Michele Binns
Summary
Sales-oriented professional with a strong background in the luxury travel industry and a proven track record of providing exceptional customer service. Skilled in conflict resolution and ensuring client satisfaction. Possess excellent administrative abilities and a talent for problem-solving. Committed to contributing to team success and achieving positive results. Eager to take on new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Owner
Little Explorers Home Daycare
11.2023 - Current
- Successfully opened and operated a licensed home childcare program
- Managed day-to-day business operations.
- Provided a safe and nurturing environment for 5 children
- Nature based learning programming, Montessori methodology
- Maintained records on individual children, including admission and arrangement forms, daily observations and information about activities, meals served, and payments
- Managed and lead play activities, distribute toys and played materials
- Implemented lesson plans for educational activities and arrange play material
- Interacted with children to improve their growth and development
Life Enrichment Aide
Jarlette Health Services
08.2023 - 01.2024
- Enhances quality of life for individuals, through therapeutic activities and social engagement
- Encouraged cognitive stimulation through facilitating educational workshops, games, and discussions with residents.
- Enhanced residents'' quality of life by developing and implementing diverse recreational activities.
- Collaborated with interdisciplinary teams to create personalized care plans for each resident.
- Provide and assist with recreation and social activities that include range of indoor and outdoor recreation
- Advocated on behalf of individual resident interests when collaborating with other team members during interdisciplinary care meetings.
- Adheres to strict confidentiality of patient records and files
Residential Counsellor
Country Haven Acres
09.2021 - 05.2022
- Developed strong rapport with residents through empathetic listening and compassionate communication strategies.
- Reduced behavioral incidents by employing de-escalation techniques and maintaining calm environment.
- Maintained safe and supportive residential environments for at-risk individuals, contributing to their overall wellbeing.
- Organizing and facilitating individual and group activities
- Working individually or a team to ensure residents receive best quality of life possible
Activation Aide
Highland Wood Long Term Care
09.2020 - 09.2021
- Facilitated recreational activities tailored to individual patient interests, promoting social engagement and mental stimulation.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Established trusting relationships with patients through consistent reliability and genuine empathy towards their unique situations.
- Assisted residents in activity engagement, documentation, and evaluation of programs
- Competency in point click care
- Completed residents' assessments and established goals and interventions based on residents needs and concerns
- Completed documentation related to programming attendance, progress notes and care plans
Sales Representative
Lakeland Networks
09.2020 - 09.2021
- Travels to different geographic areas and neighborhood's throughout Muskoka going door to door with goal of promoting and selling Lakeland Networks
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Networks and builds relationships through local chamber of commerce's, contractors, developers, local townships, and economic development representatives
- Offers solution-based sales recommendations by defining the needs of each individual customer
- Assists in social media planning & campaign creation across Instagram, Facebook, Twitter & LinkedIn
- Effectively completes service agreements, completes technical site plans, and schedules installations for both business and residential customers
- Technically capable and able to adapt to recent technologies and systems
Assistant Manager
Flight Centre Mosman
12.2015 - 03.2020
- Leading a team of 6 consultants to achieve KPI's and monthly targets through cross-selling and up-selling
- Utilized various booking platforms to efficiently arrange flights, accommodations, transportation, and activities for clients.
- Developed strong relationships with clients through excellent communication skills, resulting in repeat business and referrals.
- Resolved customer issues promptly, maintaining a high level of professionalism and empathy.
- Manage appointments ensuring business operations run smoothly
- Training and onboarding of new consultants
- Drive our local store marketing and the running of supplier and customer appreciation events
- Prepared annual & quarterly Business Plan's and SWOT analysis
- Responsible for Roster and updating for accounting
- Resolve any customer dissatisfaction and ensure problems are resolved in a timely manner
- Daily Business Reporting
- Organize team events and getaways
- Attended expos to drive new business and connect with suppliers
- Expanded company''s expertise by continuously updating personal knowledge of airline policies and procedures alongside hotel offerings.
- Monitored world events closely to advise clients on potential travel risks and provide alternative options when necessary.
- Achieved our Global Gathering top sales conference in Singapore 2016, Berlin 2018 & Las Vegas 2019
- Speaker at onboarding events to Mentor new consultants, attending onboarding training to speak about my journey in Business
- Assistant Manager Training completion FCTG
Travel Consultant
Flight Centre Wellington
06.2014 - 12.2015
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Customer service focused role with on the job learning in travel sales
- First year in travel learning the fundamentals of FCTG systems
- Actively met sales KPI's
- Maintained client relationship during & post travel
- Personalized travel experience through recommendations
- Flight Centre is a global travel agency
- Achieved 1st year sales consultant awards Fiji 2015
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
Reservation Agent
Fairmont Chateau Lake Louise
09.2012 - 09.2013
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
Education
Leadership Management Certificate - Leadership Management Certificate
Flight Centre Travel Academy
Sydney, Australia2017
Level 4 National Travel Certificate -
NZQA
Wellington, New Zealand 01.2015
Business Marketing Diploma -
Fanshawe College
London, Ontario01.2009
Skills
Account Management
Inbound and Outbound sales
Salesforce and CRM Software
Customer Engagement
Reservation software including Lodgify and Airbnb
International and Domestic Travel
Teamwork and Collaboration
Problem-Solving
Time Management
Phone Etiquette
Certification
- Inuit Cultural Sensitivity Certificate
- Crisis Prevention and Intervention Certificate (CPI)
- Adult, Child and Infant, Pediatric CPR/AED & First Aid
- Flight Centre Travel Academy Assistant Manager Leadership Training 2016-2017
References
Available upon request
Languages
English
Native or Bilingual
Timeline
Owner
Little Explorers Home Daycare
11.2023 - Current
Life Enrichment Aide
Jarlette Health Services
08.2023 - 01.2024
Residential Counsellor
Country Haven Acres
09.2021 - 05.2022
Activation Aide
Highland Wood Long Term Care
09.2020 - 09.2021
Sales Representative
Lakeland Networks
09.2020 - 09.2021
Assistant Manager
Flight Centre Mosman
12.2015 - 03.2020
Travel Consultant
Flight Centre Wellington
06.2014 - 12.2015
Reservation Agent
Fairmont Chateau Lake Louise
09.2012 - 09.2013
Leadership Management Certificate - Leadership Management Certificate
Flight Centre Travel Academy
Level 4 National Travel Certificate -
NZQA
Business Marketing Diploma -
Fanshawe College
- Inuit Cultural Sensitivity Certificate
- Crisis Prevention and Intervention Certificate (CPI)
- Adult, Child and Infant, Pediatric CPR/AED & First Aid
- Flight Centre Travel Academy Assistant Manager Leadership Training 2016-2017
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