Kimberley Rollings
Bracebridge
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Travel industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ontario Government
- Answer incoming customer inquiries in a high-volume, fast-paced environment
- Engage with callers in a friendly, professional and empathetic manner while actively listening to their concerns
- Offer support and solutions in accordance with our client’s requirements.
Account/Project Manager
Maritz Canada Inc
- Responsible for project development and implementation, including planning, scheduling, people management, coordination and execution
- Involved in all cycles of project: strategy, proposal development, creative direction, copy writing and execution/on-site management
- Overall management of quality control - managing personnel and production requirements, and representing client internally (Partner Relationship) to deliver product that exceeds expectations
- Responsible for designing processes, role definition and guidelines for flawless execution of programs involving multiple business units
- Accountable for development and monitoring of budgets including quoting, forecasting, maintaining profit margins and identifying opportunities for increased profitability
- Elevated account management by predicting potential competitive threats and outlining proactive solutions
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction
- Increased longevity of Fortune 500 accounts by providing individualized customer service and developing relationships with account holders
- Researched emerging industry trends, new applications, concepts and procedures for clients
- Developed and delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons
- Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
Destination Specialist
Goway Travel
03.2021 - 09.2023
- Responsible for project development and implementation, including planning, scheduling, people management, coordination and execution
- Involved in all cycles of project: strategy, proposal development, copy writing and execution/on-site management
- Liaise with third party suppliers, Travel Agents, Clients and internal resources to deliver flawless adventures
- Excel in client satisfaction, multitasking, product knowledge and communications.
Customer Solutions Associate
Arthur J Gallagher Canada
03.2021 - 09.2023
- Successfully Graduated from the Arthur J Gallagher GIFTT Insurance Program
- Obtained my RIBO (Registered Insurance Broker of Ontario, along with my CIP Property and Liability Designations
- Client liaison for all incoming customer inquiries in a high-volume, fast-paced environment
- Issue Insurance Renewals, Policies, Certificates of Insurance, Liability Pink Slips
- Learned several software applications, including: National Billing Company, Allied /EPIC (customer retention, all data related to every account) with links to CSR24 and DMS = Document Management System.
Education
Registered Insurance Broker of Ontario -
Insurance Institute
10.2021
GED -
School of Travel
01.1997
Skills
- Client Satisfaction
- Multi Tasking
- Leadership
- Negotiation
- Analysis and Problem Solving
- Creativity
- Budgets
- Profit and Loss
- Project and Proposal Development
- Strategy
- Managerial Finance
Languages
English
Full Professional
Certification
- Licensed Real Estate Agent - 1998
- Sales Manager Certificate 2000
- Travel and Tourism License - 1997
- Sales Essentials Certificate 2000
- Insurance broker License - 2021
- Licensed TICO 1997
Honors Travel and Tourism
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Timeline
Destination Specialist
Goway Travel
03.2021 - 09.2023
Customer Solutions Associate
Arthur J Gallagher Canada
03.2021 - 09.2023
Customer Service Representative
Ontario Government
Account/Project Manager
Maritz Canada Inc
Registered Insurance Broker of Ontario -
Insurance Institute
GED -
School of Travel
- Licensed Real Estate Agent - 1998
- Sales Manager Certificate 2000
- Travel and Tourism License - 1997
- Sales Essentials Certificate 2000
- Insurance broker License - 2021
- Licensed TICO 1997
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