Selena Steele-Tremblay
Ottawa,Canada
Summary
A Destination Expert at Kensington Tours and 5+ years in the Travel and Tourism world, I excel in maximizing sales and enhancing customer satisfaction, evidenced by a 95% rating. My proficiency in Microsoft Office and exceptional communication skills have enabled me to surpass sales targets and foster significant client relationships. My approach is always energetic, proactive, and focused on delivering tailored travel experiences.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Destination Expert
Kensington Tours
Ottawa, Ontario
10.2022 - Current
- Maximizing sales of all travel-related products, as well as maintaining excellent levels of customer service, and growing repeat and referral business.
- Building relationships with suppliers and partners to ensure we can provide the most suitable choices for the customer's requirements.
- Ensure I'm consistently exceeding both my sales activity and financial targets every month.
- Research, explore, and study different travel destination options.
- Building my country destination portfolio through more sales I get per month.
- Managing all my travel bookings, from inquiry to completion.
- Assisted clients with complex visa and passport requirements, ensuring a 100% success rate in obtaining necessary travel documents.
- Handled customer inquiries and complaints in a professional and timely manner, maintaining a customer satisfaction rating of 95% or higher.
- Working with high-end suppliers and vendors to give our clients the best luxury, privately guided touring experience possible.
- Created detailed itineraries tailored to clients' preferences and budgets, resulting in a 20% increase in customer satisfaction and positive feedback.
Personal Travel Designer
Travel Edge
Ottawa, Canada
10.2021 - 10.2022
- Bringing a passion for travel to clients, and maintaining outstanding relationships with clients that exceed their expectations for customer service, while securing their luxury travel arrangements.
- Building and designing itineraries for clients through an easy, seamless, and effortless design process.
- Reviewed and quoted itineraries, insurance, and price breakdowns with clients before collecting payment.
- Always responding to clients' questions, concerns, and inquiries about their itineraries with the highest degree of professionalism and customer service.
- Staying updated with all travel, leisure, and luxury companies to offer the best support and recommendations to all clients.
- I followed up with clients to ensure their safe arrival, making sure they were satisfied, and asking if there was anything we could do to make their experience even better as personal travel designers.
- Called out potential Travel Edge clients about their wants, needs, and desires to travel.
- Communicate with hotel chains, airlines, and private transport services to ensure clients' satisfaction, and that bookings are up to date.
Consumer Service Representative
Instant Brands Inc.
Ottawa, Canada
10.2020 - 10.2021
- Manage large amounts of incoming calls
- Manage all incoming and outgoing emails.
- Generate sales leads.
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open, interactive communication via phone and email.
- Provide accurate, valid, and complete information by using the right methods and tools for our Instant Brand products.
- Meet personal and customer service team sales targets, and call handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts, and file documents, such as generating case comments.
- Follow communication procedures, guidelines, and policies of the company at all times.
Travel Agent
HRG North America
Ottawa, Canada
05.2018 - 06.2020
- Acted as a point of sales and service for all travel requirements, arranging both routine and complex domestic and international business travel for air, road, rail, and any hotel accommodations.
- Researching customers' accounts to obtain detailed information, helping them with their travel inquiries.
- Answered and managed incoming and outgoing calls while recording accurate messages for travel-related inquiries.
- Maintained high standards of customer service during high-volume, fast-paced operations.
- Defused volatile customer situations calmly and courteously.
- I referred the unresolved customer grievance to the designated departments for further investigation.
- Maintained knowledge of current sales and promotion policies regarding payment, exchanges, and security practices.
- Acted professionally and patiently when addressing negative customer feedback.
- Educated new clients by answering all questions about upcoming travel.
Cast Member/Team Leader
Cineplex Odeon
Ottawa, Canada
09.2012 - 06.2018
- Trained in all lines of business, including floor, birthdays, box office and concession
- In charge of training new hires entering the company
- Cashier, with cash handling experience of over 6 years
- Maintained friendly and professional client interactions at all times
- Provide a clean and safe entertainment environment
- Provides each and every guest with an exceptional entertainment experience
- Work in a fast-paced, energetic environment
Street Team and Marketing Coordinator
Corus Entertainment
Ottawa, Canada
06.2017 - 04.2018
- Engaged audiences to increase interest and participation in events, while interacting with listeners to encourage participation.
- Promoted targeted content through various social networking sites, such as Facebook, Twitter, and Instagram.
- Greeted incoming guests, accepted payments, reviewed tickets, and directed guests to facility locations.
- Professionally represented the radio station brands at all times.
- Participated in music campaigns by distributing promotional materials and interfacing with various publics.
Education
Advanced Diploma - Journalism and Communications
Loyalist College
Belleville, ON06.2017
Skills
- Marketing
- Sales
- Organizational Skills
- Outlook
- Administrative work
- Strong management skills
- Energetic and proactive
- Business knowledge
- Always a team player
- Able to work in a fast-paced environment
- Paying attention to detail
- Excellent communication skills
- Proficient use of Microsoft Office (Word, Excel, PowerPoint and Outlook)
- Thrives well under pressure
- Ability to work in a team environment as well as independently
Certification
- Travel Industry Council of Ontario (TICO), 06/01/18
- Smart Serve, 06/01/19
Timeline
Destination Expert
Kensington Tours
10.2022 - Current
Personal Travel Designer
Travel Edge
10.2021 - 10.2022
Consumer Service Representative
Instant Brands Inc.
10.2020 - 10.2021
Travel Agent
HRG North America
05.2018 - 06.2020
Street Team and Marketing Coordinator
Corus Entertainment
06.2017 - 04.2018
Cast Member/Team Leader
Cineplex Odeon
09.2012 - 06.2018
Advanced Diploma - Journalism and Communications
Loyalist College
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