Xenia Teruel
Winnipeg,MB
Summary
Personable individual with strong organization skills, to multitask and build relationships. Adept at prioritizing conflicting business or customer needs. Successful in working within collaborative environments.
Overview
18
18
years of professional experience
Work History
Postal Clerk
Canada Post
Winnipeg, Manitoba
11.2020 - Current
- Sorted mail according to size, shape and destination.
- Operation of material handling and equipment
- Transfers and dispatch parcels and packets.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Complete reports and documentation. Performs other postal clerk duties as required.
Online Travel Agent - Remote
Hopper Inc.
Winnipeg, MB
11.2021 - 02.2024
- Maintained up-to-date knowledge of travel industry trends, regulations, and best practices to better serve customers.
- Book and issue airline tickets through Sabre, Amadeus, and Apollo GDS systems.
- Managed complex itineraries for multi-destination trips, ensuring a seamless travel experience for clients.
- Processed voluntary and involuntary exchanges.
- Optimized online presence through regular updates of website content, blog posts, and social media channels promoting agency services and special offers.
- Resolved client issues promptly and professionally, maintaining high levels of customer satisfaction.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Managed approximately 50 chats, emails, and calls from customers.
Customer Case Associate - Remote
Miratel Solutions
Winnipeg
07.2019 - 12.2020
- Handle calls for a variety of charitable causes in Canada and in the US.
- Performed both outbound and inbound calls to increase sales, customer satisfaction, and productivity.
Travel Consultant - Remote
HRG American Express GBT
Winnipeg, MB
07.2019 - 09.2020
- Provides travel counseling support for travel within Canada, the US, and other destinations across the world to loyalty cardholders.
- Book airline tickets through the Sabre GDS system.
- Provided exemplary customer service to customers.
- Maintained up-to-date knowledge of travel industry trends, regulations, and best practices to better serve customers.
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
Senior Travel Consultant
AirTravel Enterprises
Abu Dhabi, UAE
10.2015 - 06.2019
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Helped senior managers make effective decisions based on current and accurate reporting.
- Book and issue airline, hotel and car and other travel packages.
- Utilized Sabre and Amadeus GDS system.
- Processed voluntary and involuntary exchanges.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Assist customers with visa applications.
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
- Developed process improvements and long-term business strategies through analysis of customer feedback.
- Perform administrative task e.g. Telephone calls, filing, manage databases, handles correspondence, liaising with relevant organization.
Assistant Manager of Operations
Interglobe Technologies Phils
Manila, Philippines
03.2011 - 08.2015
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Monitored employee performance, providing constructive feedback and coaching for continuous improvement.
Call Quality Specialist
Teletech Customer Care Management
Manila, Philippines
12.2005 - 03.2010
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Leveraged advanced analytics tools to identify patterns in agent behavior that contributed positively or negatively towards customer satisfaction outcomes, informing strategic decisions around training initiatives accordingly.
- Established positive relationships with agents and supervisors, promoting open communication channels for ongoing support and collaboration.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Maintained accurate records of agent performance evaluations, ensuring timely access to relevant information for coaching purposes.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Streamlined processes for call evaluation, increasing efficiency and accuracy of assessments.
Education
Bachelor of Arts - English Language
Polytechnic University of The Philippines
Manila, Philippines11.2002
Skills
- Transportation Booking
- Retail Sales
- International and Domestic Travel
- Special Needs Travel
- Client Retention Strategies
- Basic Mathematics
- Customer Inquiry and Response
- Loyalty Programs
- Payment Processing
- Reservations Management
- Foreign Country Regulations
- Data Entry
- Travel Bookings Processes
- Geography Knowledge
- Microsoft Office
- GDS systems - Sabre, Amadeus, Apollo
- Data Confidentiality
- Customer Service
- Good Telephone Etiquette
- Flexible and Adaptable
- Travel industry expertise
Languages
English
Full Professional
Timeline
Online Travel Agent - Remote
Hopper Inc.
11.2021 - 02.2024
Postal Clerk
Canada Post
11.2020 - Current
Customer Case Associate - Remote
Miratel Solutions
07.2019 - 12.2020
Travel Consultant - Remote
HRG American Express GBT
07.2019 - 09.2020
Senior Travel Consultant
AirTravel Enterprises
10.2015 - 06.2019
Assistant Manager of Operations
Interglobe Technologies Phils
03.2011 - 08.2015
Call Quality Specialist
Teletech Customer Care Management
12.2005 - 03.2010
Bachelor of Arts - English Language
Polytechnic University of The Philippines