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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
Excellent Communication
Attention to Detail
Decision-Making
Exceptional Customer Service
Sales Expertise
Time Management
Organazation
Software
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