Kimberly L Witmer
606 Frederick Street, Kitchener,Canada
Summary
Dynamic professional with over 30 years of experience in the Travel Industry, excelling in client relationship management and training development. Proven track record in enhancing operational efficiency while fostering team building and effective communication. Passionate about driving success through innovative solutions and exceptional customer service.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Court and Client Representative
Ministry of the Attorney General
Kitchener, ON
03.2016 - Current
- Monitored courtroom proceedings during trials or hearings ensuring that all rules of procedure were followed.
- Provided administrative support to the court, judges and other staff members.
- Responded promptly to requests from judges for additional information or materials related to ongoing cases.
- Provided realtime translation services during trials or hearings.
- Maintained records of all legal documents, including transcripts, pleadings, motions, briefs and other related materials.
Operations Manager
CAA South Central Ontario
Hamilton, ON
05.2013 - 11.2015
- Directed operations of a top-rated CAA travel office.
- Consistently surpassed monthly sales targets.
- Initiated and administered marketing strategies to enhance revenue.
- Addressed customer inquiries to resolve issues effectively.
- Encouraged, coached, and advanced skills within a team of 17.
- Created and distributed monthly newsletters, weekly advertisements, online content, and quarterly magazines for client engagement.
- Coordinated and managed client events.
Sales Manager
Palm Holdings
Waterloo, ON
07.2010 - 05.2013
- Oversaw hotel sales operations across two top-performing facilities within the Tri-City region of Kitchener, Waterloo and Cambridge.
- Focused on retaining existing clients while securing new business opportunities.
- Collaborated in creating the hotel's marketing plan and budget.
- Developed the hotel's marketing materials including online content, brochures, and sales presentations.
- Ensured hotel's competitive standing through effective RFP management.
- Oversee all event and meeting queries.
- Took part in local events to enhance hotel's presence and drive business growth.
Account Manager
Expedia.ca (Serviced by Arvato Digital Services)
Kitchener, ON
08.2007 - 07.2010
- Started as Operations Manager at Arvato Digital Services for Expedia.ca and transitioned to Account Manager within six months.
- Managed operations of the largest online booking service in Canada, with 350 employees in two locations
- Oversaw daily client communications with quarterly and semi-annual performance reviews.
- Designed comprehensive training and course plans tailored to fit the academic, intellectual and social needs of employees.
- Increased standardized examination scores by 60% in the campaign's inaugural year.
- Achieved an 80% SLA, leading to better call center performance and a fourfold decrease in customer hold times.
- Achieved a threefold rise in sales team conversion rates over twelve months.
- Used effective development and morale-building programs to boost staff retention.
- Achieved a yearly reduction in agent errors by 75%.
- Achieved a significant 160% rise in yearly profit.
Travel Manager
Research in Motion
WATERLOO, ON
09.2004 - 08.2007
- Led travel operations across four countries with yearly sales reaching $30 million at Research In Motion, maker of the revolutionary Blackberry
- Facilitated skill development programs for newly hired and long-standing agents.
- Adopted cutting-edge GDS technologies to streamline workloads and boost effectiveness.
- Managed annual budget and ensured accuracy in weekly cost savings reports.
- Addressed service complaints through effective management of internal contacts.
National Training Manager
Kuehne and Nagel / TQ3 Travel Solutions
Mississauga, ON
08.2000 - 09.2004
- Entrusted with management of key corporate account, later advanced to National Training Manager.
- Developed and conducted comprehensive training for new and senior agents across Canada covering GDS, customer service, and quality standards.
- Conducted various professional development sessions covering teamwork, effective time utilization and personality enhancement.
- I was integral in the implementation of the first online booking tool for our clients, from the creation of the system, testing of the system and client integration, including selling to clients and providing live demonstrations and training
- Conducted popular "lunch and learn" training on a variety of topics including all Microsoft Applications
- Directed an extensive revamp of systems and network infrastructure for largest corporate client, contributing to over 25 million in sales.
Education
Travel Consultant Program - Travel And Tourism
Travel Career School
Toronto, ON01-1988
Bachelor of Arts - History
York University
Toronto, ON01-1987
High School Diploma -
Eastwood Collegiate Institute
Kitchener, ON01-1984
Skills
- Client relationship management
- Performance metrics
- Customer service
- Team building
- Event coordination
- Effective communication
- Training development
- Time management
Certification
- Have taught Microsoft Office Applications including Word, Excel and Powerpoint
- Keyboard speed of 110 words per minute
- Sabre and Apollo GDS systems, and successfully completed the American Airlines "train the trainer" program in Dallas, TX which emphasized in-depth training techniques for all instructional situations
- TICO certified
- Hold the CTC (Certified Travel Consultant) designation
- Experience teaching Travel and Tourism at the Ontario College level
- Recipient of the Arvato Digital Services (Expedia.ca) outstanding customer service achievement award
References
References available upon request.
Timeline
Court and Client Representative
Ministry of the Attorney General
03.2016 - Current
Operations Manager
CAA South Central Ontario
05.2013 - 11.2015
Sales Manager
Palm Holdings
07.2010 - 05.2013
Account Manager
Expedia.ca (Serviced by Arvato Digital Services)
08.2007 - 07.2010
Travel Manager
Research in Motion
09.2004 - 08.2007
National Training Manager
Kuehne and Nagel / TQ3 Travel Solutions
08.2000 - 09.2004
Travel Consultant Program - Travel And Tourism
Travel Career School
Bachelor of Arts - History
York University
High School Diploma -
Eastwood Collegiate Institute
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