Nicholas (Nick) Brown
Edmonton,AB
Summary
Proven track record in elevating customer satisfaction and streamlining travel logistics, honed over years with Tier One Travel and other leading agencies. Expert in GDS systems and itinerary planning, coupled with exceptional interpersonal skills, ensured a loyal client base and a significant reduction in process lags. Sharp and energetic travel agent successful at troubleshooting and handling customer support quickly. Well-traveled with active listening and interpersonal skills.
Overview
37
37
years of professional experience
Work History
Senior Travel Consultant
Tier One Travel
2019.07 - Current
- Conducted comprehensive destination research to provide clients with up-to-date information and expert advice on travel options.
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions.
- Coordinated group bookings to ensure seamless logistics for large-scale events such as weddings or corporate retreats.
- Communicated with clients to confirm itineraries, methods of transportation and travel regulations.
- Delivered exceptional service through prompt responses to customer inquiries via phone, email, or chat platforms.
- Used TravelPort computer systems to print tickets and travel itineraries.
- Resolved customer issues effectively, maintaining a positive reputation for the company within the highly competitive travel market.
- Updated and maintained customer databases to increase customer retention.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Helped customers with passport and visa applications.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Followed up with customers to increase customer service with travel plans.
- Handled sensitive personal data with discretion.
Group Travel Coordinator
Travel Team
2001.10 - 2017.06
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Managed high-volume workload under tight deadlines while maintaining a keen attention to detail in every aspect of the job duties performed.
- Complied with company standards while preparing internal, informal and official documentation.
- Handled emergency situations calmly while working quickly to find alternative travel arrangements when needed.
Corporate Travel Agent
Uniglobe Geo Travel
1990.04 - 2001.09
- Consistently met or exceeded performance targets by staying focused on key priorities and managing time effectively throughout the day.
- Implemented new strategies for better organization of work tasks, leading to increased productivity within the team.
- Set up flights, hotels, and ground transportation for individuals and groups.
- Managed complex itineraries for high-profile executives, ensuring seamless travel experiences.
- Delivered exceptional customer service by addressing concerns professionally and efficiently, promoting repeat business from satisfied clientele.
- Managed administrative functions such as billing, expense, and commission tracking.
- Negotiated competitive rates with vendors, achieving cost savings for corporate clients.
- Developed strong vendor relationships to ensure access to the best travel options available for clients.
Airline Customer Service Manager
Canadian Airlines
1987.07 - 1990.02
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
Travel And Tourism - Travel And Tourism
Career College
Edmonton06.1985
High School Diploma -
Leduc Composite High School
Leduc, AB06.1980
Skills
- In-depth destination knowledge
- Exceptional customer service
- Training and mentoring
- Time management mastery
- GDS systems expertise
- Expert itinerary planning
- Strong sales abilities
- Travel industry trends
- Client Relations
- High volume environments
- Travel insurance
- Travel Arrangements
- Overseas tours
- Customer Service
- Attention to Detail
- Interpersonal Skills
- International and Domestic Travel
Languages
English
Professional Working
Timeline
Senior Travel Consultant
Tier One Travel
2019.07 - Current
Group Travel Coordinator
Travel Team
2001.10 - 2017.06
Corporate Travel Agent
Uniglobe Geo Travel
1990.04 - 2001.09
Airline Customer Service Manager
Canadian Airlines
1987.07 - 1990.02
Travel And Tourism - Travel And Tourism
Career College
High School Diploma -
Leduc Composite High School
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