder Travel
11.2023 - Current
Travel Specialist
Goway Travel
01.2022 - 11.2023
Assistant Team Lead
American Express Platinum Travel
01.2018 - 12.2022
Executive Coordinator
The Face of Humanity
01.2016 - 12.2019
GED -
Seneca College of Applied Arts And Technology
High School Diploma -
Monsignor Fraser College