Kelli Wood
Ottawa,A4
Summary
Results-oriented, strategic sales professional with 30+ years in the Travel industry.
Customer-oriented with strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development.
Overview
37
37
years of professional experience
Work History
Payment Service Officer
Service Canada
Ottawa, ON
03.2021 - Current
- Current position PM-01 level 2
- daily use of MS Teams/Outlook
- Familiar with Microsoft Office
- Use of excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Information Officer
1-800-O-Canada
Ottawa, Ontario
12.2019 - 11.2020
- Information Officer on the General Information and Referral Line for the Government of Canada Departments and Services.
- Provided information on the Government programs related to the callers questions.
- Having an on average call performance of 40+
Central Processing
HRG North America-Government of Canada Account
Ottawa, On
02.2013 - 11.2018
- Manually issue tickets,exchanges,EMD's
- invoice Non BSP files
- process voids and refunds, re-drives
- create job aids, train new team members.
- troubleshoot
- crossed train with Corporate ticketing with both Sabre and Apollo
- trained on using Agresso
Production Lead
Amex Canada
Ottawa, On
05.1998 - 11.2012
- lead production agent for Government of Canada and DND Account- over saw daily tasks, training of new hires, issuing tickets, invoicing Non BSP files, processed voids, tested new scripts and provided feedback, reviewing and solving ticketing related issues- Worked with project analyst team on document delivery tool.
- worked as prepaid agent issued EMD's, assisted Customer Service team on invoicing errors.
- reviewed debit memos assigned to the team; and troubled shooted them.
- ordered supplies
- troubleshot with technology team for, printers, GDS
- main point of contact with couriers
- handled a Travel Management document
Accounting/BSP Agent
Sears Travel CaIl Centre
Ottawa, On
11.1997 - 06.1998
- Finalized payments to clients, processed daily/weekly BSP.
- received and finalized shipments
- helped office manager with utilizing Apollo tool, which converted leisure link booking into Apollo files.
- assisted junior agents locate and re-instate lost bookings.
RA Marlin-Leisure
Ottawa, On
09.1996 - 11.1997
- booked packages and Airline travel fot RA Members.
- processed daily/weekly BSP,.
- organized ski group trip for RA members.
- ordered/received supplies
- stamped brouchers
Marlin Travel - leisure
Ottawa, On
01.1993 - 09.1996
- leisure travel consultant dealing with wholesalers, tour operators, Airlines.
- daily/weekly BSP
- accounting, Bank deposit.
- attended/manned booth at local Travel show
- ordered/received supplies
- stamped brouchers
Senior production agent/Acting Supervisor
Marlin Government Travel
Ottawa, On
09.1988 - 01.1992
- issued and assembled paper tickets.
- processed exchanges, final quality check of all documents, trained new hires to the department-
- cross trained with refund department , BSP/Accounting departrnent.
- received and logged all supplies
- ordered new supplies
- programmed PF Keys for team members
- troubleshot printers with on-site technology
Junior agent
Alta Travel
Ottawa, On
04.1987 - 08.1988
- ordered/received supplies
- filed
- stamped brouchers
- made out going calls to Airlines,wholesalers
- assisted senior agent
Education
Certificate of Travel And Tourism - Travel and Tourism
Hall Management
Ottawa, ON1987
Skills
- Knowledgeable with Apollo/Sabre
- Debit memos
- BSP report
- Computer savvy
- Extremely self sufficient
- Multi task
- Customer service
- MS Office
- Problem resolution
Skills
Accounting/BSP, Ticketing, Problem-solving/Debit Memos, Customer Service, scripts
Additional Information
I was in Brownies,as a teen and young adult I played softball, I later became a Guide leader.
Timeline
Payment Service Officer
Service Canada
03.2021 - Current
Information Officer
1-800-O-Canada
12.2019 - 11.2020
Central Processing
HRG North America-Government of Canada Account
02.2013 - 11.2018
Production Lead
Amex Canada
05.1998 - 11.2012
Accounting/BSP Agent
Sears Travel CaIl Centre
11.1997 - 06.1998
RA Marlin-Leisure
09.1996 - 11.1997
Marlin Travel - leisure
01.1993 - 09.1996
Senior production agent/Acting Supervisor
Marlin Government Travel
09.1988 - 01.1992
Junior agent
Alta Travel
04.1987 - 08.1988
Certificate of Travel And Tourism - Travel and Tourism
Hall Management
Similar Profiles
Bol KuotBol Kuot
Integrity services investigator - Service Canada (1228) at Service CanadaIntegrity services investigator - Service Canada (1228) at Service Canada
Shaba ThomasShaba Thomas
Payment Service Officer at Service CanadaPayment Service Officer at Service Canada
Zainab KhalafZainab Khalaf
Information Officer at Service CanadaInformation Officer at Service Canada