Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Olga Cabrera

Hamilton,Canada

Summary

A dynamic Customer Service Representative with 20+ years' experience in the Travel and Tourism industry. Known for providing excellent services to customers in a dynamic and changing work environment. Solid communication skills heightened interpersonal skills and active listening skills enable servicing multiple clients in a fast-paced environment with the ability to prioritize and deliver timely results. Regarded for engaging positively with customers and key partners to resolve complex logistical and other service issues using conflict resolutions concepts resulting in innovative solutions. Displays the highest level of integrity and confidentiality when working with internal teams and external customers.

Overview

22
22
years of professional experience

Work History

Product Fintech / Disruption & Insurance Agent

Hopper Inc.
05.2021 - 10.2023
  • As Product Agent on the Disruption team, I helped our customers navigate flight delays, cancellations, or missed connections, plans. If a customer experienced a disruption, I helped them rebook themselves on any airline – for free – or get a 100% refund of their trip cost.
  • Enhanced customer satisfaction rates through proactive communication of feature updates, bug fixes, and other relevant information related to the products managed.
  • Championed customer feedback loops to continuously refine products according to evolving customer requirements.
  • Increased product adoption by identifying customer needs and developing innovative product features.

Travel Agent

American Express Global Travel Services
01.2002 - 01.2020
  • Advise and arrange travel for corporate business customers (both individuals and groups)
  • Conduct analysis and research on travel options, and pro-actively anticipate traveler needs to sell additional services
  • Arrange and book domestic and international business travel, in a variety of complexity, for air, road, rail, and accommodations
  • Use various Global Distribution Systems (GDSs) including Sabre, some Apollo, and Amadeus.
  • Ensure compliance to customers’ agreed travel policy, service provider policies, and regulatory requirements
  • Use positive telephone service techniques and act on special customer requests
  • Collaborate within your team to coach, mentor, and provide constructive feedback to improve service levels

Education

Travel and Tourism Diploma -

Mohawk College

Skills

  • Travel Logistics
  • Spanish Speaking
  • Global Insights
  • Collaborative
  • Customer Engagement
  • SABRE
  • Consultative
  • Conflict Resolution
  • Coach and Mentor
  • Resourcefulness
  • Internet Savvy
  • MS Suite Excel and Word

Timeline

Product Fintech / Disruption & Insurance Agent

Hopper Inc.
05.2021 - 10.2023

Travel Agent

American Express Global Travel Services
01.2002 - 01.2020

Travel and Tourism Diploma -

Mohawk College
Olga Cabrera