NATACHA ALBINUS
Calgary,AB
Summary
My career objective is to pursue a career that is challenging yet interesting and involves dealing with our Westjet Vacations Guests, Travel Partners, Executives and Employees.
I bring 23 years of experience as a top sales agent at WestJet Airlines. Prior, I worked as a travel agent with Uniglobe, Wingo, and Cheap Tickets, and served as an assistant crew accountant on the Crystal Harmony cruise ship. Since then, I've been with WestJet Airlines.
This is my home, and I take pride as a WestJet owner. Recognizing the importance of a world-class guest experience, I'm known for being friendly, efficient, and knowledgeable in meeting both guest and WestJet needs.
My Team Leader, Terra Klotz, vouch for my outstanding guest experiences, earning me many kudos over the years. With my background as a Sales Super-Agent, Travel Agent, and cruise ship experience, I can connect with guests seeking advice and assistance in booking their WestJet Vacation packages.
My passion is in helping others with Integrity and efficiently which at the end of the day is self rewarding.
I consistently arrive at work with a vision: assisting guests with a smile, setting aside personal matters to focus solely on them. Expect satisfaction. Eager for new challenges, I am a true blue WestJetter.
Overview
32
32
years of professional experience
Work History
Sales Super-Agent Home Reservations
WestJet Airlines
04.2001 - Current
- Selling the WestJet brand by 'Wowing, Surprising and Amazing' current and potential guests when booking reservations
- Servicing both internal and external WestJet Guests when changing or updating itineraries
- Creating an enjoyable and remarkable experience that sells the image of our company and 'Win' the guest over
- The ability to use persuasive sales techniques when selling flights and the desire to 'buy'
- Natural ability to establish rapport with the guest
- Excellent communication skills with a demonstrated ability to listen and understand our Guest's needs with empathy
- Proven problem-solving skills in order that the best decision is made on behalf of both our Guests and WestJet
- To work efficiently under demanding time constraints
- The ability to work as an effective team member and committed to creating a World Class Guest Experience in every call.
Customer Service Agent
WestJet Airlines
06.2002 - 09.2002
- Provided friendly, courteous, quality service to WestJet Guests and to our immediate employee sales team
- One call resolution that was both satisfying to the guest and WestJet as a Company
- Dealing with IROP situations such as organizing a plan to re-accommodate guests that are affected by an IROP
- Authorizing overrides for WestJet employees at the airport and in the call centre
- Assisting with Sabre questions when travel agents call in
- Taking care of the negative balance queue, Tax refund, Bereavement and Sabre Queue
- Adding names for the charter flights that we service
- Calling our guest when we have schedule changes
- Trying to locate lost and found items with our data base for our guest
- Negotiation skills when trying to resolve a situation by offering a credit file.
- Enhanced guest satisfaction by efficiently resolving inquiries and addressing concerns.
- Maintained a high level of professionalism when interacting with guests , ensuring positive experiences.
Assistant Crew Accountant
Crystal Harmony
09.2000 - 01.2001
- Prepare crew documents for signing on/off
- Data entry for passport info, C1/D visa, medical records, and misconduct reports
- Generate lists for department heads after crew movements
- Create clearance documents for various crew movements at ports
- Download and manage lists from the Hotel System using Excel and Word
- Handle inquiries related to finances, employment letters, and crew logistics
- Ensure 580 crew members are onboard before sailing
- Manage documents for crew signing off, including return letters and medical papers
- Handle significant amounts of money during payout periods
- Print customs forms using data from the Hotel System
- Perform administrative duties such as photocopying, filing, and answering phones
- Designated as a zone leader, responsible for counting 35 crew members during drills on different ship levels
Assistant Manager/Senior Travel Counsellor
Cheap Tickets and Travel
03.1999 - 09.2000
- Maintained high office morale and resolved conflicts among employees
- Conducted training on the Sabre Computer System, including PF Key programming
- Addressed customer complaints and quality-checked reservations
- Booked various travel arrangements: flights, cruises, rail, charters, car rentals, and hotels
- Handled military travel (L.T.A) and managed local marketing and advertising
- Compiled tickets, showcased promotional sales, and managed bank deposits and closing reports
- Managed office equipment and demonstrated efficient and polite customer service
- Ordered brochures and oversaw opening/closing procedures of the office
Senior Travel Consultant/Trainer on Sabre
Wingo Travel
06.1997 - 02.1999
- Trained employees on Sabre Computer System, programmed PF Keys
- Addressed customer complaints, quality-checked reservations, booked travel services
- Managed military L.T.A bookings, conducted local marketing in newspapers
- Compiled tickets, displayed promotional sales, prepared bank deposits and reports
- Booked group tours for Wingo Travel's Chartered Bus Services
- Answered multi-line phone, greeted customers, resolved stressful situations
- Operated fax machine, interact machine, photocopier, credit card imprinter
- Oversaw office opening and closing procedures
Manager/Travel Counsellor
Uniglobe Travel
01.1993 - 01.1996
- Managed Canex office on Military Base, addressed complaints, quality-checked PNR's
- Issued BSP tickets, organized coupons, and trained new employees on Sabre system
- Booked business class tickets for all commanders of HM Canadian Ships (12 total)
- Handled military L.T.A's, Reverse LTA's, car/hotel bookings, charter flights, and rail tickets
- Prepared bank deposits, maintained office, and attended manager meetings
- Greeted customers, managed displays and advertising in Esquimalt Newspaper
- Compiled tickets, handled inter-office communications
- Oversaw office opening and closing procedures
Travel Counsellor
Ensign Travel
05.1992 - 07.1992
- Reception: Answered multi-line phone, greeted customers.
- Admin: Ordered brochures, prepared tickets, handled administrative tasks.
- Customer Service: Summarized itineraries, received and gave quotes.
- Miscellaneous: Filing, displayed brochures, faxed documents.
Education
Certificate - Westjet Rewards Program
Westjet Airlines
Calgary, AB12.2023
Certificate - IROP Policies - Contact Centre
Westjet Airlines
Calgary, AB10.2023
Certificate - Fraud Awareness For Contact Centre Agents
Westjet Airlines
Calgary, AB09.2023
Certificate - Support Teams - Upset Guest Scenarios
Westjet Airlines
Calgary, AB09.2023
Certificate - Quality Evaluations
Westjet Airlines
Calgary, AB09.2023
Certificate - Privacy
Westjet Airlines
Calgary, AB09.2023
Certificate - PCI - Cardholder Security Awareness
Westjet Airlines
Calgary, AB06.2023
Certificate - Westjet Sales
SME (Sales Mentorship Program)
Calgary, AB01.2002
Certificate - Westjet Customer Service
Care Giver Course
Calgary, AB01.2002
Certificate - Westjet Customer Service
Customer Care Course
Calgary, AB01.2002
Certificate - Westjet Airlines Customer Service
Sales Super Centre Certificate
Calgary, AB03.2001
Professional Business Management Diploma Program -
Sprott - Shaw Community College
Victoria, BC01.2000
Travel Insurance Certificate -
Camosun College
Victoria, BC01.1999
Certificate - Professional Business Management
Jim Reger Group
Victoria, BC01.1997
Travel Counselling Certificate - Tourism -Travel Studies
Camosun College
Victoria, BC01.1992
High School Diploma -
Spectrum Community School
Victoria, BC01.1988
Skills
- 23 years in the Contact Centre for Westjet Airlines
- Dutch as second language
- Travel agency and tour operator experience
- Strong sales background
- Excellent WIN, Sabre and Genesys skills
- Very strong teamwork and team interaction abilities
- Advanced proficiency with computers and experience working within Word, Excel, Outlook, and instant messaging
- Excellent performance and attendance
- Ability to work up to 40 hours/week with varying shift lengths and start times during peak times
Accomplishments
- Gold Status for 23 Years at WestJet Airlines Call center
- Many Kudo letters from Happy WestJet Guests over 23 years
- Top Sales in 2005 /Picture with Clive Bedoe shaking his hand
- Award 1 Million dollars in sales in 264 days
- Westjet RBC Elite MC Award WINNER - Bobby Orr Jersey - Authentic
- Recipient of Passport to Education Scholarship
- Completed Super Host Program
- Completed Super Host Japan
References
- TERRA KLOTZ, TEAM LEADER, WestJet Sales Centre, 403 919 4874, terra.klotz@westjet.com
- SANDY PRINCE, WESTJET VACATIONS, WestJet Vacation Team, 403-444-2600, Sandy.prince@westjet.com
- JUNE BENNIE, RES SUPPORT DESK, WestJet RSD Team, 403-444-2600, June.bennie@westjet.com
- SCOTT FUHRMANN, HOME REZ SALES AGENT, WestJet Sales Centre, (403) 444 2600, Scott.fuhrmann@westjet.com
- DIANE SAMUELSON, HOME REZ SALES AGENT, WestJet Sales Centre, 403-880 5903, Diane.samuelson@westjet.com
- CAPTAIN DANIEL PETERSEN, Captain B787, Flight Ops Wide Body WestJet Airlines, 1 403 795 2325, daniel.peteresen@westjet.com
Hobbies and Interests
Scuba diving, skiing, skydiving, badminton, mountain biking, hiking, camping, chess. Travelling; Martinique, St. Martin, Trinidad, St. Lucia, US Virgin Islands, Cayman Islands, Bora Bora, Sydney Australia, Wellington, Christchurch, Duck Island, Apia in Western Samoa, Barbados, Grenada, Dominique, Bahamas, San Juan Puerto Rico, Florida, Jamaica, Montego Bay, Ocho Rio's, Maui, Cancun, Mayan Rivera, Cozumel, Playa Del Carmen, Isla Majharis, Disneyland California, Disney World Florida, Holland, Belgium, Germany, Switzerland, Quebec, Montreal, Calgary, Edmonton, Kelowna, Vancouver, Victoria, Abbottsford. Spending time as a family, working out at the ymca and volunteering for Light of Christ School and the YMCA.
Volunteer Experience
- Volunteering YMCA Front Desk 2024
- Volunteer for Feeding the Homeless on Friday nights 2023 - 2024
- Volunteer Driver and Activities for Light of Christ School 2012 - 2024
- Volunteer Driver and Score Keeper for Dome Defenders Volleyball children 2020 - 2024
- BC Museum in the Marketing Department 1999
- Seasmoke Communications as a Public Relations Co-ordinator 1999
- Driver for Operation Red Nose 1998
- Literary Arts Festival, getting sponsors to pledge money 1997
- Common Wealth Games, airline reservations/transportation committee 1996
- Easter Seal, accepting pledges over the phone 1996
- First Night, advertising department 1995
- YMCA as a Badminton Co-ordinator 1994
- World Culinary Arts Festival, server. 1992
Languages
English
Professional Working
Dutch
Limited Working
Timeline
Customer Service Agent
WestJet Airlines
06.2002 - 09.2002
Sales Super-Agent Home Reservations
WestJet Airlines
04.2001 - Current
Assistant Crew Accountant
Crystal Harmony
09.2000 - 01.2001
Assistant Manager/Senior Travel Counsellor
Cheap Tickets and Travel
03.1999 - 09.2000
Senior Travel Consultant/Trainer on Sabre
Wingo Travel
06.1997 - 02.1999
Manager/Travel Counsellor
Uniglobe Travel
01.1993 - 01.1996
Travel Counsellor
Ensign Travel
05.1992 - 07.1992
Certificate - Westjet Rewards Program
Westjet Airlines
Certificate - IROP Policies - Contact Centre
Westjet Airlines
Certificate - Fraud Awareness For Contact Centre Agents
Westjet Airlines
Certificate - Support Teams - Upset Guest Scenarios
Westjet Airlines
Certificate - Quality Evaluations
Westjet Airlines
Certificate - Privacy
Westjet Airlines
Certificate - PCI - Cardholder Security Awareness
Westjet Airlines
Certificate - Westjet Sales
SME (Sales Mentorship Program)
Certificate - Westjet Customer Service
Care Giver Course
Certificate - Westjet Customer Service
Customer Care Course
Certificate - Westjet Airlines Customer Service
Sales Super Centre Certificate
Professional Business Management Diploma Program -
Sprott - Shaw Community College
Travel Insurance Certificate -
Camosun College
Certificate - Professional Business Management
Jim Reger Group
Travel Counselling Certificate - Tourism -Travel Studies
Camosun College
High School Diploma -
Spectrum Community School
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