Erin FLEMING
Caledonia,ON
Summary
Enthusiastic and highly motivated employee
Creative, inventive, professional, and a superb communicator
First-rate client relationship skills
Detail-oriented team player with strong organizational skills
Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
Travel Consultant
Scratch The Map
09.2018 - Current
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Collected, handled and documented payments for travel services and associated feels.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Streamlined booking processes for increased efficiency and reduced client wait times.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
- Collaborated with team members to optimize travel recommendations and share industry knowledge.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
Accident Benefits Claims Processor
Desjardins
09.2012 - Current
- Knowledgeable in various SABS guidelines based on date of loss, cross trained in all streams of Accident Benefits
- Manages high level Catastrophic claims daily, as well as follows established procedures to appropriately review, process, applicable routine medical expenses
- Develops and applies knowledge of insurance contracts and endorsements, provincial laws and regulations, customer service philosophy, medical and anatomical terminology, within approved limits
- Successfully manages a high volume of claims, this includes reviewing the claims daily to confirm the claimant is entitled to ongoing benefits, issuing payments and handling routine phone inquiries from the claimants and or clients
- Actively engaged in personal development, and devote sufficient time and effort to update current skills
- Effectively responds to customer concerns and seeks to resolve them in a professional and courteous manner.
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Trained new employees on claims processing procedures, contributing to a well-prepared workforce.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Managed workload and priorities to meet claims processing meet deadlines.
- Handled escalated customer concerns regarding claim denials or delays with empathy and professionalism.
- Assisted in onboarding of new claims processors to familiarize with company procedures, policies and processes.
- Maintained detailed records of all processed claims for easy retrieval during audits or disputes.
Marketing coordinator
Straumann Canada
08.2012 - 09.2012
- Executed the trade show workflow for eight shows in September, from beginning to conclusion, including coordinating logistics of equipment and supplies, determining sales materials based on sales territory, selecting exhibit space and booth configuration
- Responsible for sourcing files from Switzerland and US, for Canadian revisions from dental experts, as well as translation of literature, and printing
- Provided marketing support to the sales representatives
- Performed various administrative duties such as creating orders in SAP, purchase orders and payment requisitions.
- Collaborated with external agencies on advertising campaigns, ensuring alignment with overall marketing objectives.
- Collaborated with cross-functional teams to establish successful execution of projects and campaigns.
Sales Department Coordinator
Hamilton Conservation Authority (HCA)
02.2009 - 11.2011
- Responsible for developing and implementing new tourism revenue generating programs and events
- Developed new sales and marketing materials such as brochures, website and microsites, e-Newsletters, promotional materials, and letters
- Created and implemented new marketing strategies and programs using both traditional and social media platforms
- Effectively increased participation in corporate functions, family gatherings, events, weddings, and educational programs by improving outreach strategies and materials
- Provided tours and presentations of all the Conservation Area parks, wedding and corporate facilities
- Expert in cold-calling, presentations, sponsorships, negotiation and contract preparation, consultative selling, and developing partnerships with external stakeholders and clients
- Attended industry conferences and trade shows to increase both customer, and industry interest in HCA properties and activities
- Established and maintained an effective network with local businesses and tourism partners
- Maintained exemplary customer service by evaluating the needs of the client including: reviewing research on target demographics, developing questionnaires, monitoring internal and external benchmarks, and keeping an eye on the latest market trends
- Work with staff and volunteers of the Hamilton Conservation Authority, on both large and small scale events
- Responsible for scheduling employees and volunteers for events
- Established and maintained effective communication with the Sales and Marketing Manager, along with all other Department heads and seven Conservation Area Parks (Superintendents, etc.)
- Worked with the Department Manager on the annual budget by providing reports on all revenue streams, forecasting sales, effective cost control, and project and performance evaluation
- Performed accounting duties such as purchase orders, quotations, and working with money.
Account Coordinator
FPM Marketing and Design Inc.
06.2007 - 02.2009
- Managed and maintained all existing accounts, as well as developing new business with existing clients
- Researched and prepared marketing plans and proposals
- Responsible for generating innovative campaign ideas for clients and colleagues
- Developed and managed online marketing campaigns while effectively driving brand awareness, engagement, and traffic to social media pages such as Facebook and Twitter
- Led client presentations expressing the value plan of products, solutions, and service offerings such as SEO, Google ad words, web design, print, and other mediums
- Coordinated with the web and creative departments to ensure all necessary information is communicated and that outlined procedures are followed in the development of materials
- Prepared and executed media buys for mediums such as: outdoor, television, radio, and print
- Developed and coordinated events for various clients on both a large and small scale
- Prepared reports of progress and evaluation to ensure efficiency and productivity
- Created and maintained budgets for projects
- Developed contacts within various charities in order to create relationships between them and our clients, which thereby strengthened the clients' image locally and enhanced their community.
Education
Business Marketing Co-op Diploma Program -
Mohawk College of Applied Arts
Hamilton, ON05.2007
Skills
- Strong Communication Skills
- GDS knowledge
- Travel research
- Exceptional customer service
- Project Management
- Scheduling
- Time Management
- Event Setup and Breakdown
- Schedule Management
- Special events planning
- Event Marketing
- Vendor Relations
- Volunteer Management
- Client Relationship Development
- Expense Tracking
- Highly motivated
- Advanced oral and written communication skills
- Risk Assessment
- Caseload Management
- Data Analysis
- Customer Service
- Teamwork and Collaboration
- Interpersonal Skills
Languages
English
Native or Bilingual
References Available
True
Other Qualifications
- Computer training: SAP, ECS, Word, Excel, Power Point, Microsoft Access, Outlook, and Salesforce
- Proficient in PC and Mac platforms and competent in social media sites such as Facebook, Twitter, etc.
Volunteer Experience
- Caledonia Fire Department 2017-present
- Hamilton Fire Department 2000- 2016
- Mohawk College Alumni Council, 2009, 2013 (max term)
- Ronald mcdonald House (Red Shoe Society) 2013, 2014
Timeline
Travel Consultant
Scratch The Map
09.2018 - Current
Accident Benefits Claims Processor
Desjardins
09.2012 - Current
Marketing coordinator
Straumann Canada
08.2012 - 09.2012
Sales Department Coordinator
Hamilton Conservation Authority (HCA)
02.2009 - 11.2011
Account Coordinator
FPM Marketing and Design Inc.
06.2007 - 02.2009
Business Marketing Co-op Diploma Program -
Mohawk College of Applied Arts