Microsoft Word
Natalie Chou
Ajax,Ontario
Summary
Dedicated and dependable candidate with 7+ years of experience in customer services, administration and sales. Willingness to take on added responsibilities to achieve company goals.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Travel Agent – Asia Specialist
Goway Travel
06.2016 - 12.2017
- Interacted with clients with exceptional service standards through phone, email and in person to customize travel itineraries based on their requests.
- Provided after-sales customer support and services to achieve beneficial outcomes for both clients and the company.
- Carefully conducted administrative tasks such as invoicing, documenting and scheduling changes.
- Achieved monthly quota 12 times and scored an average of 90% on weekly destination trivia tests.
- Maintained operational proficiency in coordinating international travel for customers, arranging for air tickets, accommodation, transfer and tour excursion reservations.
- Closed sales by following up with customers to provide further assistance.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Communicated benefits and information regarding international travel insurance with clients.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Processed payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Senior Travel Consultant
Nexus Holidays - Wholesale Department
10.2014 - 06.2016
- Represented the company and proactively connected with clients during sales visits, trade shows and tour presentations.
- Produced promotional materials for different media platforms such as social media, email blasts, client membership brochures, company website, etc.
- Managed and maintained strong relationships with 5+ major business accounts.
- ...such as Maritime Travel, CAA Manitoba Group Travel, National Association of Federal Retirees, Square One Older Adult Centre, etc.
- Successfully collaborated with team members to exceed yearly sales target by 20%.
- Consistently looked for ways to increase work efficiencies – created check lists and standardized reservation procedures that were implemented within the department.
- Composed weekly posts on Facebook to help build corporate presence.
- Liaised with colleagues to create engaging brochures and flyers for major business accounts and promotional champaigns.
- Assessed clients’ needs and recommended appropriate products and services to meet preferences and budget.
- Booked reservations for flights, hotels, transfers and tours excursions.
- Collaborated with colleagues and business associates to create and promote special travel packages.
Travel Consultant
Nexus Holidays
04.2013 - 10.2014
- Identified customers’ needs attentively to provide information and prepare quotations.
- Resolved escalated customer issues and complaints with a positive and empathetic attitude.
- Fulfilled administrative duties such as tracking reservations, managing and processing all travel-related documents.
- Produced over $1 million in sales revenue in 2014.
Customer Service Representative
Transat Tours Canada (Transat Holidays&Nolitours)
08.2010 - 08.2011
- Performed front line employee duties in a call center environment by communicating with customers in a professional, friendly and informative manner.
- Achieved an average of 96% on product and system knowledge tests during the 4-week training session.
- Scored above 85% on monthly reviews by maintaining excellent product knowledge and customer service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
After School Program Administrator
Chingshin Private Elementary and Middle School
Taipei, Taiwan
06.2008 - 07.2009
- Liaised with team members and teachers to plan and execute various school events for 150+ attendees.
- Provided program information to clients and assisted with any inquiries from the teachers and students.
- Processed program registration and created documents to maintain databases.
- Took the initiative in improving department website layout and updating program information. .
Education
Postgraduate Certificate - Hospitality And Tourism Operations Management
Humber College
Toronto, ON 09.2009 - 06.2010
Educational Program For Secondary School Teachers - Secondary Shool Teachers
Chinese Culture University
Taipei, Taiwan 09.2003 - 06.2005
Bachelor of Arts - English Literature
Chinese Culture University
Taipei, Taiwan 09.2000 - 06.2004
Skills
Problem Solving
undefinedSoftware
Excel
PowerPoint
Outlook
Windows
Mac
Chrome
Android
IOS
Accomplishments
- Customer Relations - Scored over 85% for customer satisfaction and product knowledge, company-wide.
- Created department work procedures and task checklists.
- Exceeded yearly sales target by 20%.
Timeline
Travel Agent – Asia Specialist
Goway Travel
06.2016 - 12.2017
Senior Travel Consultant
Nexus Holidays - Wholesale Department
10.2014 - 06.2016
Travel Consultant
Nexus Holidays
04.2013 - 10.2014
Customer Service Representative
Transat Tours Canada (Transat Holidays&Nolitours)
08.2010 - 08.2011
Postgraduate Certificate - Hospitality And Tourism Operations Management
Humber College
09.2009 - 06.2010
After School Program Administrator
Chingshin Private Elementary and Middle School
06.2008 - 07.2009
Educational Program For Secondary School Teachers - Secondary Shool Teachers
Chinese Culture University
09.2003 - 06.2005
Bachelor of Arts - English Literature
Chinese Culture University
09.2000 - 06.2004
Similar Profiles
Michele AssinckMichele Assinck
Destination Specialist at Goway TravelDestination Specialist at Goway Travel
Harpreet LittHarpreet Litt
Asia Destination Specialist at Goway TravelAsia Destination Specialist at Goway Travel
Jaime Vladimir Vargas HernandezJaime Vladimir Vargas Hernandez
Destination Specialist at Goway TravelDestination Specialist at Goway Travel