Michael Fabricato
Calgary,Canada
Summary
Passionate and results driven professional with a get it done approach. A graduate of the Flight Centre Travel Academy in 2023, acquiring a diploma of travel and tourism. Over 10 years of customer service experience with a track record of achieving results in challenging environments. Developed strong expertise in sales and management, with a focus on accuracy, efficiency, and time management. Seeking a new opportunity to apply these transferable skills and contribute to the success of a dynamic team.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Remote Contact Center Sales Agent
The Travel Corporation
08.2025 - Current
- Converted inbound and outbound leads into confirmed bookings through phone, email, and chat — using a consultative, relationship-based sales approach aimed at matching guests to ideal travel experiences.
- Managed full sales pipeline in CRM (Salesforce), logged all client interactions, tracked follow-ups, and guided opportunities through to closure.
- Recommended appropriate travel packages to both individual guests (B2C) and trade partners (B2B), aligning offerings with clients’ needs to drive revenue and maximize satisfaction.
- Maintained high performance against KPIs — conversion rate, retention, call quality, and guest satisfaction — while delivering personalized, high-quality service that fostered guest loyalty and repeat business.
- Stayed up-to-date on current travel offerings, promotions, and market trends, leveraging product knowledge to provide informed advice and maintain credibility with guests.
- Collaborated with the sales team: sharing best practices, attending enablement/training sessions, and contributing to collective team targets and growth initiatives.
Front Desk Agent
The Dorian, Autograph Collection
04.2025 - 08.2025
- Executed check-in and check-out procedures efficiently, ensuring a smooth guest experience using Light Speed GDS
- Responded promptly and professionally to guest inquiries and requests
- Managed billing processes, including handling cash, credit card transactions, and other payment methods with accuracy
- Assisted in resolving guest concerns or complaints, maintaining a high level of customer satisfaction
- Proficiently utilized hotel Property Management System (PMS) for managing reservations, guest folios, and food service orders
- Distributed room keys while strictly adhering to identification verification and security protocols
Warehouse Operator
Aldi Distribution Centre
12.2023 - 01.2025
- Picked stock operating electric order picker and headset
- Loaded and unloaded materials onto and off trucks for fast shipment
- Loaded, unloaded, and moved material to and from storage and production areas
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations
- Surrounded items in cling film, padded blankets, and tape to protect from damage
- Kept warehouse stations and equipment in good working order in line with OSHA requirements
- Collaborated with other departments to optimize warehouse space and improve overall company performance
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network
Travel Agent
Flight Centre
08.2022 - 12.2023
- Arranged travel accommodations for groups, couples, executives, and special needs clients using Sabre GDS
- Assisted clients in obtaining necessary visas or other documentation required for international travel, navigating complex regulations efficiently to avoid delays
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses
- Maintained detailed records of client transactions, ensuring accurate billing information was always on hand for future reference or dispute resolution purposes
- Developed strong relationships with suppliers, securing exclusive deals and discounts for clients
- Designed personalized vacation experiences based on thorough understanding of each client’s interests, budget constraints, and desired outcomes
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness
- Organized group tours, coordinating logistics and accommodations to ensure a smooth experience for all participants
- Provided emergency travel assistance, offering peace of mind and support to clients during their journeys
- Conducted informative client consultations to understand travel needs and preferences, leading to tailored travel solutions
Ground Crew
Cruise Whitsundays
07.2021 - 08.2022
- Expedited baggage claim processes for arriving passengers by effectively managing the flow of luggage from vessel to carousel area
- Handled luggage efficiently, ensuring proper loading and unloading to minimize delays and lost items
- Enhanced ground crew efficiency by implementing streamlined communication protocols between team members
- Enhanced guest experiences by providing efficient and courteous assistance during the embarkation and disembarkation process
- Generated invoices and coordinated freight shipments to nearby islands
- Ensured timely departures and arrivals by coordinating with other ground crew members on various tasks such as refueling, baggage handling, and cabin cleaning
Porter/ Guest Services
Daydream Island Resort
01.2021 - 07.2021
- Oversaw the seamless collection, organization, and preparation of departing guests' luggage for transport, ensuring efficient loading onto trolleys
- Operated an electric tug to transport guests' luggage to and from the vessel with precision and care
- Provided exceptional transportation services, driving guests to various destinations across the island in a buggy, prioritizing safety and comfort
- Escorted guests to their rooms, collaborating with staff to promptly address any inquiries or concerns, ensuring a high level of guest satisfaction
- Engaged in regular strategic meetings with management to assess operational performance and implement innovative solutions for the transit team
- Greeted guests with warmth and professionalism for friendly, helpful service
- Contributed to hotel reputation by providing exceptional customer service and addressing concerns with professionalism
Retail Operations Manager
Super Retail Group
07.2015 - 01.2021
- Processed and managed multiple vendor orders and daily store deliveries, ensuring timely and accurate receipt of inventory
- Oversaw the efficient operation of the store warehouse, maintaining organization and optimal storage practices
- Conducted daily safety checks to ensure compliance with safety protocols and a secure working environment
- Operated equipment such as trolleys, pallet jacks, and walkie stackers safely and efficiently to support warehouse operations
- Managed staff rosters and delegated daily tasks to ensure optimal team performance and productivity
- Led store refurbishments across multiple locations, ensuring timely completion and adherence to company standards
- Oversaw financial budgets, banking, and cash handling procedures, ensuring accuracy and compliance with company policies
- Fostered a positive work environment by boosting team morale, ensuring high standards of work ethic and collaboration
- Provided exceptional customer service, assisting clients in person, via phone, and online with store inquiries, concerns, and complaints
Education
Diploma - Travel and Tourism
Flight Centre travel academy
01.2023
Queensland Certificate of Education - High School Diploma
01.2012
Certificate II - Workplace Practices
01.2012
Work Experience Certificate - Animal Services
01.2012
Skills
- Customer relations
- Strong work ethic
- Retail supply systems
- Retail software proficiency
- Time management
- Decision-making
- Customer service
- Problem-solving
- Operations management
- Sales expertise
- Conflict resolution
Certification
- 2022 Responsible Service of Alcohol
- 2022 Recreational Marine Driver License
- 2022 Personal Watercraft License
Timeline
Remote Contact Center Sales Agent
The Travel Corporation
08.2025 - Current
Front Desk Agent
The Dorian, Autograph Collection
04.2025 - 08.2025
Warehouse Operator
Aldi Distribution Centre
12.2023 - 01.2025
Travel Agent
Flight Centre
08.2022 - 12.2023
Ground Crew
Cruise Whitsundays
07.2021 - 08.2022
Porter/ Guest Services
Daydream Island Resort
01.2021 - 07.2021
Retail Operations Manager
Super Retail Group
07.2015 - 01.2021
Queensland Certificate of Education - High School Diploma
Certificate II - Workplace Practices
Work Experience Certificate - Animal Services
Diploma - Travel and Tourism
Flight Centre travel academy