Leslie Brittain
Mulhurst,AB
Summary
Self-motivated customer service professional with a warm and friendly demeanor. Skilled at conflict resolution. Team builder who is acutely attentive to employees' and clients' needs. Punctual problem solver and avid multitasker. Track record of generating client relationships, managing projects from concept to completion. Skills in team building, demonstrating exceptional communication skills and making critical decisions during challenges. An adaptable professional with the ability to work both independently and in a group setting.
Overview
31
31
years of professional experience
Work History
Customer Sales & Service Coordinator
Arctic Spas Blue Falls Mfg.
Thorsby, AB
05.2022 - 08.2023
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Educated clients on overall operation & maintenance with convenient online solutions.
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
- Researched and resolved complex customer inquiries by phone, email and online.
- Served as primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Provided complaint resolution through root cause analysis and service recovery to retain existing clients and increase customer satisfaction.
- Navigated multiple computer systems and applications and utilized search tools to find customer information.
- Collaborated with cross-functional teams to optimize service operations and improve client experiences.
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Oversaw scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Managed high volume of client requests, ensuring timely and effective service delivery.
- Developed efficient processes and procedures to achieve prompt delivery and completion of service projects.
- Established and maintained service schedules for several projects to help plan organize workload.
- Coordinated and monitored service activities to confirm work met all requirements.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Tourism Reservations Manager/Travel Agency Manager
Panorama Resort / Drumheller Travel Agency
03.1992 - 11.2003
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Acted as liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Negotiated contracts with corporate clients for preferred rates or allotments, strengthening partnerships and generating additional revenue streams.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Coordinated group bookings for events or conferences, ensuring seamless process from inquiry to checkout.
- Participated in industry events or networking opportunities to build relationships with travel partners or industry professionals for referral business generation purposes.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Handled billing information over phone.
- Maintained awareness of types of rooms available in different resort locations.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Stayed up-to-date on industry trends and developments, ensuring agency remained competitive in market.
- Expanded agency's client base by targeting niche markets and offering specialized services to meet their unique travel needs.
- Increased customer satisfaction by implementing streamlined booking processes and personalized travel itineraries.
- Maintained accurate financial records, enabling effective budget management and increased profits.
- Established partnerships with local businesses to create unique travel packages tailored to client preferences.
- Handled customer complaints promptly and professionally, resolving issues to maintain client satisfaction.
- Negotiated favorable contracts with suppliers, resulting in cost savings for both agency and its customers.
- Organized staff training sessions to improve product knowledge and enhance sales techniques.
Education
Corporate Customer Service Specialist - Corporate Customer Service/Coordinator Specialist
Nait
Arctic Spa In House Course Thorsby AB.03.2023
High School Diploma -
Air Canada Transport Association
Calgary, AB.1992
Skills
- Customer Account Management
- Adaptability Flexibility Reliability Cooperative Team Player
- Decision Making Calm Professional under Pressure
- Upbeat and Positive Personality
- Active listening Attention to detail Customer Service Oriented
- Interpersonal Communication
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Upselling Products and Services
- Administrative and Office
- Policies and Procedures Adherence
- Multi-Line Phone Systems
- Microsoft
- Proficient in all areas of Light Speed Computer System
- Proficient in ADP Payroll and Health Benefit Computer System
- Client Scheduling
- Accurate Record keeping
Timeline
Customer Sales & Service Coordinator
Arctic Spas Blue Falls Mfg.
05.2022 - 08.2023
Tourism Reservations Manager/Travel Agency Manager
Panorama Resort / Drumheller Travel Agency
03.1992 - 11.2003
Corporate Customer Service Specialist - Corporate Customer Service/Coordinator Specialist
Nait
High School Diploma -
Air Canada Transport Association
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